Terms of Business

S P Roberts Insurance Services Ltd. Chiltern House, 81 High Street North, Dunstable, Beds. LU6 1JJ Tel. 01582 476077

TERMS OF BUSINESS

Accepting our Terms of Business. For your own benefit and protection, you should read these terms carefully. If you are unsure about any aspect of our Terms of Business or have any questions regarding our relationship with you, please contact us at the above address. By asking us to quote for, arrange or handle your insurances, you are providing your informed agreement to these Terms of Business. We draw your particular attention to the section headed ‘Use of personal data’ and specifically the paragraph explaining how ‘sensitive personal data’ will be used. The Financial Services Authority (FSA) is the independent watchdog that regulates financial services. It requires us to give you this document. Use this information to decide if our services are right for you. We are S.P.Roberts Insurance Services Ltd. of the above address. We are authorised & regulated by the FSA. Our FSA Register number is 308458. Our permitted business is arranging general insurance contracts. You can check this on the FSA Register by visiting the FSA’s website www.fsa.gov.uk/ or by contacting the FSA on 0845 6061234. We are neither owned by or do we own any insurer.

Our service. We offer products from a limited number of insurers, for business insurances only, eg Shops, Commercial Combined, Office. We are not contractually bound in this way. Ask us for a list of our insurers. You may have to pay us a fee for our services, as set out below. We act as an Independent Intermediary (Broker) on your behalf. Our service includes: taking details from you of your insurance requirements, demands & needs; obtaining quotations for you & presenting them to you for you to consider, arranging your insurance cover with insurers if you decide to accept the quotation offered and helping you with any subsequent event or alteration to your Insurance that we have placed on your behalf. We are not providing advice or making a personal recommendation for you. We will not in any circumstance guarantee the solvency of any insurer.

Disclosure of Information. It is important that you understand that any information, statements or answers made by you to us or your insurer are your responsibility and must be correct. Your attention is particularly drawn to the importance of the declaration and details given, whether completed or signed by you or not, on any Insurers’ Proposal Forms or Statement of Facts, as any failure to disclose facts material to the insurance or any inaccuracies in your answers may invalidate your insurance cover in part or in whole. Facts material to the insurance are matters or information which may influence your Insurer as to the acceptability or otherwise of your Proposal or Renewal and must be disclosed at the earliest opportunity and certainly at each Renewal. Sums insured must be kept adequate to replace the property at risk, or any claim could be reduced or refused. You are advised to keep copies of documentation sent to or received from us for your own protection. Please do consult us if you are in doubt on any aspect.

Awareness of Policy Terms. When a Policy is issued you are strongly advised to read it carefully as it is that document, the schedule and any certificate of insurance that is the basis of the insurance contract you have purchased. If you are in doubt over any of the policy terms or conditions, please seek our advice promptly. A specimen policy can be issued in advance of cover if requested but Terms & Conditions will apply from date of cover. Unless otherwise agreed quotations are valid for 30 days from the date the quotation is provided. If stated as subject to survey you agree to comply with any requirements of the insurer’s surveyor within the timescale or cover may be restricted or cancelled on insurer’s terms.

Cancellations of policies will be charged at insurers policy terms which may not be on a pro rata basis. Where you pay the premium on an instalment basis you agree to pay all charges made including any shortfall due to timing of instalments. Unless required by law, public interest, order of FSA or you give your consent all information you supply will be kept confidential to us and insurers involved with your policy. Insurers pass information to the Claims and Underwriting Exchange run by Insurance Database Services Ltd. The aim is to check information provided and also prevent fraudulent claims Remuneration. We are remunerated by commission paid by insurers and/or administration charges made in addition to any insurance premiums for the arranging, amending, renewal and cancellation of any policy of insurance. These charges are as follows. New Policy or Renewal Premium up to £2,000 - £100. Premium over £2,000 – as discussed . Alterations to Policy: Premium up to £250 - £25. Premium over £250 - £50. Percentage rates of commission on policies do vary. If the applicable rate is under 15% an additional charge will be made to make up the difference. Monthly instalment payment schemes attract surcharge of up to 2.5%. Credit card payments attract 1.5% charge. Prior to the conclusion of each insurance contract, or upon renewal, we will remind you of your right to be advised of the level of commission which we receive from underwriters.You are entitled, at any time, to request information regarding any commission which we may have received as a result of placing your insurance business. Premiums must be paid promptly within the time agreed. Failure to do so will mean cancellation of all cover. Moneys paid by you may be held in a Non-Statutory Trust bank account, may be used to pay other clients’ premiums, or passed to third parties in the course of transactions.

