Policy Summary - Towergate Insurance

Care Concept
Insurance for Care Homes
Pioneers in Care Home Insurance.
Established since 1982.
Policy Summary Document
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Care Concept policy summary
This information is a summary of the Care Concept policy. The summary highlights the main features and
exclusions to help you decide if the policy meets your needs. It does not contain all the terms and conditions
that may apply, this information can be found in the policy document. A copy of the policy will be sent to you
after you have taken out the insurance but is available beforehand from us or your advisor on request. When
you take out cover with us we will issue you with a schedule and document details the cover you have
chosen.
Insurance Providers
Sections 1,2, 4 to 6 and 9 to 12 is underwritten by Allianz Insurance plc - 57 Ladymead,
Guildford, Surrey, GU1 1DB.
Sections 3 and 13 is underwritten by Allianz Engineering, Haslemere Road, Liphook,
Hampshire GU30 7UN.
Section 7 Legal Expenses underwritten by Brit Insurance Ltd, 55 Bishopsgate, London
EC2N 3AS and administered by Abbey Legal Protection, a trading division of Abbey
Protection Group Limited.
Section 8 Towergate Assist Loss Recovery is fully underwritten by certain underwriters at
rence 330451 and administered by Lorega
Limited, 8th & 9th Floor, 36/38 Leadenhall Street, London EC3A 1AT.
Duration of Contract
The standard duration of this non-investment insurance contract is 12 months from the start date on your
policy schedule.
Insurance Cover
Covers available for Contents, Business Interruption, Engineering Breakdown, Money and Assault, Loss of
Registration, Public/Products/Employers Liabilities, Medical Malpractice, Legal Expenses, Loss Recovery,
ings, Personal Accident, Employee Dishonesty and
Engineering Inspection.
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Section 1 – Contents
Policy Benefit Significant Exclusions & Limitations
Extensive basis of cover as standard.
Covers a range of insured events such as fire, theft,
malicious damage, storm, escape of Water and Impact.
Accidental damage included as standard
Increased by index-linking until settlement of the claim, but
you must ensure sums insured are adequate at the outset.
In addition to the business contents, allow fully for the
household contents of any resident proprietor and/or staff.
Wide cover for property in the grounds of the premises
Plus
in the
UK.
Glass
Covers accidental damage to all glass, sanitary fixtures &
signs.
You select the sum insured, which is the most we will pay.
If your sum insured is inadequate any claim payment will be
reduced in proportion to the amount of under-insurance
Excluding theft, malicious persons, storm or flood in respect of
moveable property left in the open (but this exclusion does not
apply in the grounds in respect of the first £1,000 of each claim, or
Excluding theft from unattended vehicles unless the vehicle is
locked, the property hidden from view and there is evidence of a
forced entry.
Limits
In the grounds:-
£10,000 for fixed floodlighting, security equipment, signs and
nameplates
Outside the premises/anywhere in the UK;-
£5,000 any one period of insurance
£1,000 each business contents item
£250 each personal effects item
£500 each person for personal effects
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Section 2 – Business Interruption
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Policy Benefit Significant Exclusions & Limitations
Covers your trading losses which follow a damage claim
under the Contents section and or Buildings sections.
You will be asked to provide your estimated gross revenue
which should represent your fee income which you
anticipate will be earned by the business during the 12
months corresponding with the forthcoming period of
insurance. We will also require this information prior to
each renewal.
Extensions include:-
Infectious disease
Additional accommodation expenses
Following insured damage, covers the costs & expenses in
accommodation for residents and resident
employees/proprietor and family
Additional sheltered housing expenditure
Covers you if you are legally responsible for the cost of
reimbursing sheltered housing tenants following insured
damage.
Human infectious disease food poisoning
defective sanitation and vermin
Covers your loss of revenue if restrictions (not necessarily
rity
Excursions
Covers your loss of revenue following a road traffic
accident in which residents are killed
Lifts and stair lifts
Covers your revenue and additional expenses following
sudden and unforeseen damage, to lifts and stair lifts.
Suppliers and off-site storage
For example, covers your additional costs should a major
supplier of equipment or medical supplies suffer a
significant fire as a consequence of which you have to use
alternative suppliers.
Includes off-site storage facilities.
Limit
The most we will pay is up to 133.3% of the estimated gross
revenue.
If you have not supplied us with an up-to-date estimate of your
gross revenue, the most we will pay will be the sum insured shown
on the schedule.
