Treat Customers Fairly

Our Commitment to Treat Customers Fairly

At The Insurance Service Centre Ltd, we are committed to “Treating Customers Fairly” as well as offering our customers the highest possible standards of service at all times.

Our commitment to you

We will:

  • provide you with clear information about the products and service we offer, including fees and charges
  • ascertain your individual needs, preferences and circumstances before we offer any product
  • only offer a product that we consider suitable for you and always the most suitable from the available options
  • encourage you to ask if there is something you don’t understand
  • give you access to a formal complaints procedure should you become unhappy with our service

The Insurance Service Centre Ltd feels that Treating Customers Fairly means:

  • Not taking advantage of any relative weakness of the client.
  • Behaving in a way to encourage the client to want a long relationship with the firm and returning to us in the future.
  • Behaving in ways that result in the client consistently trusting the firm.
  • Working with clients to allow them to make informed decisions about their Insurance policy or recommended product.
  • Being clear and transparent in respect of all products and in all communications with the client.
  • Recommending products with the clients needs to the fore.
  • Dealing with clients promptly and in a consistent and even-handed manner.
  • Incorporating these behaviours across everything we do.

How to contact us

Controller and contact details For the purposes of relevant data protection legislation, we are a controller of your personal data. As a controller we use (or process) the personal data we hold about you in accordance with this privacy notice. If you need to contact us in connection with the use or processing of your personal data, then you can do so using our contact details as set out below.

Data Protection Officer

Our Data Protection Officer is Mr Paul Chapman who you can contact at The Insurance Centre, 8-10 Cromer Road, Norwich, NR6 6ND.

What information we hold about you and where we obtain this from

The personal data that we collect about you may include the following information:

  • Personal data you provide to us in person, via our website or by telephone
  • Personal data you provide when you enquire about insurance, or when you purchase a policy, through us, including information about what and/or who you want to insure, such as vehicle details, business activities, your home or travel details
  • General information about you, such as your name, address, contact details and date of birth
  • Personal data you provide if you subscribe to any of our mailing or newsletter services
  • Your claims and credit history
  • Financial details, such as your bank account and card details
  • Criminal convictions
  • Information about your use of our website such as your IP address, which is a unique number identifying your computer, including personal data gathered using cookies

In addition, we may obtain certain special categories of your data (special categories of data) and data about criminal convictions, and this privacy notice specifically sets out how we may process these types of personal data. The special categories of data are data concerning health. We collect your personal data from you as a controller when we obtain quotations for insurance for you, when we set up your policy for you and when we make changes to your policy for you. This may also involve the collection of data from or about others who are associated with you and your insurance policy such as other persons insured on your policies or your employees or representatives. By giving us information about someone else for the purpose of arranging insurance for them under your policy such as named driver, employee or travel companion etc. you confirm that you have their permission to do so and that you have shared this privacy notice with them. By asking us to arrange a contract of insurance for you where this involves passing information to us relating to children, you confirm to us that in doing so you are the responsible guardian of the child. We also collect information from publicly available sources and third party databases made available to the insurance industry for the purposes of reducing fraud and financial crime as well as any other third party databases where your personal data may be held, provided such third parties have lawful bases on which to share such personal data with us.

How we use your personal data and the lawful basis for doing so

Where we are relying on a basis other than consent

We may rely on one or more of the following legal bases when processing your personal data for the following purposes:

We may also need to collect special categories of data from you, such as information about health, in order to perform our contractual obligations to you. The lawful basis on which we can do this is that the processing is necessary for reasons of substantial public interest relating to insurance. We may also collect information on criminal convictions which we may share with third parties. The lawful basis on which we can do this is that the processing is necessary for reasons of substantial public interest relating to insurance.

Who we pass your personal data to

We may need to pass your personal data to other companies which may include:

  • Other companies or brands within our group of companies, for example if we are unable to provide a suitable insurance policy on request or at renewal we will check if any of our associated group companies can provide you with suitable cover
  • The insurers, intermediaries and third party service providers that we use for the purpose of arranging and administering your insurance policy. This may also include risk management assessors, uninsured loss recovery agencies, premium finance providers and other third parties involved (directly or indirectly) in the administration of your insurance and its associated benefits
  • Firms that provide administration and processing services to us or on our behalf under contract in order to complete activities such as claims handling, IT systems and administrative services and other activities set out in this privacy notice, as well as support activities such as finance and auditing services
  • Organisations that have a specific role laid out in law, such as statutory bodies, regulatory authorities and other authorised bodies
  • Other organisations where we have a duty to or are permitted to disclose your personal information by law, for example if we received a valid request from the police or other third party organisation in the interest of preventing and detecting crime
  • Fraud prevention agencies and operators of registers available to the insurance industry to check information and prevent fraud
  • Credit reference agencies to check your credit history. This check will be recorded on your credit reference file without affecting your ability to apply for credit or other financial products
  • Third parties we use to recover money you may owe us or to whom we may sell your debt
  • Another company, if our business or part of it is bought or taken over by that company to make sure your insurance policy can continue to be serviced or as part of preliminary discussions with that company about a possible sale or take over

The information you share with us may be transferred by us or any of the types of firms or organisations we have noted above, to other countries in order for processing to take place, including locations outside of the UK and the European Union. We will only do so if there are adequate levels of protection in place as required by applicable data protection laws.