Caroline Milne and Company Limited (the Company) are independent insurance brokers and are able to offer a wide range of insurance products from selected leading insurers in the marketplace to both businesses and individuals.
 
The Company is regulated and authorised by the Financial Services Authority (FSA).
 
Our Firm reference number is 313294. You can check this on the FSA’s register by visiting the FSA’s website at http://www.fsa.gov.uk/register or by contacting the FSA on: 0845 606 1234.
 
The Company is a member of the British Insurance Brokers’ Association (BIBA).
 
The FSA requires us to:

• Conduct our Business with integrity.
• Conduct our Business with due skill, care and diligence.
• Take reasonable care to organise and control our affairs reasonably and effectively, with adequate risk management systems.
• Maintain adequate financial resources.
• Observe proper standards of market conduct.
• Pay due regard to the interests of our customers and treat you fairly.
• Pay due regard to the information needs of our clients and to communicate information in a way that is clear, fair and not misleading.
• Manage conflicts of interest fairly, both between ourselves and our customers and between a customer and another client.
• Take reasonable care to ensure the suitability of our advice and discretionary judgements for any customer who is entitled to rely upon our judgement.
• Arrange adequate protection for clients’ assets when we are responsible for them.
• Deal with our regulators in an open and cooperative way, and disclose to the FSA appropriately in writing anything relating to the Company of which the FSA would reasonably expect notice.

Your Money (Client Assets)
 
There are strict rules laid down by the FSA to ensure that any money that you pay to us, and any money owed to you from an Insurance Company that has been paid to us, is protected should the Company fail or is unable to transfer an insurance premium paid by you or claims monies or returned premiums to you.

There are two different types of arrangements made between us and Insurance Companies, both of which are designed to offer you this protection:

1. Agent of the Insurance Company for collection of Insurance Premiums

Most of the Insurance Companies that we deal with allow us to act as their agent for the collection and return of their premiums (known as "Risk Transfer").

Under these circumstances any premiums paid by you to us will be treated as being paid and received by the Insurance Company on the date it is credited to our bank account.

Any claims money or returned premiums due to you from the Insurance Company will only be treated as being received by you on the date they are credited to your bank account.
 
We have established an "Insurers non Statutory Trust Account" to comply with the requirements of Insurance Companies offering this facility.
 
2. Your agent for the collection of Insurance Premiums
 
Where Insurance Companies do not allow us to act as their agent for the collection of premiums we will act as your agent for the collection and return of premiums.

We confirm that we will deposit premiums received from you into a segregated bank account until they are paid to the Insurance Company.

Any claims money or returned premiums due to you that are received by us from the Insurance Company will be deposited in this segregated bank account on your behalf until paid to you.

All such monies are referred to as "Client Money" and cannot be used to reimburse any other creditors in the event of our insolvency.
 
We have established a "Client Statutory Trust Account" in accordance with the FSA regulations to this effect.
 
Services that we offer

We offer the following services:

• Advice on Insurance needs
• Arranging cover to meet your requirements.
• Assistance in making claims.

Scope of service

We do not have agencies with every Insurance Company in the United Kingdom and are only able to offer you advice on the basis of the agencies that we have.

You have the right to ask us for the name of every Insurance Company that we have an agency for that deals with the type of insurance that you may require.

Unless specifically stated in writing to you, we confirm that we are not contractually obliged to conduct business with one or more insurance companies.
 
Business hours
 
Our standard business hours are 9.30am to 5.00pm Monday to Friday excluding public holidays.

Our offices are located at Chapter House, 33 London Road, Reigate, Surrey RH2 9HZ.

Our telephone number is 01737 224655 and our fax number is 01737 233640.

Complaints
 
We aim to provide an efficient and effective service to our customers at all times.

If you are unhappy about any aspect of our service or the advice provided by us then we will acknowledge your complaint promptly.
 
The Company has a formalised complaints procedure that we follow.

In the first instance please contact your account representative or contact us at Caroline Milne and Company Limited, Chapter House, 33 London Road, Reigate, Surrey, RH2 9HZ or by telephone during business hours on 01737 224655.
 
If you are unhappy at our response to your claim you may have the right to refer the matter to the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR. Tel 020 7964 1000, Fax 020 7964 1001.

Insurer Security
 
We monitor the financial soundness of the insurers and markets that we use and will discuss with you any concerns that we may have.

We cannot guarantee the solvency of any insurer or market that we use.
 
You should be aware that the financial position of an insurer can alter whilst a policy is in force.

