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Monday 20 February 2017

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Terms and Conditions

Warranty Direct's GAP Cover Insurance policies are underwritten by LAMP Insurance Company Limited, whose registered office is Suite 934 Europort, Gibraltar, company number 93562. LAMP Insurance Company Limited is licensed and regulated by the Gibraltar Financial Services Commission under the Financial Services (Insurance Companies) Act.

All GAP Cover Insurance policies are administered by Warranty Direct Limited, Quadrant House, 20 Broad Street Mall, Reading, RG1 7QE, company number 3233010. Warranty Direct limited is authorised and regulated by the Financial Conduct Authority.

All policies and documents must be checked by our clients to ensure that they are correct, and that they meet their requirements. It is the responsibility of purchaser of the policy to ensure that it meets their requirements. If in doubt about your cover under a policy please ask for clarification. All clients will give us authority to retain documents when we feel this is appropriate for the protection of the insurer or in the client's interest or in our interest. Under no circumstances can our staff answer questions or give advice on policies not arranged by us.

Non disclosure can lead to policies being made void or claims being rejected.

Force Majeure. We shall not be liable for any failure to perform our obligations hereunder if such failure results from any act of God, government act, civil commotion, riots, legislation, weather conditions or actions of companies or persons outside our control.

Photocopying is done on the understanding that any breach of copyright will be the responsibility of the person requesting the photocopying. We do not accept responsibility for damage to any article. We reserve the right to decline to photocopy any item.

All clients transacting business with Warranty Direct Ltd will be deemed to have accepted these terms of business. We reserve the right to amend our Terms of Business. Our Terms of Business do not affect the Consumers Statutory rights.

Complaints Procedure

If you have a complaint about any of our services, please let us know so that we have the opportunity to investigate the problem and put things right. You should first send your complaint to:

Customer Relations
Warranty Direct Limited
Quadrant House
20 Broad Street Mall
Reading
RG1 7QE

Alternatively, you can email us at: complaints@warrantydirect.co.uk or, telephone 0800 097 8838.

Investigation

A complaint handler will investigate your complaint. They will not have been directly involved in the issue you are complaining about.

Communication

1. If we need to ask you for more information, we will tell you why this is necessary.

2. If we need to take action to settle the problem, we will tell you what action we will take and keep you up to date with any developments.

3. We will give you a clear written explanation for our action. If we need to pay any undisputed amount due under the policy, we will do this quickly and this will not affect your complaint.

4. We will issue our final response.

We will keep you informed in line with the following service standards.

A. We will return your phone calls within two working days.

B. When we receive your complaint, we will usually acknowledge this in writing on the same day, but in any case within five working days. The acknowledgement will include the relevant complaint handler's details and a copy of these procedures.

C. Within four weeks of receiving your complaint, we will send you a:

If we are unable to respond to your complaint within eight weeks or the matter is still not resolved to your satisfaction you have the right to refer your complaint to the Financial Ombudsman Service but must do so within 6 months of the date of our final decision letter.

If you refer your complaint outside of this 6 month time frame, the Financial Ombudsman Service will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example if the Ombudsman believes that the delay was as a result of exceptional circumstances.

The Financial Ombudsman Service
Exchange Tower,
London E14 9SR
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4 567 (free if calling from a fixed line) or 0300 123 9 123

There are some instances when the FOS cannot consider complaints. This procedure will not prejudice your right to take legal proceedings.

Data Protection Act 1998

We will keep any personal information you give us, in line with the Data Protection Act 1998, for the purpose of providing insurance and handling claims. This may mean passing the information to third parties.