Terms & Conditions
Why we need your information?
We need information from you to give you a quote and manage your policy, including sorting out any claims.
The information we keep about you includes your transactions with us, and anything that we’re told about you by other organisations or businesses.
We’ll only collect the information needed to give you the best service.
Sometimes, we might need to change the way we use your information. If it’s a big change, we’ll inform you by email at the address you supplied. When we do, you’ll have 60 days to let us know if you don’t want the new changes to happen. If we don’t hear from you in that time, it’ll mean that you’re happy for us to go ahead.
Who we’ll share your information with
First 4 Recovery Ltd is underwritten by Ageas Insurance Ltd. When you give us your details, we’ll share them with our insurance partners other brands, so we can give you the best products and services.
We might also need to share your details with some other businesses and organisations. These could include underwriters, credit reference firms, fraud prevention agencies, and companies that work with us, or you.
That’s so we can work out financial and insurance risks, recover debts, prevent crime, and improve our products and services.
We won’t share your information with anyone outside our insurance partners and Ageas Insurance Ltd unless we’ve got your permission, or we’re legally allowed to.
As part of this agreement with you, we can also transfer rights and obligations.
Where we transfer your information
If we need to work with suppliers outside the UK, we might need to transfer your information. If we do, we’ll make sure they keep your details just as safe as we do.
To comply with the law and help prevent crime, they might also need to share your information with law enforcement agencies and the authorities.
Dealing with other people
We’ll deal with your spouse or partner on your behalf as long as they’re named on your policy. If you’d like someone else to deal with us for you, let us know. If at any time you would prefer that we dealt only with you, just say.
Keeping you posted
From time to time, we’ll be in touch about special offers or products you might be interested in.
If you’d prefer that we didn’t, let us know. Call 0333 101 0039 or email sales@first4recovery.co.uk.
You can also write to First 4 Recovery, King James VI Business Centre, Friarton road, Perth, PH2 8DY.
Seeing your information
You’ve got the right to see your information — you just need to make a ‘Subject Access Request’. Write to First 4 Recovery, King James VI Business Centre, Friarton road, Perth, PH2 8DY. Remember to include your reference number. There might be a small admin fee.
Cutting down fraud
To help stop fraud, we might share or check information with other organisations, including the police. If we do, we’ll always follow the Data Protection Act 1988.
If any of the details we’ve got look like they might be false or wrong, we’ll record that.
We, and other agencies, might also use fraud prevention agencies anywhere in the world to help make decisions about whether to give you or people you live with insurance, credit, or other financial services. We might also use them to recover debts, and check people’s identities to help stop money laundering.
It’s important you make sure everything you tell us is right, because these records are checked when people apply for insurance, credit, or work.
We can give you the names and addresses of the agencies we use, if you’d like a copy of the information they have about you. Just write to First 4 Recovery, King James VI Business Centre, Friarton road, Perth, PH2 8DY. Remember to include your reference. There might be a small admin fee for some requests.
If you’ve given us any information to do with anyone else, please make sure you also show this privacy policy to them.
Complaints
At First 4 Recovery Ltd we aim to provide you with a smooth, easy but above all first class online service. However, there may be times when you feel that we have not done so. If this is the case, we would rather be told about it so that we can do our best to solve the problem in future.
Any complaint you have regarding your policy should be addressed to the policy administrator:
Customer Services, Call Assist Limited, Axis Court, North Station Road, Colchester, Essex CO1 1UX.
Please include the details of your policy and in particular your policy number, to help your enquiry to be dealt with speedily.
We promise to:
• acknowledge your complaint within three working days of receiving it;
• have your complaint reviewed by a senior member of staff;
• tell you the name of the person managing your complaint when we send our acknowledgement letter; and
• respond to your complaint within eight weeks. If this is not possible for any reason, we will write to you to let you know when we will contact you again.
If you remain dissatisfied with our final decision or if you have not received our final decision within 8 weeks of us receiving your complaint, short of court action, you can ask The Financial Ombudsman Service to review your case provided the policy is not of commercial nature.
The right to apply to the Ombudsman must be exercised within six months of the date of the Company’s final decision. If you do not refer your complaint within 6 months of our final decision The Financial Ombudsman Service will not have our permission to review your case and will only be able to do so in limited circumstances, such as if the delay was due to exceptional circumstances.
The Financial Ombudsman Service can be contacted at the following address:
The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR.
Or by telephoning: 0800 023 4567 (free from landlines) or
0300 123 9 123 (free from some mobile phones) or email complaint.info@financial-ombudsman.org.uk.
For further information, you can also visit the website:
www.financial-ombudsman.org.uk.
Following the complaints procedure does not affect your rights to take legal proceedings.
