Terms of Business – Cleddau Insurance Brokers in Pembrokeshire and Carmarthenshire
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Terms of Business


56 High Street, Neyland, Milford Haven, SA73 1TF

Tel: 01646 600206

Email: info@cleddauinsurance.com & office@cleddauinsurance.com

St Clears:

Cleddau Buildings, Station Road, St Clears, SA33 4DQ

Tel: 01994 231548

Email: admin@cleddauinsurance.com

Directors: Mr Andrew North Mr Eirian Page

Our Service & Permissions

Cleddau Insurance Services Limited is authorised and regulated by the Financial Conduct Authority (FCA). Our permitted business is introducing, advising, arranging, dealing as agent and assisting in the administration and performance of general insurance contracts and introduce to insurers /premium finance providers. We act on your behalf in selecting an appropriate policy to meet your needs and in assisting you with claims matters. We will assess your insurance needs before providing advice or a recommendation to you. We are able to arrange cover through a range of insurers for the majority of products. However, for Personal Accident, Sickness, Boats, Classic Cars, Plant Operators, Churches, Village Halls and Legal Expense Cover we have selected a limited number of insurers. Please ask us for a list of insurers that we place cover with.

Financial Conduct Authority

You can check our authorisation, on the Financial Services Register by visiting the website www.fca.org.uk or by contacting the FCA on 0300 500 8082. Our Financial Services Register number is 577456.

Awareness of Policy Terms

It is your responsibility to read your policy document to satisfy yourself, cover meets your requirements. Any queries, or concerns, please contact us immediately.

Providing Information to Your Insurers

Your insurance is based upon the information provided to the insurance company. Unless otherwise indicated by the specific insurer underwriting your particular policy, the following circumstances apply.

For Consumers (individuals buying insurance wholly or mainly for purposes unrelated to their trade, business or profession) this means that you must take reasonable care to answer all questions fully and accurately. Once cover has been arranged, you must immediately notify us of any changes to the information that has been provided to your insurers. Failure to provide accurate and up to date information may invalidate your insurance cover and mean that a claim may not be paid.

Commercial Client’s Duty of Disclosure – Obligations

Your attention is drawn to the accompanying Duty of Disclosure and Fair Presentation document which sets out a number of your obligations. In addition, the below sets out further obligations which apply to all services that we provide to you when arranging your insurance cover.

You shall provide us with all relevant information in relation to your business to enable us to provide our services. Such information must be provided in a format which allows us to provide a clear presentation to insurers. We can rely on any information provided to us by you and/or your previous insurance broker.

Confidentiality of Information

To help make sure you receive a competitive quotation, offer of appropriate payment options, protect against fraud and to verify your identity, insurers may use publicly available data which they obtain from a variety of sources, including a credit reference agency and other external organisations. Their search will appear on your credit report whether or not your application proceeds.

All information on our records relating to you will be treated as private and confidential and will only be disclosed to others such as our business partners, insurers, credit providers and other third parties who are directly involved in the normal course of arranging and administering your insurance. By accessing our sites and using our services, you consent to any such transfer of information to a third party.

Where you have given us consent we may use the data we hold about you to provide you with a renewal quotation and information about products and services we consider may be appropriate.

Our Retention of your Personal Information

By using our services, you consent to us and our partners retaining any personal information you have provided. We will retain any personal information only for as long as is necessary to fulfil the business purpose for which it was collected. We will also retain and use your personal information for as long as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

Under the General Data Protection Regulations 2018, you have the right to ask us for a copy of any personal information about yourself that we hold on our records. Please contact us if you require any more information. For further information on your rights under the General Data Protection Regulations please refer to the Information Commissioners Office – www.ico.org.uk.

Payment Options

We normally accept payments by: Cash (subject to a limit), credit card, cheque, debit card, or bank transfer.

It is sometimes possible to spread payments through an insurer’s instalment scheme or a credit facility that we have arranged with our preferred premium finance providers (Close Brothers Premium Finance & Premfina). However, acceptance will be subject to a credit check.

