Successfully negotiating claims
Please read this document carefully and retain a copy for your records
This document contains important information about our regulatory status and the terms under which we will act for you. Please read it carefully and advise us immediately if there are any points on which you require clarification.
The Financial Conduct Authority
The Financial Conduct Authority is the independent watchdog that regulates financial services. Commercial Claims Solutions is authorised and regulated by the FCA. Our FCA number is 583012. You can check our status at www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234.
Our permitted business is assisting in the administration and performance of General Insurance policies.
Confidentiality and Data Protection
We will treat all your personal information as private and confidential to us and anyone else involved in the normal course of administering your insurance, even when you are no longer a customer. We will not give anyone else any personal information except on your instructions or authority, or where we are required to do so by law, or by virtue of our regulatory requirements. We may use information we hold about you to provide information to you about other products and services, which we feel may be appropriate to you. 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 our usual office address.
We act on your behalf in providing assessing services to you, the policyholder, in the negotiation and settlement of your insurance claim.
What you will pay for Our Services
Our fees are based on a percentage of the value of the claim and are recoverable on all amounts received under the policy or from a third party or from any other party through litigation, arbitration or other formal recovery or settlement process. Occasionally, we may agree to charge a fee for specific services, which will always be agreed in advance of any liability for you to pay.
All invoices submitted by us must be settled by you promptly, and payment would normally be expected within seven days of receiving the fee advice note or invoice. We will charge interest at 3% above the prevailing base-rate in respect of all sums outstanding for over 28 days following receipt of the invoice.
Your Right to Cancel (Domestic Consumers ONLY)
You have a Right to Cancel the contract within 14 days of receiving the full terms. To do so you must advise us in writing, which includes email. If you choose to cancel within this period we will make a charge for the work carried out up to the date of cancellation, based on a standard rate of £75 (+Vat) per hour. Cancellations outside the Right to Cancel period will be subject to the full fee.
What to do if you have a complaint
Our aim is to provide a first class service, however, if you wish to register a complaint, please contact us by writing to Paul Lawrence at our Daws House Office address: Daws House, 33-35 Daws Lane, London NW7 4SD Tel NO:0844 409 7707 or by email firstname.lastname@example.org On receipt of your complaint, or on request, we will provide you with a copy of our full complaints procedure and respond to you promptly. We will keep you informed of the progress of your complaint and aim to make a final response to you within eight weeks, or keep you informed as to why this is not possible. In the event that your complaint relates to activities or services provided by another party, we will ensure that your complaint is appropriately forwarded in writing, and will track the progress of the complaint and responses of that party.After our final response has been issued, if you still cannot settle your complaint with us, Consumers and Small Business customers may refer to the Financial Ombudsman Service, for an independent assessment and opinion.
The FOS Consumer Helpline is on 0845 080 1800 and their address is:
Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR
Are we covered by the Financial Services Compensation Scheme (FSCS)?
We are covered by the Financial Services Compensation Scheme (FSCS). The FSCS is the UK’s statutory fund of last resort for customers of authorised financial services firms, like ourselves. The FSCS can pay compensation if an authorised firm is unable or likely to be unable to pay claims against it, usually because it has gone out of business or is insolvent.
The English language will be used for all communications, the contractual terms and conditions, and any information we are required to supply to you, before and during the duration of the contract.
Information on how we treat Payments You make to Us
All payments received by us on your behalf are protected in a Statutory Trust Client Account. We do not pay any interest on sums held by us in the course of arranging and administering your insurance claim.
Your Duty to Give Information
It is your responsibility to provide complete and accurate information to us when initiating your claim and throughout the claims process. It is important that you ensure that all statements you make are full and accurate. Please note that if you fail to disclose or provide information which could influence the outcome of your insurance claim when requested by us or your insurers, including copies of your insurance documentation and supporting evidence on your claim, this could delay your insurance claim, and could mean that part or all of the claim may be not be paid.