A & N - Giles Insurance & Investment Consultants

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"A personal approach with Giles Insurance"
We offer a wide range of commercial insurance products including catering liability, catering trailer, commercial vehicle and ice cream van insurance.

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01628 667707
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Terms and conditions


Please read these terms and conditions. They may affect your policy cover.

Giles Insurance 4b High Street Burnham Bucks SL1 7JH is authorised and regulated by the Financial Conduct Authority (FCA). We arrange and advise on insurance, act as an agent of insurers and assist in claims handling on behalf of customers with a fair analysis of the insurance market in relation to this particular contract. You can check this on the FCA’s Register by visiting the web site http://www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.


Quotations given by the company do not constitute offers. All proposals and requests for insurance are subject to acceptance by insurers. Premiums and terms quoted are subject to confirmation. Your insurance is based upon the information provided to the insurance company and Giles Insurance. You must ensure that all such information is complete and accurate, and that any facts that may influence the insurers decision to accept and pay a valid claim, are disclosed. Failure to disclose material information may invalidate your insurance cover and could mean that part, or all, of a claim may not be paid.

Amounts quoted include commission, and insurance premium tax. You may also have cancellation rights under your policy, subject to no claims having been notified during the period.


It is your duty to supply your insurer information before the cover commences and during the duration of the policy that may effect the risk.

Cooling Off Period

You have a 14-day cooling off period from the date of your policy inception. To cancel your policy within this time, you must write to us confirming your intent and enclose your certificate of insurance or valid cover note (for vehicle cover). We will return your premium less a proportionate charge for the period of cover and less any fee or insurer administration charge.


Renewals are invited on the understanding that there have been no changes in the risk.

Payment of Premiums

Premiums are payable on demand and cover will be affective from the time payment is received. Premiums must be paid by the date(s) specified. You may pay by cheques, credit card, cash, debit card or instalments, subject to status. Where your premium is paid by direct debit we will, for your protection and subject to your insurer offering renewal terms, automatically renew your existing policy unless you instruct us otherwise. Please note that after a claim, insurers do not normally allow any refund of premium, and direct debit payments must be maintained in full. Should payment be in default we reserve the right to cancel, or to request your insurers to cancel the policy. Any refund will be offset against the outstanding balance. If after application of a refund, any balance remains outstanding and it is necessary for debt recovery agents to be instructed, debt recovery costs will be included.

Legal Expenses & Breakdown Cover

When purchased as separate contracts, these will normally run concurrently with your vehicle, or home policy. There is no refund on cancellation.

Responsibility for Cover

Clients are reminded that it is their personal responsibility, under the road traffic act, to ensure that before using or permitting the use of a vehicle on the public highway, they are in possession of a current valid cover note or certificate of insurance. Clients must immediately contact the company if their cover note or certificate of insurance expires, as no cover may exist unless and until written or documentary confirmation of cover has been received.


The onus is upon clients to ensure that information supplied to Giles Insurance is accurate. Giles Insurance cannot accept responsibility in case of such information being inaccurate. Clients must give instructions in person or in writing, as they will be responsible for the consequences of instructions given. Clients must check that the information, which has been given, is accurate. Any errors or omissions must be notified immediately. A copy proposal form is available upon request. The client must, on receipt of a policy document, check that the policy accurately reflects his/her requirements. Any queries must be raised immediately.


All personal information about you will be treated as private and confidential (even when you are no longer a customer), except where the disclosure is made at your request, with your consent, in relation to administering your insurance or where it is required by law. As part of the FCA’s duties, we may be asked to provide them with access to our customer records in order that they may carry out a review of our activities.

Some or all of the information you supply to us in connection with your insurance proposal will be held on computer and may be passed to other insurance companies for underwriting and claims purposes. Under the Data Protection Act 1988 you have a right of access to see personal information about you that is held in our records, whether electronically or manually. If you have any queries, please write to the Partners at the above address.

Adjustments / Cancellation Charges

Amendments to policies after inception can normally be arranged on receipt of full details and on return of the certificate of insurance. These are subject to acceptance by insurers and payment of the company’s quotation.

