Terms and Conditions.

TREATING CUSTOMERS FAIRLY

Ping Insure is committed to the rules and general principles of the FCA and has close links with its clients. We have excellent recording and administrative systems and regularly review staff competence. It is our belief that all of the above embodies TCF. On an ongoing basis, we have the advantage of using external consultants who assess our strengths and weaknesses in terms of TCF.

If a customer requires information, we will be open and responsive to their request, replying in a timely manner. We will be mindful of the need to review customer information to ensure its accuracy and to comply with the Data Protection Act. This will enable us to respond fairly to our customers in the unfortunate event of a customer dispute. At all times we will ensure that client data remains confidential.

DISPUTES AND COMPLAINT HANDLING

We already have in place a written complaints procedure that every member of staff has read and understood. It is important that disputes are handled sympathetically and that we are open and honest about our mistakes. We recognize that a well-handled complaint can prevent a potentially difficult situation escalating and can ultimately retain customer loyalty.

We will be open in our complaint handling procedures and inform customers of areas outside of their complaint, if applicable, where we may have discovered errors of which they may not be aware. A complaint does not automatically lead to compensation, putting the matter right and offering an apology may often be more than enough. Customers readily accept that errors occur and in many cases are gratified that a firm will accept that they are fallible and keen to rectify the situation.

COMPLAINTS ABOUT THIS INSURANCE

Sales:

Breakdown Insurance/Gap Insurance/Caravan Insurance/Cycle Insurance

Please contact Our Customer Services Team by e-mail to customerservices@pinginsure.co.uk. Alternatively write to us at Ping Insure, Digital Media Centre, County Way, Barnsley S70 2EQ

We will acknowledge Your complaint within 5 working days. We will advise you who is dealing with it and when we expect to respond. We aim to respond fully within 8 weeks, however if we are unable to provide a final response within this period we will write to you before this time and advise why we have not been able to offer a final response and how long we expect our investigations to take.

Claims:

Gap Insurance/Caravan Insurance/Cycle Insurance

Please contact: –
MB&G Insurance Services Limited,
Cobalt Business Center,
Cobalt Park Way,
New Castel,
NE28 9NZ
Email: CVT@mbginsurance.com

If your complaint about your claim cannot be resolved by the end of the third working day, MB&G Insurance Services Limited will pass it to the insurer.

Breakdown Insurance

Please contact :-
Call Assist Limited
Axis Court
N Station Rd
Colchester
CO1 1UX
Tel: 01206 771 788,
Email: customerservices@call-assist.co.uk

Call Assist will:-

• Acknowledge your complaint within three working days of receiving it.
• Tell you the name of the person managing your complaint when the acknowledgement letter is sent.
• Have your complaint reviewed by a senior member of staff.
• Respond to Your complaint within eight weeks.
• Respond to your complaint within eight weeks. If this is not possible for any reason, they will write to you to let you know when they will contact you again.

If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than €2million and fewer than ten staff. You may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR.
Tel: 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk
The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local Citizens Advice Bureau.

If you have purchased the insurance policy online, you may also raise your complaint via the EU Online Dispute Resolution Portal at http://ec.europa.eu/consumers/odr/. This will forward your complaint to the correct Alternative Dispute Resolution scheme. For insurance complaints in the UK this is the Financial Ombudsman Service. However, this may be a slower route for handling your complaint than if you contact the Financial Ombudsman Service directly.

STAFF TRAINING

We acknowledge that the dealings of all staff affect whether customers are treated fairly. Having members of staff who are adequately trained and mature enough to acknowledge whether a task is outside their expertise is important in this regard.

Continuous professional development is important for all members of staff to maintain skills and competence. We also encourage our staff to obtain professional examinations.

INFORMATION FROM INSURERS/PROVIDERS

It is important that representatives and their administrative staff understand and consider documentation supplied by insurers, to ensure that they fully understand the features and risks associated with the product being recommended.

Representatives should also be able to make an informed judgement on the content and opinions expressed in any insurer’s/provider’s literature.

Commissions, Fees and Charges

When you arrange or renew your policy with us, we retain commission from the insurer(s) which is a percentage of the Gross premium. For some of our products, instead of retaining a commission from the insurer, we may charge you an Intermediary Services Fee for setting up your policy. Our commission or Intermediary Services Fee covers the costs of setting up and servicing your policy.

Any applicable Intermediary Services Fee is included within the total cost quoted to you. In regard to any further fees or charges that may apply, such as cancellation fees or midterm adjustments, these vary by product and are shown within the Terms and Conditions for the product selected.

KEEPING UP TO DATE

Our Compliance Function will continue to monitor further FCA guidance, to ensure that TCF is consistently built into the overall culture of the business, at all times.