A human infectious or contagious disease manifested by any
person while at the premises
Limit all claims in any one period of insurance £250,000
Maximum Indemnity period 3 months
Limit £25,000
Limit £25,000
Excluding losses occurring over 3 months after the event begins
Limit £25,000 any one incident
Limit £5,000 any one incident
Limit £25,000 any one incident
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Section 3 – Engineering Breakdown and Business Interruption
Policy Benefit Significant Exclusions & Limitations
Cover One a – Engineering Material Damage
Cover for sudden and unforeseen damage, including
Breakdown, Explosion, Collapse and accidental damage
on Plant and Machinery and Pressure Plant
Plant and Machinery includes a range of items used in
connection with the Business which operate under
electrical and/or mechanical power
Pressure Plant includes boiler plant, plant subject to
internal steam pressure, plant used to contain fluids under
pressure or vacuum and associated piping.
The main extensions are:
Expediting Costs
Hazardous Substances
Legal liability cover for loss or damage to Hired In Plant
including continuing hire charges
Claims Preparation Cost
Fuel Storage Tanks Loss of Contents and the cost
incurred in cleaning up the spilled contents
Avoidance of Impending Damage
Additional work necessary to comply with European
Union legislation
The Limit of Liability for this section is £1,000,000 for Plant and
Machinery and £1,000,000 for Pressure Plant.
Losses will be settled on a reinstatement basis with the exception of
Insured Property:
used for the generation of electricity (other than standby
reciprocating engine and generator sets up to one mega watt per
glass lined vessels
used mainly outdoors or installed outdoors unless used in
connection with the supply of mains gas water or electricity
that is obsolete in which case the cost of repair or replacement of
an equivalent item of equipment in current production will be paid
up to £20,000
up to £10,000
up to £5,000. The terms of the hiring agreement must be no more
onerous than the Model Conditions for hiring of plant approved by
the Construction Plant-Hire Association. If the hire charges exceed
£1,000 then the Insured shall declare the hire charges paid and an
additional premium will be due.
up to £2,500
up to 10,000
up to £5,000
up to £15,000
The main exclusions are:
excess of £250.
Insured Events covered under other sections of this policy
Damage as a result of the direct application of tools or during
maintenance servicing or faulty workmanship during repairs.
wear tear, gradual deterioration or scratching.
Safety devices and expendable items such as cutters, bits, tools,
moulds etc.
Damage to property arising from multiple lifting operations.
vessels, crafts, vehicles, devices, rigs or platforms or equipment
mounted thereon.
Damage to any item arising during its installation or testing.
Damage caused by deliberate overloading or overload testing
unless in accordance with BS7121.
Terrorism and E Risks.
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Section 3 – Engineering Breakdown and Business Interruption (Cont)
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Policy Benefit Significant Exclusions & Limitations
Cover One b – Engineering Material Damage
Cover for Breakdown of Computer Equipment and
Electronic Equipment.
The main extensions are:
The recompilation of Computer Media from other records
and repurchase of proprietary software
Breakdown of Computer Equipment and Auxiliary
Equipment whilst in Transit
Cover Two – Engineering Business Interruption
Cover for any Financial Loss suffered following loss or
damage insured under Cover One a or b
The Limit of Liability for this section is £250,000 for Computer
Equipment and £115,000 for Electronic Equipment.
Losses will be settled on a Reinstatement basis.
There is a Special Condition requiring the Insured to back up data
records and where possible store off site with duplicate copies of
software programs.
There is also a Special Condition stating that the amount paid for
loss or damage to tubes and intermediate image carriers will reduce
depending on the estimated running life of the items.
up to £25,000 and Special Condition 1 – Duplicate Records must be
complied with.
up to £25,000 anywhere in the European Union or the European
Free Trade Association including the Isle of Man and the Channel
Islands
The main exclusions are:
Excess of £250.
Insured Events covered under Section 1 of the Care Concept
Policy.
Costs recoverable under a maintenance agreement.
Incorrect storage of Computer Media.
The value of data.
Programming errors or design defects.
The Limit of Liability for this section is £30,000
Financial Loss is covered in three ways:
Reduction in anticipated Revenue
The increase in the cost of working in diminishing the reduction of
Revenue
The loss resulting from being unable to trace an Outstanding Debit
Balance.
There is a Special Condition requiring a record to be kept at the end
of each month of the total amount outstanding in ea
accounts at that time.
The main exclusions are:
Time exclusion of 48 hours.
