Keyfacts about our insurance services

The FSA is the independent watchdog that regulates financial services. It requires us to give you this document. Please use this to decide if our services are right for you.

We offer products from a range of insurers for Household, Commercial and Motor insurance.

We offer products from a single insurer for:-

• Legal Expenses insurance from Primary Insurance Company Limited.
• For Accident, Sickness and Unemployment from Assurant Insurance.
• Travel insurance from Fortis Insurance Ltd.
• Pet insurance from Pedigree Livestock Insurance Ltd arranged through Petshield.
• Caravan insurance from IGI Insurance Co Ltd.
• Private Medical from Legal & General Insurance Ltd.

3. Which service will we provide you with?

We will advise and make a recommendation for you after we have assessed your needs.

Our service also includes:

• arranging your insurance cover with insurers to meet your requirements;
• and helping you with any ongoing changes you have to make.

4. What will you have to pay us?

No fee. You will receive a quotation which will tell you about any other fees relating to any particular insurance policy.

5. Who regulates us?

Lancaster House Group (trading as Lancaster House Mortgages & Mortgage Services) are directly "Authorised and Regulated by the Financial Services Authority" ( FSA )

Our FSA Register number is 300560

Our permitted business is arranging, advising, dealing as agent and assisting in the administration of non-investment insurance contracts.

You can check this on the FSA's register by visiting the FSA's website www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234

6. Ownership.

Lancaster House Group is a partnership and no Insurer owns any of our share capital.

We do not own shares or have voting rights in any Insurer.

7. What to do if you have a complaint.

We are required to establish a procedure for handling complaints. Should any aspect of your insurance enquiry not be handled properly, in the first instance you should address your concerns to us at :

Suite 12
Linden Business Centre
Linden Road
Colne, BB8 9BA

Or telephone 01282 863531. ( written details are preferred )

We have internal procedures for handling complaints fairly and speedily. We will acknowledge complaints within five business days of receipt.

If we are able to give a full reply to your complaint, we will do so within four weeks or alternatively we will write to you tell you that we need to hold our final response, and to inform you of the anticipated time needed to give a full reply to your complaint, a final response will be within eight weeks.

If you feel your complaint has not been resolved satisfactorily you may refer to the FOS.

Their contact details are:

The "Financial Ombudsman Service" ( FOS )
Online: www.financial-ombudsman.org/consumer/complaints.htm
E-mail: complaint.infofinancial-ombudsman.org.uk
Telephone: 0845 080 1800

8. Are we covered by the Financial Services Compensation Scheme (FSCS)?
What is the situation if we cease trading or are no longer registered with the FSA?

We are covered by the Financial Services Compensation Scheme ( FSCS ). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of your claim.

Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit.

or

For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit.

Further information about compensation scheme arrangement is available from the FSCS.