Policyholders may cancel annual policies on return of the current certificate of insurance and written instructions. Subject to no claims having occurred, return of the premiums are given, less any outstanding balance of premium, and subject to any refund not exceeding the net amount credited by the insurer. Giles Insurance reserves the right to cancel insurances on behalf of clients who fail to pay premiums on demand, or who fail within seven days of a written request by the company.

Please note that we will not refund any commission since this was earned for arranging the policy. Commission is considered as earned directly payment or a proportion of payment has been made.

Commission and Brokerage Charges

The Company receives, in most cases, a commission from the insurers. This is normally a percentage of the premium. Commissions rates are variable and do not, in many cases, reflect the work involved by the Company in arranging cover and servicing. The Company will add to the premium brokerage or transaction charges a maximum service charge of £30.00 per adjustment. When the company arranges a more complex new business policy we reserve the right to charge an arrangement fee. Where a fee or charge is payable, you will advised before you commit to it. We operate a non-statutory trust account where cross funding may occur. Your insurance money will be kept separate in this account at all times. You will not receive interest on your insurance money.

Credit Check Question

To make sure you get the best offer from insurers, now or at any renewal or at any time and to protect their customers from fraud and to verify your identity, they 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 applications proceed. As well as these searches insurance companies may use a credit check to ascertain the most appropriate payment options for you. This credit check will also appear on your credit report whether or not your applications proceed. By selecting 'yes' you agree to this credit check - Answer:

Instalment Charges

Payment by 3 instalments (where payment is not by direct debit)

Premium less than £499.99
£20.00 Fee
£500.00 - £749.99
£30.00 Fee
£750.00 – £999.99
£40.00 Fee
£1000.00 - £1499.99
£50.00 Fee
£1500.00 or above
Minimum £50.00 Fee


Clients are reminded to keep the certificate of insurance in a safe place. Giles Insurance will make a charge of £25.00 for duplicate documents.

Treating you fairly

We aim to treat you fairly. We consider carefully the products we offer and we select or design them with our customer in mind. We work hard to make sure you’re not misled and that the information we provide is clear and understandable. Our complaints process is fair and accessible and we aim to put things right if we’ve made a mistake. We want you to be confident and comfortable in your dealing with us.

Law Applicable to Contract

Clients and insurers are free to choose the law applicable to insurance contracts, but in the absence of agreement to contrary the law of the country residence (or for businesses the registered office or principle place of business) will apply. For non-UK residents of businesses the law of England and Wales will apply.

Complaints Procedure

It is our intention to provide a high level of service at all times. If, however, your have reason to make a complaint about our service you should contact Mr. N Giles. You may be entitled to refer it to the Financial Ombudsman Service.

Further information is available at: http://www.financial-ombudsman.org.uk/

We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet our insurance obligations. This depends on the type of business and the circumstances of the claim. Further information about compensation scheme arrangements is available at: http://www.fscs.org.uk/

Giles Insurance Customer Charter

Our Policy towards Treating the Customer Fairly (TCF)

We recognise the advantages offered by a commitment to treating our customers fairly and fully support the FCA’s Principle for the protection of customers interests – a firm must pay due regard to the interests of its customers and treat them fairly.

Giles insurance specialise in the provision of cost-effective insurance packages and personal lines for all types of cover including commercial insurance.

We believe that treating our customers fairly and paying due regard to their interests has the following benefits:

  • A first-class service for our customers
  • Our customers will have a clear understanding of our insurance products
  • Our customers will understand what they are being offered
  • We can be measured against common standards
  • In other words, our customers benefit from being treated fairly and so do we in securing more business

In summary we believe that conforming to the principle of treating our customers fairly will benefit not only our customers but also our staff and our company itself.