Insured Events covered under Section 1 of the Care Concept Policy
Other consequential loss such as penalties for delay.
Newly installed plant until tested and/or commissioned and used
without problems for one calendar month.
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Section 4 – Money (inc Personal Injury Assault)
Policy Benefit Significant Exclusions & Limitations
Insured up to the following limits shown.
Increased limits are available on request.
Unauthorised use of credit, cheque guarantee,
and cash cards.
Covers any cards used in connection with the business
Identity theft
Reasonable and necessary costs of protecting an
for the
purpose of obtaining credit- occur. In addition to
protecting the business, includes the proprietor and/or any
director, partner or resident employee at the premises in
their individual capacity.
Assault Extension
Automatically included. Cover for injuries to the
staff and volunteers arising from assault whilst working for
the business
Limits
Non-negotiable money e.g. cheques £250,000.
In attended building at the premises £5,000.
Excluding in excess of £500 of money (other than non-negotiable
nless
contained in a locked safe with the key held in the personal custody
of an authorised key-holder.
In transit & in bank night safe £5,000.
In any unattended building on the premises whilst contained in a
locked safe £1,500.
In any unattended buildings on premises £500.
£300 all claims any one period of insurance
£1,000 all claims any one period of insurance
Costs must be agreed with us in advance.
Limits
s of limbs or eyes.
£250 per week for temporary total disablement.
£15 per week for temporary partial disablement.
£20 a day for hospital benefit, maximum £200.
£200 for emergency dental treatment.
£500 for personal effects.
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Section 5 – Loss of Registration
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Policy Benefit Significant Exclusions & Limitations
This section covers the reduction in the value of the
business following the cancellation of the registration
Limit £100,000
Excluding any cause in your direct control
Policy Benefit Significant Exclusions & Limitations
Covers the legal liability of the policyholder for accidents to
or illness of employees sustained in the course of their
employment.
As required by law we will supply a Certificate of Insurance
which should be displayed in a prominent place and after
iability
Public and Products Liability
Covers the legal liability of the policyholder for accidental
bodily injury to persons other than employees, or for
damage to their property.
The standard policy does not contain an abuse exclusion
Malpractice Liability
Covers the legal liability of the policyholder as proprietor of
the home for accidental injury or illness, incurred in
connection with treatment given. Also provides a personal
in an individual capacity.
Personal liability
All employees are covered for their personal liability whilst
temporarily outside the UK in connection with your
business
Residents, resident employees, and resident
proprietor and family
Their personal liability is included at all times, both within
the UK and, for up to 60 days in any one period of
insurance, elsewhere in the world.
Limit £10,000,000 any one claim including legal costs and expenses
The standard indemnity limit is £5,000,000. Higher limits available
on request.
Costs and expenses payable in addition.
£5,000,000 any one occurrence
Costs and expenses payable in addition.
The policy does not provide a personal professional indemnity for
any medical practitioner e.g. doctor
£2,000,000 any one event
£2,000,000 any one event
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Section 7 – Legal Expenses
Policy Benefit Significant Exclusions & Limitations
Insurance Cover This is a claims made insurance which covers claims notified within
the Period of Insurance. The Insurance indemnifies You for Legal
Costs, Professional Costs and Awards of Compensation as shown
in the Policy Benefit table below.
Indemnity Limits Sections A to F, H to K - £250,000 Any One Claim
Section G - £50,000 Any One Claim
Section L - £1,500 Any One Claim
All Sections - £500,000 in the Aggregate
Territorial Limits The United Kingdom of Great Britain, Northern Ireland , the Channel
Islands and the Isle of Man
Excess Covers 1,3,4,5 & 6 - £250 Any One Claim
Cover 2 - £1000 or 10% of all Legal Expenses whichever is the
greater
All other covers – Nil
Policy Benefit Significant Exclusions & Limitations
Cover 1. Employment Disputes
Defence of disputes with prospective employees,
employees or ex-employees concerning their contract of
employment, or any employment related legislation and
indemnity for awards of compensation, all providing You
have followed the advice of the
Legal Advice Line:
Prior to carrying out a disciplinary procedure.
Prior to dismissal of an employee.
Prior to instituting a redundancy programme and prior to
making an employee redundant.
Prior to notifying an employee of their intended retirement
date or retiring an employee.
Upon notification of a grievance.
Upon notification of a complaint of discrimination.
Prior to any adverse variation, or proposed adverse
variation of the terms and conditions of employment
(including hours, time, place of work, demotion or reduction
Immediately an employee walks out.
