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Ross Gower Group Limited T&C's, Charges & Complaints Procedure

Who we are Ross Gower Group Limited is a Guernsey registered Company No 20027. Licensed by the Guernsey Financial Services Commission to advise on all classes of General Insurance Business. Ross Gower Group Limited is regulated in Jersey by The Jersey Financial Services Commission in the carrying on of general insurance mediation business.
Our registered office is; PO Box 2, Insco House, The Rohais, St Peter Port, Guernsey, GY1 3AA. All telephone calls are recorded.

Explanation of our service Our service includes advising you on your insurance needs, arranging your insurance cover with various Insurers to meet your requirements and helping you with any ongoing changes you have to make. As part of our service we will also assist you with any claim you need to make. In arranging your insurance we deal with a number of insurers, details of these will be advised to you when we discuss your individual requirements, prior to your commitment to proceed.

Internet Facility We offer various covers via the Ross Gower website. The 'Key Facts' and 'Policy Wordings' are downloadable prior to purchase. Advice on these policies is available from Ross Gower during office hours. However, the nature of these policies is that they are treated as 'Non Advised'. The decision regarding the suitability of these policies rests with you.

Scope of Advice Ross Gower is licensed to advise on General Insurance Products.

Market Security We offer placement of insurance with regulated insurers / companies, using public information, including that produced by recognised rating agencies. However we will not in any circumstances act as an insurer nor will we guarantee solvency of any insurer or market used for your requirements. The decision regarding the suitability of any insurer or market rests with you.

If your insurance cover is placed via another insurance intermediary located outside Guernsey, your premium may be passed to that intermediary, your premium may be treated differently than it would be if it were held by an insurance intermediary in Guernsey.

Your duty to give information to Insurers Your insurance is based upon the information provided to the insurance company and you must ensure that all such information is complete and accurate and that any facts which may influence the insurer's decision to accept the risk or terms offered have been disclosed. The duty to disclose information continues during the life of the policy and at renewal, you must make sure you inform your insurer of any changes affecting your insurance.

You are responsible for all answers or statements on proposal forms (including Sums Insured), claim forms or other material documents and you should ensure these are full and accurate.

Failure to disclose material information at the start of the policy or to advise the insurer of changes to the risk during the period of insurance may invalidate your insurance cover and could mean that part or all of a claim may not be paid.

Law Applicable As parties to the insurance contract, you and the Insurer have the right to choose the law applicable to it.

In the absence of a specific agreement, the law of the country within the UK and Channel Islands, in which you reside when the contract is concluded, will apply.

Confidentiality All personal information about you will be treated as private and confidential (even when you are no longer a customer) except where the disclosure is made at your request or with your consent in relation to arranging your insurance or where we are required by law.

Some or all of the information you supply to us in connection with your insurance proposal will be held on computer and / or in a paper file and may be passed to insurance companies for underwriting and claims purposes. In addition we may use some of the information to advise you of other products and services offered by insurance companies, and may pass details to other carefully selected companies whose products and services we feel may be of interest. If you do not wish to receive such details please contact the Manager at our registered office address.

We may pass information about you to credit reference agencies for the purpose of arranging payments by instalments, and may also pass to them records of your payment history with us. Your Insurer may exchange information about you with other insurance companies for underwriting and claims handling purposes.

Under the Data Protection laws of Guernsey you have the right to request access to personal information about you that is held in our records and ask us to correct any inaccuracies. For more information write to the Manager at our registered office.

Conflicts of Interest We offer independent advice, but occasions can arise where we, or one of our other clients, will have some form of interest in business that we are transacting for you. If this happens, or we become aware that our interests conflict with your interests, we will inform you in writing and obtain your consent before we carry out your instructions. There may also be situations where the interests of one of our other clients conflict with your interest, in which case we will use our best endeavours to act as fairly as possible between our clients.

Charges Ross Gower Group Limited receives various levels of commissions when arranging and renewing insurance policies on your behalf. It is our normal policy to make administration or other charges in certain cases. Where a charge is payable, you will be advised before you commit to the insurance.

