Family Legal Protection. Terms and Conditions

Transcription

1 Family Legal Protection Terms and Conditions

2 Welcome to Admiral s Family Legal Protection This guide describes your contract of Family Legal Protection. Please read it carefully along with your current Policy Schedule. This is important, as the agreement to insure you is based on this information. This policy meets the demands and needs of persons wishing to ensure that they are covered for the costs of appointing solicitors to deal with certain types of legal disputes (as specified within the policy wording). Admiral does not make personal recommendations as to the suitability of the policy to individual circumstances. You are solely responsible for deciding whether the policy is suitable for your needs. Important Phone Numbers To Make a Claim (please quote Admiral Insurance FLP) For Customer Services Queries

3 Family Legal Protection i Policy Summary Family Legal Protection This policy summary does not contain full Terms and Conditions of the cover, which can be found in the policy booklet. It is important that you read the policy booklet which follows this policy summary. Who the cover is underwritten by This cover is underwritten by AmTrust Europe Limited. Type of insurance and cover The Family Legal Protection Policy provides insurance to cover up to 100,000 of advisers costs for certain types of legal action(s). Significant features and benefits 1. You are covered for advisers costs to pursue: y contract claims against a person/organisation providing defective goods or services including the purchase of your associated home policy y personal injury claims against the responsible person/organisation y an action before an employment tribunal or court for breach of your contract of employment y actions for nuisance or trespass relating to your main home y actions against parties causing physical damage to your main home y probate disputes involving the will of your parents, grandparents, children, step-children or adopted children 2. You are covered for advisers costs to defend: y contract claims brought by a person to whom private goods have been sold including your main home y proceedings, reverse incorrect judgments and challenge consumer credit ratings resulting from identity fraud y civil or criminal proceedings brought against you as a result of your vehicle s identity being cloned y disputes relating to incorrect information about you or the vehicle held on the Motor Insurance Database

4 ii Family Legal Protection Policy Summary (cont.) 3. You are covered for advisers costs to pursue or defend contract disputes relating to the vehicle 4. You are covered for accountancy fees as a result of an HM Revenue and Customs Full Enquiry 5. You are covered for loss of your normal income if you are off work while attending Jury Service Significant and unusual exclusions or limitations This insurance covers the legal costs incurred by our panel solicitors. You are not covered for any other legal representative s costs unless court proceedings are started or a conflict of interest arises. It is a key condition of this insurance that there must be reasonable prospects of success in taking legal action before a claim for legal costs will be accepted (see Prospects of Success Condition in the main Policy Wording). There is no cover for: y where the insured incident began to start or had started before you bought this insurance (see What is not Covered, 1a) y claims which arise, or where proceedings are brought outside of Great Britain, Northern Ireland, the Channel Islands and the Isle of Man (see What is Covered) costs y incurred without our prior consent (see What is Not Covered, 1f) y claims arising from a dispute between persons insured under this policy (see What is Not Covered, 3e) y costs covered by another insurance policy (see What is Not Covered, 1g) y fines or penalties (see What is Not Covered, 2c) advisers y costs in excess of our standard advisers costs where you have decided to use a legal representative of your own choice (see What is Not Covered 2b) y claims arising where the insured incident occurred during a qualifying period (see Consumer Pursuit, Consumer Defence, Employment Disputes, Property infringement, Personal Identity Fraud and Vehicle Cloning areas of cover) y claims relating to Consumer Pursuit, Consumer Defence or Motor Contract Disputes where the amount in dispute is less than 250 plus VAT (see Consumer Pursuit, Consumer Defence and Motor Contract Disputes areas of cover)