Upon receipt of an appeal by an employee of a disciplinary
or grievance decision.
Cover 2. Statutory Licence
An appeal against the suspension, revocation, imposed
alteration of, or refusal to renew a Statutory Licence
Cover 3. Criminal Prosecution
Defence of criminal prosecutions and appeals against
Improvement Notices under the Health and Safety at Work
Act or the Food Safety Act
Disciplinary or internal hearings by authorities regulating you.
Where alteration or refusal to renew follows an Act of Parliament.
Costs incurred to comply with an order.
Driving Licences.
Arising from HMRC Investigations.
Allegations of offences against the person or dishonesty.
Allegations of speeding or driving whilst under the influence of
alcohol or drugs or allegations of non-endorseable road traffic
offences.
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Policy Benefit Significant Exclusions & Limitations
Cover 4. Contract Disputes
Disputes with suppliers and customers concerning a
contract for the sale, or supply of goods or services,
provided:
The amount in dispute exceeds £500.
If the dispute relates to monies owed to You, You notify the
designated debt collection service within 30 days and
agree to instruct them on a no win no fee basis.
Legal Expenses incurred in the pursuit of any claim or legal
proceedings shall be limited to 75% of the amount in
dispute.
If the dispute relates to a construction contract the work is
carried out to Your property and the work is incidental to
Your normal business activity.
Cover 5. Property Disputes
Pursuit or defence of disputes over:
Possession of Your property.
The terms of Your tenancy agreement.
Alleged negligence, damage or nuisance to Your property.
Cover 6. Tax Protection
Expert representation for Your business in the event of
either an in-depth tax or an aspect investigation, a VAT
tribunal, or an Employer Compliance dispute.
Cover 7. Data Protection
Defence of claims arising out of an application or appeal
under the Data Protection Act and payment of
compensation awards made against You under the Act.
Cover 8. Personal Injury
Pursuit of claims for compensation following a personal
injury.
Contracts where the rights or liabilities are incurred through an
agent.
Employment contracts.
Contracts governed by the Consumer Credit Act 1974.
Contracts for the use of Your property.
Payment of rent, tax or service charges.
Planning or building regulations.
Renewal of Your tenancy agreement.
A contract relating to Your property (other than a tenancy
Technical or routine treatment matters.
Defence of a criminal prosecution.
Taxation proceedings arising out of negligent misstatements or
omissions by You or a lack of reasonable care in keeping Your
business books and records.
Investigations solely into earlier accounts of records.
Where Corporation Tax and Income Tax Self Assessment Returns
are submitted outside statutory time limits.
Preparation or correction of a Self Assessment return.
Investigations by the Special Civil Investigations or Criminal
Investigations Office of HMRC.
Disputes concerning Working Families Tax Credit, National
Minimum Wage, IR35 legislation
Where the Anti Avoidance Intelligence Unit of HMRC are involved.
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Policy Benefit Significant Exclusions & Limitations
Cover 9. Wrongful Arrest Defence
Defence of claims alleging wrongful arrest or malicious
prosecution.
Cover 10. Jury Service Allowance
To pay the amount You are liable to pay employees when
they attend on jury service.
Cover 11. Pension Trustee Defence
Defending claims against You in Your capacity as a trustee
of a pension fund for the benefit of Your employees.
Cover 12. Arrest Assistance
Representation of You at a Police Interview under Caution
prior to a criminal prosecution.
Advice
Policyholders will have unlimited free access to the Legal
Advice Line for specialist UK advice covering::
Commercial Law
Employment Law
Scottish Law
Health and Safety
Taxation
VAT Enquiries
Section 8- Towergate Assist Loss Recovery Insurance
Allegations made by employees or ex-employees.
Limited to £100 a day and £1,000 any one claim.
Policy Benefit Significant Exclusions & Limitations
Loss Recovery Insurance policy is fully underwritten by
certain Underwriters at Lloyds under Binding Authority
ces
Authority.
Loss Recovery Insurance provides you with the services
of a qualified insurance expert, to prepare and negotiate
usiness
interruption claims dependent upon the relevant sections of
your commercial insurance policy being current at the time
of loss.