The following scale of charges will apply;

ChargeMaximum Charge
New policy or renewal administration charge £5 or up to £50
Fee Based Products (fees will be disclosed and agreed prior to policy inception) Variable
Household Legal Protection £17
Motor Legal Protection £12
Marine Legal Protection £18
Commercial Legal Protection Variable
Mid Term Adjustment Administration Charge £10
Mid Term Cancellation Administration Charge* £10 + £25 Insurer Charge & Pro Rata Time on Risk
Returned Cheques £20
Duplicate Cover Notes £10
Duplicate Certificates £10
Duplicate Windscreen Discs £10
Premium Instalments Loan Service % of annual premium (Prevailing rate at time of inception or renewal)

* Plus Retention of the full annual commission received at our discretion

Payments by Instalments Ross Gower offers a monthly instalment facility to its clients for which a surcharge is made. (may vary from time to time). Full details of the cost including the Annual Percentage Rate will be provided prior to the issue of documentation. Clients wishing to pay by instalments may be subject to credit checks.

Client Monies & Interest earned on them All Client monies held in relation to General Insurance premiums are held in a separate client account and the monies held are at the risk of the insurers. Any bank interest earned on your premium (insurance money), while it is held on our Insurance Broking account, will be retained by us. In the event of this being greater than £20 per transaction we will obtain your consent to retain this interest.

Complaints It is our intention to provide a high level of service at all times. If however you have reason to make a complaint about our service, we have internal procedures for handling complaints fairly and promptly. In the first instance you should contact- The Manager, Ross-Gower Group Limited, PO Box 2, Insco House, The Rohais, St Peter Port, Guernsey GY1 3AA

Our procedure Your complaint will be acknowledged within 5 Business days.

Whenever possible your complaint will be dealt with within 20 working days and if compensation or redress is felt appropriate details of this will be provided with full reasons for the decision. If it is not possible to respond to your complaint within 20 business days you will be advised of the reasons in writing and given a note of when you may expect a final response.

If you are dissatisfied with our response, please follow the complaints procedure in your policy booklet. If your complaint is of a regulatory nature you may write to the - The Channel Island Financial Ombudsman, PO Box 114, Jersey JE4 9QG.

Professional Indemnity Insurance
Ross Gower maintains Professional Indemnity Insurance as required by The Insurance Managers & Insurance Intermediaries (Bailiwick of Guernsey) Law, 2002 as amended.


Ross-Gower Group Limited Internet Terms & Conditions
October 2016

The agreement
By using our website you are agreeing to these terms and conditions so that we can deliver to you the cover you require as providers of contracts of insurance. If you do not agree to these Terms, please do not use our website. If you are unsure about any aspect of these Terms & Conditions or have any questions regarding our relationship with you, please contact us.

The company
Ross Gower Limited (Ross Gower) is a limited company registered in Guernsey, registration number 20027. Our registered office address is PO Box 2, Insco House, The Rohais, St Peter Port, Guernsey, GY1 3AA. We are Licensed by the Guernsey Financial Services Commission (GFSC) to advise on all classes of General Insurance. You can check this on the GFSC's Register by visiting the GFSC's website www.GFSC.gg or by contacting the GFSC on 01481 712706

Your responsibilities
We will provide you with a quotation based on the information you have provided to us. It is essential that all information and answers are true and accurate and that you also disclose all relevant facts. If you do not provide accurate information and disclose all relevant facts this could lead to your insurance being invalid and claims may not be paid. If your insurance is invalid, you could also be liable for any third party costs in the event of an accident. Neither we nor the insurance company checks the information you input into our website so you must check it. If your information is not correct, or if you have failed to disclose all material facts, your insurance may be invalid and claims may not be paid. It is important that you read the insurance company's Terms and Conditions to check that you understand and agree with them. The insurance company's Terms and Conditions are not the same as ours and there will be the terms which you will be agreeing to when accepting a quotation. It is important that you read all insurance documents issued to you and ensure that you are aware of the cover, limits and other terms that apply. Particular attention must be paid to any warranties and conditions as failure to comply with them could invalidate your insurance.
We do not accept any responsibility to you if your insurance is invalid because you made a mistake in providing the correct information or if you failed to disclose material facts to us or to the insurer.
If you have any doubt whether further information about you, not requested during the Ross Gower service, is required to be disclosed to the insurer or, please contact Ross Gower before you accept the quotation.

