Terms of Business


The Financial Conduct Authority (FCA) is the independent watchdog that regulates financial services. It requires us to give you this document. Use this information to decide if our services are right for you. Our statutory status can be checked on the FCA's register by visiting the FCA's website http;//www.fca.gov.uk/register or by contacting the FCA on 08456061234. We are authorised and regulated by the Financial Conduct Authority. Our FCA register number is 304964.
We act as an independent broker and adviser on your behalf.

What Products Services Do We Offer?

We advise you on your insurance needs, arrange insurance cover with insurers to meet your requirements and help you with any alterations you need to make. We offer productsfrom a range of Insurers, Underwriting Agencies and Specialist brokers for all classes of General Insurance. For private motor and Taxi Legal Expenses Insurance we have selected Crash Services for their value and service. Crash are  Authorised and Regulated by the Financial Conduct Authority and the service is  therefore subject to the protection of the Financial Ombudsman Service or the Financial Services Compensation Scheme. Any verbal or written quotations for insurance are valid only for the month in which the enquiry is made.

Premiums and Financial Aspects

We are the Agent of Insurers for the collection of premiums.


All incidents likely to give rise to a claim should be in the first instance reported to us at Lennox Insurance immediately.  A member of staff will then advise you of the appropriate action to be taken.  This will depend on the type of cover/policy that you have.

In some non fault accidents we may recommend that you use your Accident and Breakdown policy(if purchased).  This is a service provided by Crash Services who will assist you in claiming directly from the third party insurance company and who may in some cases be able to provide you with a hire car if this is not covered under your own insurance policy.

Disclosure of Information

All information, statements or answers to queries made by you to us and to your Insurers are your responsibility and must be correct. In particular, your attention is drawn to the importance of the declaration and signature on Insurer's proposal forms. Failure to answer all questions honestly and to the best of your knowledge could invalidate your cover and would mean that part or all of a claim may not be paid.  It is important that all statements you make on proposal forms, claim forms and other documentsare accurate.  If a form is compeleted on your behalf you should check that the answers shown to any of the questions are true and accurate.You are advised to keep copies of documentation sent to or received from us for your own protection.


The remuneration we receive for our services is a percentage  of the insurance premium (known as brokerage or commission). Refunds for the reduction or cancellation of cover will be allowed net of
brokerage. We reserve the right to charge a fee in addition to the insurance premium for the arrangement, amendment, renewal or cancellation of any policy. These fees are:

Mid term adjustments £25.00
Mid term cancellations £25.00 + Commission
Renewals/New business £25.00
Duplicate/replacement documents £25.00
Internet administration £10.00
The specific charge and purpose of any additional charges will always
be advised to you in advance.

Policy Documents

When a policy is issued you must read it carefully.
The policy is the basis of the insurance protection in place. If you are in doubt over any policy terms or conditions, please seek our advice as quickly as possible.


We reserve the right to retain certificates, proof of no claims bonus, or other policy documents at this office until all payments due under the policy have been made. In the event of non payment you authorise us as your agent to cancel the policy. By accepting this agreement, you agree that the delivery of any certificates of insurance to us shall constitute delivery to yourself
in accordance with legal requirements. Should we withhold any documents we will ensure you receive full details of your insurance cover.


All personal information about you will be treated as private and confidential.We will only use and disclose the information we have about you in the normal course of arranging and administering
your insurance and instalments. We will not disclose any information to any other parties without your consent unless required to do so by law. We may use information we hold about you to advise you of other products and services we feel may be appropriate. Under the data protection act 1998you have the right to see personal information we hold about you in our records. If you have any queries please write to us.


We always endeavour to provide the highest standards of service. However, should you have cause for complaint, you should in the first instance, contact the office manager by telephone or in writing. Your complaint will be acknowledged within 5 working days, advising you of who is dealing with the complaint and indicating when you may expect an answer. We will provide a formal written response within 20 working days from receipt of the original complaint. If the complaint cannot be resolved within this time scale we will write with an explanation as to the progress and the likely time scale involved.
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. South Quay Plaza, 183 Marsh Wall, London. E14 9SR. Telephone 0845 080 1800.

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. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim,without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.

Right To Cancel

We hope you are happy with the cover this policy provides. However you have the right to cancel it within 14 days of receiving the policy documents, without giving any reasons. If that happens, we will refund your premium, first deducting a charge for the cover provided from the beginning of the contract until the policy is cancelled. This terms of business agreement is subject to English law.