The Financial Services Authority (FSA): The FSA is the independent watchdog that regulates financial services. It requires us to advise you of our terms. Please use these terms to determine if our services are right for you.

Coops Insurance Associates is authorised and regulated by the Financial Services Authority (FSA).Our FSA register number is 309728, which may be checked on the FSA’s register by visiting the FSA’s website www.fsa.gov.uk/register, or by contacting the FSA on 0845 606 1234.

Our permitted business is advising, arranging, dealing as agent and assisting in the administration and performing of general insurance contracts.

Our service: Our role is to advise you and make a suitable recommendation after we have assessed your needs. In situations where we are able to arrange insurance for you, but do not offer advice, we shall confirm the position to you in writing. We will not in any circumstances act as an insurer nor guarantee or warrant the solvency of any insurer.

Personal insurances: We select Motor, Household, Commercial Vehicle, Motorcycle & Travel insurance from a range of insurers.

Commercial insurances: We select commercial insurance products from a range of insurers, but for certain products, we may only deal with a single insurer or select from a limited number of insurers.

Advising customers on non-investment contracts: This includes recommending a specific insurance policy.

Arranging (bringing about) deals in non-investment contracts: This covers a range of activities including introducing a customer to an insurer, helping a customer to complete a proposal form and sending this to an insurer.

Making arrangements with a view to transactions in non-investment insurance contracts: This includes helping a potential policyholder to complete a proposal form or introducing a customer to another intermediary either for advice or to help arrange an insurance policy.

Dealing as agent in non-investment contracts: This includes entering into a contract of insurance with a customer on behalf of an insurer (for example, issuing a cover note)

Payment for our services: We normally receive commission from the insurers or product providers and make charges for handling your insurances as follows (or ‘as attached’ and append scale of charges).

Our charges:

New Business Charge: £35.00

Renewal Charge: £35.00

Any Mid Term Adjustment Charge: £25.00

Mid Term Cancellations £15.00 + commission clawback (Refer cancellations)

Replacement Lost Certificates £15.00

Credit Arrangement for Post Dated Payment Facility £20.00

For certain types of insurance we may ask you to sign a form granting us authority to retain certain documents such as motor certificates until full payment has been received. In these circumstances we will provide you with any documentation that you are required to have by law.

Credit Arrangements for direct debit facility 15% of annual premium (excluding deposit).

In order to cover costs incurred we charge £6.50 each time a cheque is unpaid. If you know that you will not have the funds to meet the cheque, we suggest you call us to make alternative arrangements.

You will receive a quotation which will tell you the total price to be paid, showing any fees, taxes and charges separately from the premium, before your insurance arrangements are concluded.

Payment by direct debit: We are authorised under the Credit Consumers Licence Number 285223 Act to arrange credit for insurance premiums. Annual premiums may be paid by instalments. If payment is made by direct debit facility please note this is a loan provided by Amber Credit and in the event of any policy being cancelled you will be liable for the shortfall in the premium.

Handling client money and/or insurer money: Clause B may be used where a client’s money is held in a non-statutory trust. It also allows for risk transfer. If used, a copy of the Deed of Trust must be appended

B. We hold client money collected for onward transmission to the insurance undertaking and return premiums/credits/claim payments in a client bank account, under a non-statutory trust in accordance with the authorisation we have from the Financial Services Authority to do so. A copy of the Deed of Trust is attached as Annex 1 and your acceptance of this agreement constitutes your informed consent for the handling of all such monies.

For the purpose of some transactions, client money may pass through other authorised intermediaries before it is received by the insurance undertaking. Where we collect or hold money as agent of the insurer you will be notified accordingly. Interest will not be paid to customers in respect of money held in client bank accounts.

Cancellation of insurance: Please note, if you wish to cancel your policy, you must first call our office on 0208 641 3131. You should make any request for the cancellation of a policy in writing and any relevant certificate of insurance should be returned to us or to the insurer concerned. In the event of cancellation, charges for our services will apply in accordance with our charges. The terms of your policy vary between insurers but be aware that cancellation refunds are not given after a claim and otherwise calculated on a short period scale weighed in favour of the insurers as their costs are similar whether a policy has run for one day or a year this may allow insurers to retain the premium in full or charge short-period premiums in the event of cancellation.

We do not refund commission since this was earned for arranging the policy (unless you are replacing the policy through our agency)

Commission is considered as earned directly payment or a proportion of payment has been made.

Instalment charges are never refunded.

Conflict of interest: Occasions can arise where we or one of our associated companies, clients or product providers will have a potential conflict of interest with business being transacted for you. If this happens and we become aware that a potential conflict exists, we will write to you and obtain your consent before we carry out your instructions and details the steps we will take to ensure fair treatment.

Termination of authority: You may terminate our authority to act on your behalf with 14 days notice or as otherwise agreed without penalty. Notice of this termination must be given in writing and will take effect from the date of receipt. Termination is without prejudice to any transactions already initiated, which will be completed according to these terms of business unless otherwise agreed in writing. You will be liable to pay for any transactions or adjustments effective prior to termination and we will be entitled to retain any and all fees or brokerage payable in relation to policies placed by us prior to the date of termination.

Your responsibilities: You are responsible for providing the complete and accurate information, which insurers require in connection with any proposal for insurance cover. This is particularly important before taking out a policy and at renewal, but it also applies throughout the life of a policy. If you fail to disclose any material fact or other information material to the insurance, this could invalidate the policy and mean that claims may not be paid. You should check all details on any proposal form or statement of fact and pay particular attention to any declaration you may be asked to sign. You should read all insurance documents issued to you and ensure that you are aware of the cover, limits and other terms that may apply. Particular attention should be paid to any warranties and conditions as failure to comply with them could invalidate your policy.

You should take note of the required procedures in the event of a claim, which will be stated in the policy documentation. Generally, insurers require immediate notification of a claim or circumstances that might lead to a claim.

You should inform us immediately of any changes in circumstances that may affect the services provided by us or the cover provided by your policy.

If you are unsure about any matter, please contact us for guidance.

Confidentiality of personal data: All personal information is treated by us as confidential and is processed in accordance with the relevant legislation. We will not use or disclose personal information without your consent, other than in the normal course of arranging and administering your insurances, except where we are compelled by law (including by regulators or law enforcement agencies) to disclose such information. In such instances personal information held by us may be disclosed on a confidential basis, and in accordance with the Data Protection Act 1998, to such third parties.

Claims and underwriting exchange register and motor insurance anti-fraud register: Insurers pass information to the Claims and Underwriting Exchange Register operated by Database Service Ltd and the Motor Insurance Anti-Fraud Register compiled by the Association of British Insurers. The objective is to check information provided and to prevent fraudulent claims. Motor Insurance Details are also added to the

Motor Insurer Database operated by the Motor Insurers Information Centre (MIIC) which has been formed to help identify uninsured drivers and may be accessed by the police to help confirm who is insured to drive. In the event of an accident, this database may be used by insurers, MIIC and the Motor Insurance Bureau to identify relevant policy information. Other insurance related databases may also be included in the future.

Complaints and Compensation: We aim to provide you with a high level of customer service at all times, but if you are not satisfied, contact us in the first instance by writing to the Office Manager at Coops Insurance Associates, 137 Church Hill Road, Cheam Surrey SM3 8NE.

If you are still not satisfied, you may refer the matter to the Financial Ombudsman Service (except in the case of commercial customers with a group annual turnover of £1m or more, or trustees with a net asset value of £1m or more)

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