If you choose to pay for your insurance premium through our selected premium finance provider we will provide you with a breakdown of costs of your monthly instalments and a document outlining key features of the credit agreement.

Where we offer you renewal terms and your insurance is paid by continuous monthly direct debit instalments i.e. no new credit agreement is required, in the absence of a response from you we will deem this as your consent to renew the cover automatically. This will ensure that you are not in a position without insurance cover. If we are asked to cancel the policy by a third party premium finance provider, we will undertake this action however we will be acting as your agent in the process. Please note that cover will cease if you fail to keep up payments under a credit agreement.


We usually receive a commission from an insurer when placing your business and from a finance company when arranging finance for you (this is usually expressed as a percentage of the individual loan and paid directly to us by the premium finance provider).

We occasionally receive additional remuneration from insurers, premium finance providers and other associated business partners for business we place with them. Please feel free to ask us for any further information.

Our Fees & Charges

We reserve the right to make fees and charges to cover our administration costs.

Retail customers. Administration Fee £25.00 (New business, Mid-term changes & Renewal)

Commercial customers. Fees are determined on an individual basis. You will be advised of our fees before any cover commences & have the right to ask us to explain our earnings on any transaction completed for you.

How Your Payments Are Handled

We hold all client money which includes money collected for onward transmission to insurers and refund payments to clients, in a client bank account with an approved bank under a non-statutory trust arrangement in accordance with Financial Conduct Authority rules. This means that we are entitled to and may use client money held on behalf of one client to pay another client’s premium before the premium is received from that other client, and to pay claims and premium refunds to another client before we receive payment from the insurer. However, we are not entitled to use client money to pay commissions to our company before we receive the relevant premium from the client. In some circumstances, we may need to use another intermediary to arrange your insurance and as a result we pass money through other authorised intermediaries before finally paying it to the insurer.

Any monies held when acting as agent of the insurer is deemed as having been received by the insurer.

This money is also held in the same client account. It is our policy to retain any interest that may be earned on monies held in our client account.

Cancellation Rights

Your policy document will provide you with specific information on your full rights to cancel your insurance. A personal policy which lasts for more than one calendar month offers you the facility to cancel the cover (providing there have been no claims) within 14 days from the policy start date or the date when you receive the full policy documentation from us or your insurers, whichever occurs later. You will be entitled to a refund of premium less our administration charge and a charge by your insurer for the time your insurance cover was in place. Please contact us in writing or by email should want to exercise your right to cancel.

Refund Procedures (outside of cancellation rights or a mid-term adjustment resulting in a refund)

Where you cancel your personal insurance outside of the 14-day cancellation period or where you cancel your commercial policy at any time, we reserve the right to charge for our time in providing you with advice and for the administration cost involved. This results in us retaining our original commission and fees. For some insurance contracts, insurers will not provide refunds for mid-term cancellation of cover. We will advise you if this affects you. Taking into account the administration costs when amending your policy, we do not provide refund payments less than £25.00.

Bribery and Corruption

Our company culture and ethics mean that we do not bribe or use any other means to improperly influence the decisions of clients, potential clients or government officials. Our business is structured with appropriate systems and controls so as to comply with the requirements of the Bribery Act 2010.

Notification of Claims

Refer to the policy summary or policy document if you wish to notify a claim. If you receive any correspondence from a third party in relation to your claim, please pass it to us or your insurer immediately and unanswered. You may also contact us for help and assistance.

Conflicts of Interest

Our company ethics and culture towards customer service means that we never deliberately put ourselves in a position where our interests’ or our duty to another party prevents us from discharging our duty to you. Where we become aware of any actual or potential conflict of interest we will inform you of the situation, the options available to you and we will ask for your consent to proceed.

Complaints Procedures

Our aim is to provide all of our clients with an excellent level of service. However we recognise that there may be an occasion, when you do not feel satisfied with the service you have received from us. We take complaints very seriously and with this in mind we have developed a Customer Complaints Procedure which lets you know how you can get in touch with us and how we will deal with your complaint or issue.