Cancellation of insurances. You should make any request for the cancellation of a policy in writing and any relevant certificate of insurance must be returned to us or to the insurer concerned. In the event of cancellation, charges for our services will apply in accordance with the ‘Payment for our services’ section above / our Tariff of Fees (attached/enclosed). The terms of your policy may allow insurers to retain the premium in full or to charge short-period premiums in the event of cancellation before the policy expires. Ending your relationship with us. Subject to your immediate settlement of any outstanding premiums and fees, you may instruct us to stop acting for you and we will not impose a penalty. Your instructions must be given in writing and will take effect from the date of receipt. In circumstances where we feel we cannot continue providing services to you, we will give you a minimum of 7 days notice. Unless otherwise agreed in writing, if our relationship ends, any transactions previously initiated will be completed according to these Terms of Business. You will be liable to pay for any transactions concluded prior to the end of our relationship and we will be entitled to retain commission received for conducting these transactions, together with all fees charged by us for services provided.

Conflict of interests Occasions can arise where we, or one of our clients or product providers, may have a potential conflict of interest with business being transacted for you. If this happens, and we become aware that a potential conflict exists, we will write to you and obtain your consent before we carry out your instructions and we will detail the steps we will take to ensure fair treatment.

Complaints and compensation. We aim to provide you with a high level of customer service at all times but, if you are not satisfied, please contact us: in writing write to Mr. S Roberts at the above address; by phone...01582 476077; by email...steve@sproberts.co.uk When dealing with your complaint, we will follow our complaint handling procedures; a summary of these procedures is available on request. If you are still not satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service. Access to the FOS is available for complainants coming within one of the following categories at the time we receive their complaint: Consumers (eg private individuals,) Businesses employing fewer than 10 persons and with a turnover or annual balance sheet total not exceeding €2 million, Charities with an annual income of under £1 million, Trustees of a trust with a net asset value of under £1 million. 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 the claim. If you are eligible to claim from the FSCS, compensation is available as follows: Until 31st December 2009 - 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. From 1st January 2010 - Insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance (such as Third Party Motor or Employers Liability), insurance advising and arranging is covered for 100% of the claim without any upper limit. Further information about compensation scheme arrangements is available from the FSCS on 020 7892 7300 or www.fscs.org.uk

Use of personal data We will process any personal information we obtain in the course of providing our services to you in accordance with the Data Protection Act 1998. In administering your insurances it will be necessary for us to pass such information to insurers and other product or service providers which may also provide us with business and compliance support. We may also disclose details to relevant parties, as necessary, to comply with regulatory or legal requirements. We may contact you or pass your details to other companies associated with us in order to promote products or services which may be of interest to you. We will not otherwise use or disclose the personal information we hold without your consent. Some of the details you may be asked to give us, such as information about offences or medical conditions, are defined by the Act as sensitive personal data. By giving us such information, you signify your consent to its being processed by us in arranging and administering your insurances. Subject to certain exceptions, you will be entitled to have access to your personal and sensitive personal data for which you will be charged a fee of £10. If at any time you wish us, or any company associated with us, to cease processing any of the personal data or sensitive personal data we hold, or to cease contacting you about products and services, please write to the above address.

Claims. If you have occasion to claim on your policy you must notify us immediately and we will promptly advise you and, if appropriate, issue you with a claim form and pass all details to your insurer. You should not admit liability nor agree to any course of action, other than emergency measures carried out to minimise the loss, until you have agreement from your insurer.

By instructing us to arrange cover for your new policy, renewal or adjustment you are agreeing to all the above terms.                                                          01.11.09