Our qualified insurance expert will:
i. Provide the services for eligible claims under your
commercial insurance policy likely to exceed £5,000 or the
policy excess whichever is the greater.
ii. Provide initial telephone advice on all claims.
iii. Provide personal visits on all qualifying claims.
iv. Arrange interim payments from your insurers where
necessary.
v. Attend meetings with insurers and handle all
correspondence.
vi. Organize temporary premises and equipment,
surveyors, valuers and builders as required.
vii. Prepare and present your claim to your insurers and
negotiate the best possible settlement to which you are
entitled.
Loss Recovery Insurance excludes claims in respect of personal
injury, liability, marine, aviation, motor, personal property or injury,
subsidence, landslip or heave claims, uninsured losses, civil
proceedings and any claim outside mainland UK.
The cover arranged is for claims consultant fees in respect of
eligible claims within the terms and conditions of the policy that are
likely to exceed £5,000 or the policy excess whichever is the greater
value. It is important for you to note that all claims must be reported
to your broker within 15 days of its occurrence to enable you to
receive the benefits of your Loss Recovery Insurance policy.
Please see section 3, 4 and 5 of the policy wording for full details.
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Policy Benefit Significant Exclusions & Limitations
Covers a range of insured events such as fire, malicious
damage, storm, escape of water, impact and accidental
damage.
Includes subsidence automatically.
Sum insured increased by index-linking until settlement of
the claim, but you must ensure sums insured are adequate
at the outset.
Public authorities – including undamaged
portions
To comply with building or other regulations under law
including those arising from Care Standards legislation
following a fire or other insured event.
Glass
Covers accidental damage to all glass, sanitary fixtures &
signs.
Extensions and renovations
Minor building works extension - For some formal
building contracts such as the JCT Minor Building Contract,
upon your notification we can activate this policy extension.
It provides you with the cover you need to comply with your
uilding
contract and includes your obligation to insure both the
new works and the existing premises n the joint names of
yourself and the contractor.
Excluding properties that have already suffered from subsidence,
unless accepted by us, and damage resulting from structural
alterations.
You select the sum insured, which is the most we will pay.
Excluding requirements in place before the damage occurred.
You must tell us about these as they are a material fact which may
change
our view of the risk to be insured. In most cases we can continue to
offer cover but we may ask for additional protections to be put into
irs or
redecorating that does not involve the use of scaffolding.
Limit £100,000 for the new works and site materials.
The policy sums insured will apply in respect of the existing building
and contents.
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Section 10 – Personal Belongings
Policy Benefit Significant Exclusions & Limitations
For the resident proprietor and his family, this section offers
full accidental loss or damage cover for clothing and
personal effects anywhere in the UK.
Combines with the cover provided under Contents (for
to provide a comprehensive personal lines coverage for the
resident proprietor and family.
Sums insured
Increased by index-linking until settlement of the claim, but
you must ensure the sum insured is enough to cover the
maximum amount of such property you and your family are
likely to take away from the home at any one time e.g. on
a family holiday.
Section 11 – Personal Accident
Excluding theft from unattended vehicles unless the vehicle is
locked, the property hidden from view and there is evidence of a
forced entry.
The sum insured will be the most we will pay.
£250 any one cycle and excluding theft unless securely locked or
inside a building
Claims for clothing will be subject to a deduction for wear and tear
Policy Benefit Significant Exclusions & Limitations
You can insure yourself or your permanent employees
against accidental injuries whilst working for the business
or, for full-time staff only, 24 hours-a- day.
Section 12 – Employee Dishonesty
You can choose the amount of cover required, from one unit which
gives a capital benefit (for death, permanent total
of £2,500 to 10 units which give a capital benefit of £25,000.
Excluding certain hazardous sports or activities.
Policy Benefit Significant Exclusions & Limitations
Covers loss of your money or contents by the dishonesty of
employees. Includes the costs of professional auditors to
substantiate the amount of your claim.
£25,000 any one period of insurance.
In the case of multiple policies covering theft by the same
employee, £50,000 in total.
Excluding losses where you have not followed these minimum
precautions:-
- You must obtain written references for employees with
responsibility for money or stock for the 12 months prior
to their employment with you. References must be from
their former employers, and you must keep the
references for us to inspect in the event of a claim.
- Professional auditors must undertake at least one full
audit per annum.
- All stock must be independently and physically checked
at least annually.
- Cash takings must be independently reconciled with
receipts and stamped bank paying-in slips at least
weekly.
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Section 13 – Engineering Inspection
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Policy Benefit Significant Exclusions & Limitations
The Inspection service is provided by Allianz Engineering
Inspection Services Ltd.
Significant features on a general basis
INDEMNITY LIMITS
As described in each section, above.