Should you need to make a complaint, please contact our Complaints Managers Andrew North or Stephen Vale using any of the following methods:

  • In person
  • By telephone – 01994 231 548
  • By email – complaints@cleddauinsurance.com
  • In writing – Cleddau Buildings, Station Road, St Clears, SA33 4DQ

We will endeavour to resolve your complaint by the close of business of the third business day following receipt of your complaint. However, if this is not achievable, you can be assured that we will deal with your complaint promptly and fairly, in line with our formal complaint handling procedures listed below:

We will write to you within five working days to acknowledge your complaint & provide details of who is handing your complaint.

We will keep you informed of the progress of your complaint as our investigations proceed.

We aim to provide a final response to your complaint within eight weeks from receipt of your complaint.

If we cannot provide you with a final response within eight weeks from the date of receipt of your complaint, we will outline the reasons for the delay and provide you with an indication of when you can expect a response.

When investigating your complaint, we will take into account any financial losses or material inconvenience you have suffered. Our final response letter will set out the reasons for our decision and we will make it clear to you, as to whether we accept or reject your complaint.

If you are in any way dissatisfied with our final response, or if we have been unable to provide our final response to you within 8 weeks of receiving your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge if you are:

  • an individual consumer; a person acting for purposes which are outside your trade, business, craft or profession; or
  • a micro enterprise or small business (that employs fewer than fifty (50) people and whose annual turnover is less than £6.5 million and annual balance sheet total does not exceed £5 million) at the time the complainant refers the complaint; or
  • a charity which has an annual income of less than £6.5 million at the time the complainant refers the complaint; or
  • a trustee of a trust which has a net asset value of less than £5 million at the time the complainant refers the complaint.
  • a consumer who is a member of any business, charity or trust who is complaining as a beneficiary of a group policy
  • A guarantor in respect of an obligation or liability of a person which was a micro-enterprise or small business as at the date that the guarantee or security was given.

The Ombudsman might not be able to consider your complaint if:

  • What you’re complaining about happened more than six years ago, and
  • You’re complaining more than three years after you realised (or should have realised) that there was a problem.

If we think that your complaint was made outside of these time limits, we will leave this matter for the Ombudsman to decide. If the Ombudsman agrees with us, they will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

If you do decide to refer your complaint to the Ombudsman you must do so within six months of the date of our final response letter. If you do not refer your complaint to the Ombudsman within six months of the date of our letter, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. Very limited circumstances include where the Ombudsman believes that the delay was as a result of exceptional circumstances.

The FOS offer an independent service for resolving disputes and you may contact the FOS by:

  • Calling their consumer helpline on 0800 0234 567 (free on mobile phones and landlines) or 0300 123 9 123 (cost no more than calls to numbers starting 01 or 02)
  • Writing to them at Exchange Tower, London E14 9SR
  • Emailing info@financial-ombudsman.org.uk
  • FOS website: http://www.fos.org.uk/

We will include a copy of the Financial Ombudsman Service’s leaflet ‘Your Complaint and the Ombudsman’ in all resolution (with exception of those complaints resolved within three working days) and 8-week response letters.

Solvency & Compensation

We do not guarantee the solvency of any insurer we place business with. We are covered by the Financial Services Compensation Scheme (FSCS) for insurance mediation only; this does not extend to consumer credit lending i.e. credit broking. The FSCS is the UK’s compensation fund of last resort for clients of authorised financial services firms. You may be entitled to compensation from the FSCS if we cannot meet our obligations. This depends on the type of business and circumstances of the claim. Further details regarding the FSCS can be obtained from its website www.fscs.org.uk.

Termination of Agreement

Our agreement may be terminated by either one of us giving 14 days’ notice in writing to the other. You will be liable to pay for any outstanding transactions or adjustments prior to the termination. We will be entitled to retain any fees or commissions payable in relation to business transacted prior to the date of termination.

Law and Jurisdiction

These terms of business are governed by and construed in accordance with English law. In relation to any legal action or proceedings arising out of or in connection with these terms of business, we both irrevocably submit to the non-exclusive jurisdiction of the English courts.