We will therefore ensure that the need and requirements of our clients will be taken into account in everything we do, not just in our customer facing areas. For example:

  • Control and Supervision – The partners focus on a particular program of insurance from which there is no divergence. A partner is located in the same open office. ‘Demands and Needs’ are checked on a regular basis. If necessary customers are contacted a second time for any clarification of information.
  • Clear presentation of Quotations – Each quotation includes a clear ‘Key Facts’ Summary, Schedule of Insurable Values clearly stating any special conditions (alarm/security requirements, flat roof warranty, deep fat frying provisions etc), Terms of Business Agreement, Statement of Facts/Proposal.
  • Disclosure Information – Procedures are in place to ensure all disclosures are made in sufficient time for clients to make informed decisions about a purchase particularly prior to renewal. We will also ensure that Demands and Needs and Suitability Statements reflect a full and personal assessment of the clients needs and those customers are advised to read the documentation, particularly the Policy Summary.
  • In the Interests of ‘Contract Certainty’ every effort is made to issue formal policy documents within 30 days of the inception of cover or receipt of completed Proposal, if appropriate.
  • Training & Competence – All staff will be competent to carry out their jobs and provide the best possible service to our customers.
  • Sales – We will ensure that all staff advising customers are competent to do so and that their competence is checked regularly.
  • Financial Transparency - In all quotations administration fees are clearly stated, as is insurance premium tax together with the basic premium. Our Terms of Business also sets out the basis of our remuneration.
  • Remuneration Strategy – We have a remuneration policy in place. In simple terms none of our insurance professionals receives commission as part of his/her remuneration package. We therefore ensure that the risks of any inducements that are potentially unfair to our clients are removed or the risks recognised and minimised.
  • Unfair Inducements – In any event all volume over riders, placement service agreements and corporate days will be assessed to determine whether they are ‘likely to conflict to a material extent with any duty the firm owes to its customers’.
  • Insured’s obligations – Duties of disclosure, the implications of any breach of warranty or policy condition are highlighted in any offer we make to you.
  • Offering a fair cost effective deal – We recognise the reality that customers seek best price for the cover they need. We ensure that the quality of cover offered is first class and strive to achieve the lowest price for that cover. We never trade elements of cover against premium.
  • Management Information and meetings – We will consider on a regular basis reports on compliance matters, complaints trends, persistency rates, conversion ratios and customer comments. This data will be used to guide future business decisions to improve TCF performance.
  • Advertising and Promotions – We will ensure a robust procedure is in force to ensure that financial promotions are FCA and Advertising Standards Authority (ASA) compliant. We will also monitor the application of such procedures. We will ensure that all advertising material is clear, fair and not misleading and provides a balanced picture of the product or our service. We will endeavour to identify and understand our target audience to ensure we treat them fairly.
  • Conflicts of interest – We will do all we can to minimise conflicts of interest and promote an open and blame free culture to encourage reporting of all potential situations.
  • Complaints Handling – We will handle all complaints in an open and honest manner, aiming at all times to settle complaints in an amicable and timely manner. We will aim to welcome all customer comments and use them as a learning tool. In no instance will the party at whom the complaint is directed handle a complaint. Levels of redress or ex-gratia payments, where offered, will always be fair to the complainant.
  • Accounts – No Payments of client credits and claims under scheme business will be delayed unnecessarily.
  • Systems and Controls – We have in place suitable senior management arrangements, systems and controls that will ensure that, at all times, the interests of our customers are given top priority and all areas of the business have this principle embedded in them.
  • And lastly, in the interest of full transparency we send this charter to each and every customer.
  • The success of this policy is dependent upon the total commitment of everybody in the company and our belief that the customer comes first in everything we do.

If you feel we have not fulfilled the obligations either in the setting up of your policy or the handling of any claim please contact our TCF compliance Manager on 01628 667707.

We need you to tell us if there are any issues; your call will be welcomed and appreciated.

Disclosure of the status of premiums paid to us is clearly set out in our ‘Terms of Insurance Business’. Customers can be reassured all premiums paid to us are held as Agent for the Insurer (or the Insurer’s Agent) under what is termed ‘RISK TRANSFER’. This means that money paid to us is deemed to have reached the Insurer. For information the FCA CASS rules do not apply to monies held solely under RISK TRANSFER. More information on this is available from http://www.fca.org.uk.

Updated: 23 June 2014