Disclosure
 
You are responsible, on a continuing basis, to provide us (and/or the insurers) with full details in writing of all circumstances that may affect the risk being insured.
 
Failure to provide full details may cause us to provide incorrect advice and/or the insurance cover provided to be invalid.
 
It is your responsibility to ensure that the information provided on any proposal forms, claims forms or declarations is accurate and complete.
 
You are advised to keep copies of documentation sent to or received from us for your own protection.

Quotations
 
Quotations provided by the Company are subject to acceptance by insurers and that the premiums and terms are subject to confirmation by insurers.
 
Unless stated otherwise our quotations are only valid from 30 days from the date of issue and are subject to final confirmation by insurers.
 
Quotations will include any commission due to the Company and Insurance Premium Tax at the prevailing rate.
 
Receipt of Policy Document
 
When you receive a policy document you are strongly advised to read it through carefully.
 
You must check that the policy provides the cover that you require.
 
We are not experts in your line of business, what may seem obvious to you is not necessarily obvious to us and it is your responsibility to ensure that the policy and the exclusions are what you require.
 
If you have any doubts or problems about any aspect of the policy please seek our advice promptly.
 
Renewals
 
Renewals are invited on the basis that there has been no changes in the risk.
 
You are responsible for informing us, in writing, of any changes in the risk being insured. Failure to do so may cause us to provide incorrect advice and/or the insurance cover provided to be invalid.

Fees and Charges
 
The Company is remunerated by commission (normally a percentage of the Insurance premium) from insurers and/or a negotiated fee.
 
In addition the Company may earn additional income through:

• Bonuses paid by insurers due to the volume, growth or profitability of that business.
• Arranging for Insurance premiums to be paid by instalment.
• Interest on money held in Client’s and Insurer’s accounts.

Normally this is the only income that we derive from customers. However, we reserve the right to make an appropriate administration charge for the issuance of replacement of original documents or to provide copy policies or documents requested by other parties.  
 
In the event that a policy is cancelled mid term we reserve the right to retain the commission of the original transaction.
 
Payment
 
Unless specifically stated in writing, all payments of insurance premiums are due prior to commencement of that insurance.
 
Failure to pay your insurance premiums can lead to the cancellation of cover.
 
Payments can be made by cheque or bank transfer.
 
We may be able to arrange for insurance premiums to be paid by instalment,
further details are available on request.

Confidentiality
 
We will only disclose information about you where it is necessary to do so, for example in negotiating, arranging and administering your insurance with insurers, instalment companies and their agents.
 
Except as explained above, or as required by law, all information provided by you will be kept as private and confidential.
 
The Company is registered with the Data Protection Registrar as required under the Data Protection Act 1988 for personal information held on a computer system.
 
Claims
 
We will assist you in submitting claims to your insurers and explain what you need to do.
 
Claims should be reported to your insurers as soon as practicable. Failure to do so may affect your claim.
 
Many insurers have 24 hour help lines to assist you, please refer to your policy information for contact details.
 
If an incident occurs that might give rise to a claim you should report this to the insurers and not wait for a claim.
 
All correspondence including claims and solicitors letters from third parties should be passed to us, or your insurer, immediately and unanswered.
 
Mid Term Adjustments
 
Changes to policies after the commencement of insurance can be arranged but are subject to acceptance by insurers.
 
We will confirm any changes to your policy, when finalised, in writing.
 
Transfer of Business
 
Subject to acceptance, we are pleased to take over the servicing of insurance policies that were originally arranged through a different insurance broker or intermediary.
 
Normally we will only review your transferred policies at the time of renewal unless you specifically request otherwise.
 
We do not accept any liability arising out of the advice given by your previous insurance broker or intermediary, nor for any errors or omissions in the insurance policies being transferred.
 
Financial Services Compensation Scheme (FSCS)
 
We are covered by the FSCS.
 
You may be entitled to compensation from the scheme if we cannot meet our obligations.
 
Insurance advising and arranging is covered for the first £2,000 and 90% of the remainder without any upper limit.
 
For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim without any upper limit.
 
The FSCS may be contacted at 7th Floor, Lloyds Chamber, Portsoken Street, London E1 8BN. Tel 020-7892-7300.
 
Right to Cancel
 
Personal Clients may have the right to cancel a policy after it comes in force, with any premiums paid refunded.  
 
Normally this is 14 days after commencement of cover or receipt of the policy documents whichever is the later.
 
If you take out a policy that includes this right, full details of your right to cancel including applicable time limits, will be given in the policy documents.