Our liability

We are not responsible to you for:-

  1. any losses you suffer because the information you put into our website is inaccurate or incomplete; or
  2. any losses you suffer if you fail to disclose all relevant facts to the insurer; or
  3. any losses you suffer because you cannot use our website for any reason; or
  4. any losses you suffer through connecting to any linked third party websites; or
  5. any statements, information, content, products or services that are published on, or may be accessible from, any linked third party website and we do not guarantee that they are free from viruses or anything else that could be infectious or destructive; or
  6. if our website is unavailable at any time or for any period; or
  7. any errors or omissions in our website; or
  8. any losses you may suffer by relying on any commentary or postings on our website; or
  9. any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our website or to your downloading of any material posted on it, or on any website linked to it; or
  10. the privacy policies and practices of other linked third party websites, even if you access them using links from our website; or
  11. any unauthorised access or loss of personal information that is beyond our control.

Accessing our website
Access to our website is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on our website without notice (see below). We will not be liable if for any reason our website is unavailable at any time or for any period. From time to time, we may restrict access to some parts of our website, or our entire website, to users who have registered with us (if applicable).

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential, and you must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these terms of use.

You are responsible for making all arrangements necessary for you to have access to our website. You are also responsible for ensuring that all persons who access our website through your internet connection are aware of these terms, and that they comply with them.

Other important information
Intended use
This website is intended for use of Channel Island residents only and due to this, applications from non-Channel Island residents will, unless otherwise stated, not be accepted. These Terms and Conditions shall be governed by and interpreted in accordance with the Laws of the Bailiwick of Guernsey.

Website content
We have taken every step to ensure the information contained and displayed on our website is accurate and up-to-date. However, we can accept no liability for any errors or omissions. We reserve the right to add, amend or delete content from the website at any time.

Commercial use
Please note this website is for non-commercial, personal use only (which means for use by an individual or for a business to source their own products and services).

Intellectual property
We are the owner or the licensee of all intellectual property rights in our website, and in the material published on it. This includes, but is not limited to, all trademarks, logos, business names, trading names, design rights, database rights, copyright and any other intellectual property rights in our website. The website is protected by copyright laws and treaties around the world. All such rights are reserved save as expressly stated in these terms.

Viruses, hacking and other offences
You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our website, the server on which our website is stored or any server, computer or database connected to our website. You must not attack our website via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990 or the Bailiwick of Guernsey equivalent. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our website will cease immediately. We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our website or to your downloading of any material posted on it, or on any website linked to it.

Amendments
We reserve the right to amend our terms and conditions at any time. The amended terms will be effective from the date they are posted on our website.

Privacy Statement

Data protection
This policy has been adopted because we want you to feel confident about the privacy and security of your personal information entered on our website. We follow strict security procedures in the storage and disclosure of your information as required by law. Our security procedures mean that we may ask for proof of your identity before we will disclose information about you, or to you, be this on our website over the telephone, by email or facsimile.
In order to provide our service to you we need to collect and process personal information about you and disclose that information to third party service providers. All personal information will be held in strictest confidence and used only for the purposes of providing you the service requested with certain caveats as described below.

Information disclosure
Except as set out in this Privacy Statement, we will not disclose any of your information to other parties without your permission unless we are legally required to do so by, for example, a court order or for the purposes of prevention of fraud or other crime. By submitting information into our website, you consent to the processing of this data about you by us and the product providers. We may also use the information you supply to keep you informed of current or new products and services, or to remind you when your renewal is due. If you are not happy for your data to be used in this way please write or email us at: Ross-Gower Group Ltd PO Box 2, Insco House, The Rohais, St Peter Port, Guernsey, GY1 3AA info@rossgower.com

Your personal data
Ross Gower complies with and is registered under the data protection laws in the Bailiwick of Guernsey and takes all reasonable care to prevent any unauthorised access to your personal data. Under the terms of the Data Protection (Bailiwick of Guernsey) Law, 2001, if you require a copy of the information we have concerning you, please write or email to Ross Gower and enclose a cheque for the administration fee of £10.00 made payable to Ross Gower Limited. We are entitled to charge you this fee under the Data Protection Law to cover our administrative costs. We reserve the right to amend or modify this privacy statement at any time and in response to changes in applicable data protection and privacy legislation.

