We are authorised and regulated by the Financial Conduct Authority. Our FCA Register number is 632022 and you can check this via the Financial Services Register at https://register.fca.org.uk/.
The FCA is a quasi-governmental agency in the United Kingdom, formed as one of the successors to the Financial Services Authority (FSA) that regulates financial firms providing services to consumers and maintains the integrity of the UK’s financial markets.
Tel: 0800 111 6768
We act as an independent Consultant on your behalf and our services include advising you on your insurance needs, arranging your insurance cover with insurers to meet your requirements and helping you with any ongoing changes you have to make.
This includes recommending a specific insurance policy.
This covers a range of activities including introducing a customer to an insurer, helping a customer to complete a proposal form and sending this to an insurer.
This includes helping a potential policyholder to complete a proposal form or introducing a customer to another intermediary, either for advice or to help arrange an insurance policy.
This includes entering into a contract of insurance with a customer on behalf of an insurer (for example, issuing a cover note).
This includes notifying an insurance claim to the insurer and negotiating settlement on behalf of the customer.
We offer products from specialist insurers for taxi insurance, minicab insurance, chauffeur insurance, wedding and funeral car insurance, motor trade insurance and commercial insurance. We will provide a list of these insurers on request. For legal expenses insurance we deal exclusively with MSL, which is underwritten by Financial & Legal PLC. For our Hire & Reward insurance we deal exclusively with Nelson Insurance Company Ltd.
Please be advised that Headway and Nelson Insurance are associated group companies managed under the same directorship.
Unless otherwise agreed, any quotations given will remain valid for a period of thirty (30) days from the date of issue of the quotation.
We normally make the following charges to cover the administration of our insurances (please note in certain circumstances these may vary):
The specific amount and purpose of any additional charges will always be advised to you in advance.
For return premiums (usually arising if an insurance risk is reduced or the policy is cancelled), we repay commission on the refund to your insurer and this amount will be deducted from the final amount refunded to you.
It is your responsibility to provide complete and accurate information to insurers when you take out your insurance policy, throughout the life of your policy, and when you renew your insurance. Failure to disclose information pertaining to your insurance, or any inaccuracies in information given, could result in your insurance being invalid or cover not operating fully and may affect any claim you may make.
It is important you ensure that all statements you make on proposal forms, Statement of Fact, claim forms and other documents are full and accurate. If a form is completed on your behalf, you should check that the answers shown to any questions are true and accurate before signing the document.
You are reminded that it is an offence under the Road Traffic Act to make any false statements or withhold any relevant information to obtain a Certificate of Motor Insurance.
You are advised to keep copies of any correspondence you send to us or direct to your insurer. If you are in any doubt as to whether any information is material, you should disclose it.
When a policy is issued you are strongly advised to read the Policy Document 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.
We accept payment by bank transfer, cash or any of the major debit/credit cards.
You may be able to spread your payments through installment schemes or a credit scheme that we have arranged with a third party finance provider. We may receive commission for providing this service. We will give you full information about your payment options and details of the interest payable when we discuss your insurance in detail.
For certain types of insurance we may ask you to sign a form granting us authority to retain documents such as your Certificate of Motor Insurance until full payment has been received. In these circumstances we will provide you with any documents that you are required to have by law.
Under the terms of our Client Bank Account (which has been set up in accordance with strict rules laid down by the Financial Conduct Authority), we are required to inform you that we may use your individual premium to settle premiums due under other policies (including those payable by other clients). We are the Agent of insurers for the purpose of collection of certain premiums.
For some insurances we may place business with insurers through another FCA authorised intermediary and in these circumstances premiums will be transferred to that intermediary. You will be advised if this affects your own insurances and be given details of any fees or charges made by that intermediary.
All Insurance premium discounts available to clients are subject to these terms and conditions. Headway reserve the right to verify proof of membership to UBER or the like. To qualify and obtain a discount you must notify us that you are a member of UBER at the quotation stage.
Any discounts given are not retrospective.
Discounts will apply at new business and renewal only.
Discounts cannot be applied once Insurance cover commences.
Any existing or future discounts applied cannot be used in conjunction with the UBER membership discount. If a client qualifies for any other discounts offered by Headway, whichever the greater will be applied.
Headway reserve the right to withdraw any special offers or discounts at any time.
It is essential that you notify us immediately of all incidents which may result in a claim under your insurance policy whether you believe you are liable or not. Any letter of claim, summons, notice of prosecution, inquest or fatal accident received by you must be passed to us immediately.
When we receive notification of an incident that might give rise to a claim under your policy, we will inform the insurers without delay and, in any event, within three (3) working days. We will advise you promptly of insurers’ requirements concerning claims, including the provision, as soon as possible, of information required to establish the nature and extent of loss.
You should not admit liability or agree to any course of action, other than emergency measures to minimise your loss, until you have agreement from your insurer. We will forward any payments received from insurers, in respect of any claim, to you without delay.
We will notify you of any request for information we receive from your insurers.
In the event that there is a failure to pay the agreed premium by installments or Direct Debit, we reserve the right to cancel the policy on your behalf, with or without the return of the valid cover note or Certificate of Motor Insurance. Before such actions are taken we will give you seven (7) days notice in writing by way of a Recorded Delivery letter sent to your last known address.
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.
Further information about compensation scheme arrangements is available from the FSCS: www.fscs.org.uk
It is our intention to provide you with a high level of customer service at all times. However, if at any time you are dissatisfied with the service we provide, we have a formal complaints procedure. You should, therefore, take the following course of action:
In the first instance you should discuss your complaint with the member of staff with whom you have been dealing. If you remain dissatisfied, please contact the Operations Manager at the following:
Headway Insurance Services Ltd
317 Bethnal Green Road
We endeavour to respond to a complaint and resolve the issue as soon as possible. We will respond to your complaint within two (2) working days.
Should we need to carry out further internal investigations, we will send you a Notice of Investigation letter within five (5) working days from the date that your complaint was received.
In the unlikely event that our investigations require longer than four (4) weeks to complete, we will write to you to explain why we are not yet in a position to respond to your complaint and indicate when we will be making further contact (this must be within eight (8) weeks from the date that your complaint was received).
If after eight (8) weeks we are still not in a position to make a response, we will write to you, giving reasons for the delay and an indication of when we expect to provide you with a full and final response.
Once our investigations are complete we will write to you with our final response.
If you are dissatisfied with the final response we must advise you to refer the complaint to: Financial Ombudsman Service (FOS) Exchange Tower, Harbour Exchange Square, London E14 9SR.
Please see our GDPR privacy statement at the following link.
Insurance companies pass information to the Claims and Underwriting Exchange Register (CUE) and the Motor Insurance Anti-Fraud and Theft register (MIAFTR) run by the Motor Insurance Bureau (MIB).
The aim is to help us check information provided, and also to prevent fraudulent claims.
When we deal with your request for insurance we may search these registers. Under the conditions of this insurance, you must tell us about any incident (such as an accident or theft) whether it gives rise to a claim. When you tell us about an incident, we will pass information relating to it to the registers.
This Terms of Business is subject to English Law and does not affect your normal legal rights.