5 Family Legal Protection iii Policy Summary (cont.) Duration of the cover From the date Family Legal Protection was added to the associated home policy until its renewal or cancellation, up to a maximum of twelve months. As long as the policyholder remains eligible, this policy will automatically renew with the associated home policy unless you inform EUI Limited otherwise. Your right to cancel If Family Legal Protection is listed as Included in the Description of Your Admiral Home Insurance Cover section of your Home Policy Schedule, you may only cancel this product if your Admiral Home Insurance policy is also cancelled. Please refer to the Guide to Your Admiral Home Insurance Cover for more information on the cancellation terms and conditions. If Family Legal Protection is listed as a Policy Upgrade in the Description of Your Admiral Home Insurance Cover section of your Home Policy Schedule, you may cancel this product and receive a full refund if you inform EUI Limited within 14 days from receipt of the confirmation letter or . Should you cancel outside the 14 day cancellation period, you will be charged on a daily pro rata basis for the time you have had on cover, plus a 5 cancellation charge. However, if a claim is made or has arisen during the period of insurance, the full premium is payable and no refund will be given. For further information on cancellation please refer to Section 6. Cancellation. How to make a claim As soon as you have a legal problem that you may require assistance with under this insurance you should telephone the Legal Helpline on and quote Admiral Insurance FLP.

6 iv Family Legal Protection Policy Summary (cont.) How to make a complaint Complaints should be made to: Arc Legal Assistance Ltd, PO Box 8921, Colchester CO4 5YD Tel: customerservice@arclegal.co.uk If you have complained to us and we have been unable to resolve your complaint, you are entitled to refer your complaint to the Financial Ombudsman Service. Financial Services Compensation Scheme (FSCS) Arc Legal Assistance Limited and AmTrust Europe Limited are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation if Arc Legal Assistance Limited or AmTrust Europe Limited are unable to meet its obligations to you under this contract. Further information is available by phone on and on their website at

7 Family Legal Protection 1 Contents 2 About your Family Legal Protection 2 Section 1: Definitions 5 Section 2: What is covered? 12 Section 3: What is not covered? 15 Section 4: Conditions of your policy 15 Section 5: How to make a claim 17 Section 6: Cancellation 18 Section 7: How to make a complaint 19 Section 8: Extra information about your policy

8 2 Family Legal Protection About your Family Legal Protection IMPORTANT Thank you for taking out our Family Legal Protection. We are confident our friendly, fast and efficient service will ensure you remain a satisfied customer now and for years to come. This booklet explains the cover you have bought, but if you have any queries call Admiral Customer Services on and we will be happy to help. This policy booklet explains the full insurance terms, conditions and exclusions of this policy. Arc Legal Assistance Limited will provide the cover described below. Whenever a word appears in this policy booklet and is defined in Section 1 Definitions, it takes on that special meaning. This policy booklet sets out the details of your insurance cover. Please read this policy carefully. Section 1: Definitions Please find below an explanation of the words used in this Insurance Policy Wording: Adviser Our specialist panel solicitors or their agents appointed by us to act for you. Subject to our agreement, where court proceedings have been started or a conflict of interest arises, another legal representative nominated by you. Advisers costs Reasonable legal or accountancy fees and disbursements incurred by the adviser or other legal representative with our prior written authority. Legal expenses shall be assessed on the standard basis and third party s costs shall be covered if awarded against you and paid on the standard basis of assessment. The standard basis is an assessment which only takes into account costs which are proportionate to your claim. Associated Home policy The valid home insurance policy arranged by EUI Limited which has been taken out by you. Computer Any computer or other electronic data processing device, equipment or system or any hardware, software, programme, instruction, data or component utilised or intended to be utilised in or by such item, or any actual or intended function of or process performed by any of them.

9 Family Legal Protection 3 Conditional Fee Agreement An agreement between you and the adviser or between us and the adviser which sets out the terms under which the adviser will charge you or us for their own fees. Conflict of interest There is a conflict of interest if your advisers duty to act in your best interests in relation to your claim conflicts with, or there is a significant risk that it may conflict with, any duty your adviser owes, or obligation it has, to any other party. Cover limit The maximum payable in respect of an insured incident is 100,000. Daily rate 1/250th of your normal income. Family Family members living at the policyholder s address, where family members are y Spouse, civil or co-habiting partner and any children y Parents of the policyholder y Brothers and sisters of the policyholder H M Revenue and Customs full enquiry An enquiry under Section 9A of the Taxes Management Act 1970 into your PAYE income or gains. Identity fraud A person or group of persons knowingly using a means of identification belonging to you without your knowledge or permission with intent to commit or assist another to commit an illegal act. Insurer AmTrust Europe Limited.