How we use your personal data
Ross Gower Ltd may use your information to keep you informed by post, telephone, SMS or email about current and new products and services which may be of interest to you. Your information may also be disclosed and used for these purposes after your policy has lapsed. If you are not happy for your data to be used in this way please write to us at: Ross-Gower Group Ltd PO Box 2, Insco House, The Rohais, St Peter Port, Guernsey, GY1 3AA. If you would like us to remove any personal information from our records, then please write to us at the address above. Please supply your full name, address and date of birth when contacting us. We will make all reasonable efforts to delete your information from our files if it is deemed appropriate.

Monitoring
Monitoring or recording of your calls, emails, text messages and other communications may take place in accordance with Guernsey law, and in particular for business purposes, such as for quality control and training; processing necessary for the entering into or the performance of a contract; to prevent unauthorised use of our telecommunication systems and websites; to ensure effective systems operation; to meet any legal obligation; in order to prevent or detect crime; and for the purposes of the legitimate interests of the data controller. Please visit the following websites for further information www.ico.gov.uk and www.berr.gov.uk.

Confidentiality
We will endeavour to treat all your personal information as private and confidential. Other than under the terms of this Privacy Statement we will not disclose any of your information to anyone. We would like to bring your attention though to our obligations to disclose information in the following three exceptional cases permitted by law. These are where we are legally compelled to do so; where there is a duty to the public to disclose; where disclosure is required to protect our interest; and where disclosure is made at your request or with your consent. If relevant, your policy details will be added to the Motor Insurance Database (MID), run by the Motor Insurers Information Centre (MIIC). This may be consulted by the Police in order to establish who is insured to drive the vehicle. If you are involved in an accident, (in the UK or abroad), other UK Insurance companies, the Motor Insurers Bureau and MIIC may search the MID to ascertain relevant policy information. Persons with a valid claim in respect of a road traffic accident (including citizens of other countries) may also obtain certain information which is held on the MID. You can find out more about this at www.miic.org.uk. Should you take the decision to make a complaint about the service we have provided, we may be obliged to forward details about your complaint, including your personal information, to the relevant ombudsman in existence at the time. You can be assured that they are similarly obliged to adhere to the Data Protection(Bailiwick of Guernsey) Law, 2001 and keep your information strictly confidential.

Cookies and IP addresses
Cookies are small text files placed on your computer and are commonly used on the internet. They allow us to make our website more useful based on stored information about your preferences when you visit us. We do not store cookies beyond such interaction. If you choose to, you can set your web browser to reject cookies from our service, although you may not be able to experience the full service we provide if cookies are disabled. Further information can be obtained from the Interactive Advertising Bureau, an industry body that has produced a series of web pages which explain how cookies work and how they can be managed.
Your IP address is a series of numbers which identify a computer on the internet. We use IP addresses to help diagnose possible service interruptions and administer our service and website.

Law
These terms of trading are subject to Guernsey law and to the exclusive jurisdiction of the Bailiwick of Guernsey. You acknowledge that by providing data to us, you consent to the processing of your data in accordance with this privacy and security statement.

Security statement

Website security
We use the industry standard encryption technology to ensure that all your personal and transactional information is encrypted before transmission. To check that you are in a secure area of our website look at the bottom of your browser and you will see a closed padlock. All this technology and our policies are to safeguard your privacy from unauthorised access/improper use and we will continue to update these measures as new technology becomes available.

Third party site security
We cannot be responsible for the privacy policies and practices of other websites, even if you access them using links from our website and recommend that you check the policy of each website you visit.

Passwords (if applicable)
In order to provide you with maximum protection, we ask you to choose a password to access your data on our website. Your password is unique to you and helps us to protect your personal information. You must keep this password safe and must not disclose it to anyone. Please contact us if you want to change your password for any reason.

Be aware
Please be aware that communications over the Internet, such as emails/webmails, are not secure unless they have been encrypted. Your communications may route through a number of countries before being delivered - this is the nature of the World Wide Web/Internet. We cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control.

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