Norris & Fisher (Insurance Brokers) Ltd is an independent intermediary regulated by the Financial Services Authority (FSA) – our register number is 303993. The FSA is the independent watchdog that regulates financial services. We have permission to assist in the administration and performance of a non-investment insurance contract. This information can be checked by visiting the FSA’s website www.fsa.gov.uk/register or by telephoning the FSA on 0845 606 1234. Use the information below to decide if our services are right for you.

We offer personal and commercial insurance products from a limited number of insurers and we will advise and make a recommendation having assessed your needs. A copy of the list of insurers is available on request.

In the event of circumstances which may give rise to a claim, you should contact our Romsey office. Should you have a claims or emergency help-line number in your policy booklet, you should follow the procedure shown.

We will aim to avoid conflicts of interest but, should this be unavoidable, we will explain the position and manage the situation in such a way as to avoid prejudice to any party.

We will use our best endeavours to ensure that the contract we recommend meets your needs as far as we are able to do so. We will always identify the insurer we recommend, outline the broad provisions of the cover to you and draw to your attention any restrictions that
may apply (e.g. excesses).

It is not our usual practice to make administration charges but any such amounts will always be identified and advised to you in advance.

We normally accept payment in cash or by cheque. You may be able to spread payments through insurers’ instalment schemes or use a credit arrangement that we have in place. Some insurers will accept payment of the premium by credit/debit card or Maestro. We will give you full information about your payment options when we discuss your insurance in detail.

All monies, including refunds, may be held by us as agent of the insurer in an approved bank account. Any interest earned on this account will be retained by Norris & Fisher. Monies may be transferred to a third party but they will be held at all times in accordance with regulations imposed by the Financial Services Authority.

It is our intention to provide you with a high level of customer service at all times. However, should you wish to make a complaint about our service then you should contact us at the Romsey office. Within 5 working days we will acknowledge the complaint and confirm the name of the person who will be investigating the matter. You will receive a reply from us within 20 working days but, if we are unable to resolve the issue at that point, we will write to you again within a total of 40 working days. If your complaint is still unresolved then you may be able to refer it to the Financial Ombudsman Service and we will confirm this at the time.

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation if we cannot meet our financial obligations. This depends on the type of business and the circumstances of the incident. Further information about compensation scheme arrangements is available from the FSCS.

It is your responsibility to provide complete and accurate information to insurers when you take out your insurance policy, throughout the life of the policy and when you renew your insurance. It is important that you ensure that all statements you make on proposal forms, claim forms and other documents are full and accurate. This also applies to information given by telephone, fax or electronic medium. Please note that if you fail to disclose any material information to your insurers or fail to make payment this could invalidate your insurance cover and could mean that part or all of a claim may not be paid.

We may keep certain documents such as your insurance policy or certificate while we are waiting for full payment of premiums. In these circumstances we will ensure that you receive full details of your insurance cover and will provide you with any documents which you are required to have by law.

All personal information about you will be treated as private and confidential. We may use information we hold about you to provide details to you about other products and services which we feel may be appropriate to you. We may pass information about you to credit reference agencies for the purposes of arranging payments by instalments and may also pass to them details of your payment record with us. Under the Data Protection Act 1998 you have the right to see personal information about you that we hold in our records. If you have any queries please write to us at the Romsey office.