Conditions apply clarifying the responsibilities of both parties in
ensuring that the Inspection Service is undertaken in a safe and
timely manner.
Termination, Confidentiality and Complaints conditions apply.
Allianz Engineering Inspection Services Ltd also confirm that their
liability under contract is limited to £25,000,000.
SETTLING CLAIMS
For material loss or damage claims we will repair the damage or replace the property or we will pay you the
cost of doing so. For other claims we will pay you the amount of your loss as covered under the terms of the
section.
EXCESSES
• Section 1 – Subsidence £1000. All other claims £150
• Section 3 – £250
• Section 7 – variable as shown above
• Section 9 – Subsidence £1000. All other claims £150
• Section 10 – £50
• Section 12 – £250
• Sections 2, 4, 5, 6 11, 13 – nil
Significant exclusions and limitations that apply on a general basis
• Excluding war and similar risks
• Excluding terrorism
• Excluding computer date-recognition problems, computer viruses and
hacking
• You may not be covered under this policy if you fail to tell us about any
significant changes to the premises or your business
• You must tell us if the premises become unoccupied
• We may not pay your claim for fire if you fail to maintain the fire
extinguishers at the premises, or fail to comply with regulations on the
cleaning and maintaining of frying and cooking equipment. Filters and
ducting must be cleaned as necessary (at least annu
carry out inspections at least monthly.
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Your Right to Complain
Our aim is to get it right, first time, every time. If we make a mistake, we will try to put it right promptly.
Any enquiry or complaint you have regarding your Insurance, Inspection Contract or Breakdown cover should
be addressed to the following:
The Managing Director,Towergate Patrick, Britannic House, 230 Burlington Road, New Malden, Surrey KT3 4NW
Tel: 020 8336 0099
Fax: 020 8336 0755
Email: complaintstowergatepatrick@towergate.co.uk
Alternatively where your query does not relate to the sale of your policy you can contact the insurer:
For Sections 1,2,4,5,6,9,10,11,12
Customer Satisfaction Manager, Allianz Insurance plc, 57 Ladymead, Guildford, Surrey, GU1 1DB
Tel: 01483 552438
Email: acccsm@allianz.co.uk :
Other than Section 3 Engineering Breakdown or Section 13 Engineering Inspection when you can contact
Customer Satisfaction Manager, Allianz Engineering, Head Office, Haslemere Road, Liphook, Hampshire, GU30 7UN
Tel: 01428 722407
Fax: 01428 724824
Email: customer.satisfaction@allianzengineering.co.uk
For Section 7
The Customer Services Manager, Abbey Legal Protection, Minories House, 2-5 Minories, London EC3N 1BJ
Tel: 0870 600 1480
Fax: 0870 600 1481
For Section 8
Scheme Administrator (Lorega)
8th and 9th Floors, 36/38 Leadenhall Street, London EC3A 1AT
Tel at 020 7767 3070
In respect of Cover 8, if you remain dissatisfied and wish to make a complaint, you can do so at any time by
referring the matter to :
Services, One Lime Street, London EC3M 7HA
Tel: 020 7327 5693
Fax: 020 7327 5225
Email: complaints@lloyds.com
• We will acknowledge all complaints within 5 working days.
• All complaints will be investigated independently at a senior level within Towergate Patrick and/or
Allianz Insurance plc.
• We will aim to respond formally to your complaint within 4 weeks but we shall endeavour to report
back within 10 working days whenever possible.
• If after 4 weeks we have not completed our investigation we will write to you to tell you of the progress
of the investigation. We will then write to you again within 8 weeks of receiving your complaint with
our response, or inform you of the progress being made.
• If you are not satisfied with our response, or we have not completed our investigation after 8 weeks,
we will inform you of your right to take your complaint to:-
The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR
This Complaints Procedure or referral to the Financial Ombudsman Service does not affect your legal
rights.
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Towergate Patrick is a trading name of Towergate Underwriting Group Limited.
Towergate Patrick is a trading name of Towergate Underwriting Group Limited.
Registered Office: Towergate House, Eclipse Park, Sittingbourne Road,
Registered Office: Towergate House, Eclipse Park, Sittingbourne Road,
Maidstone,
Maidstone,
ME14
ME14
3EN.
3EN.
Registered
Registered
in
in
England
England
no.
no.
4043759.
4043759.
Authorised and and regulated by by the the Financial Services Authority. 16
6258/129/PS/07.11