10 4 Family Legal Protection Insured incident The incident or the first of a series of incidents, which may lead to a claim under this insurance. Any actions, incidents or events that are linked by cause or time shall be classed as one insured incident. Only one insured incident shall be deemed to have arisen from all causes of action, incidents or events that are related by cause or time. In a claim arising from identity fraud the insured incident is a single act or the start of a series of single acts against you by one person or group of people. In a claim arising from an H M Revenue and Customs full enquiry, the insured incident shall be deemed to be the date H M Revenue and Customs issue a formal notice to you notifying of a full enquiry into your non-business affairs. Insured period From the date Family Legal Protection was added to the associated home policy until its renewal or cancellation. As long as the policyholder remains eligible, this policy will automatically renew with the associated home policy unless you inform EUI Limited otherwise. Legal action(s) The pursuit or defence of civil legal cases for damages or injunctions and the defence of criminal prosecutions. Legal Helpline The service provided by our panel solicitors on our behalf which enables you to obtain advice on any matter which may give rise to a claim under this insurance. Standard advisers costs The level of advisers costs that would normally be incurred in using a nominated adviser of our choice. Territorial limits Great Britain, Northern Ireland, the Isle of Man and the Channel Islands.

11 Family Legal Protection 5 Vehicle Any motor vehicle or motorcycle owned by you. We/Us/Our Arc Legal Assistance Limited who have arranged this insurance and administer it on behalf of the insurer. You/Your/Yourself Any person who has paid the premium, or on whose behalf the premium has been paid and been declared to us by your insurance adviser and is permanently resident at the property covered under the household insurance to which this cover attaches. Cover also applies to your family. If you die your personal representatives will be covered to pursue or defend cases covered by this insurance on your behalf that arose prior to or out of your death. Section 2: What is covered? If you make a valid claim under this insurance, we will appoint our panel solicitors, or their agents, to handle your case. You are not covered for any other legal representatives fees unless court proceedings are issued or a conflict of interest arises. Where, following the start of court proceedings or a conflict of interest arising, you want to use a legal representative of your own choice you will be responsible for any advisers costs in excess of our standard advisers costs. Details of these will be provided on request. The insurance covers advisers costs and other costs and expenses as detailed under the separate sections of cover, up to the cover limit where: a. the insured incident takes place in the insured period and within the territorial limits and b. the legal action takes place in the territorial limits Consumer Pursuit What is insured Advisers costs to pursue a legal action following a breach of a contract you have for buying or renting goods or services for your private use. This includes the purchase of your main home. The contract must have been made after you first purchased this insurance.

12 6 Family Legal Protection What is not insured Claims y where the amount in dispute is less than 250 plus VAT y involving a motor vehicle owned by you or which you are legally responsible for y in respect of works undertaken or to be undertaken by or under the order of any government or public or local authority y in respect of disputes over the purchase of your main home, the purchase must have commenced at least 30 days after you first purchased this insurance or purchased similar insurance which expired immediately before this insurance began Consumer Defence What is insured Advisers costs to defend a legal action brought against you following a breach of a contract you have for selling goods (in a private capacity) for the private and personal use of another person. This includes the sale of your main home. The contract must have been made after you first purchased this insurance. What is not insured Claims y where the amount in dispute is less than 250 plus VAT y involving a motor vehicle owned by you or which you are legally responsible for y in respect of works undertaken or to be undertaken by or under the order of any government or public or local authority y in respect of disputes over the purchase of your main home, the purchase must have commenced at least 30 days after you first purchased this insurance or purchased similar insurance which expired immediately before this insurance began

13 Family Legal Protection 7 Motor Contract Disputes What is insured Advisers costs to pursue or defend contract disputes relating to the sale or purchase of goods or services relating to the vehicle including the vehicle itself. The contact for the sale or purchase must have been made during the insured period. What is not insured Claims y where the amount in dispute is less than 250 plus VAT for y advisers costs where the amount in dispute relates to credit hire or credit repair costs Personal Injury What is insured Advisers costs to pursue a legal action for financial compensation for damages following an accident resulting in your personal injury or death against the person or organisation directly responsible. What is not insured Claims y for stress, psychological or emotional injury y for illness, personal injury or death which is caused gradually or is not caused by a specific event y involving a motor vehicle owned by you or which you are legally responsible for y If the legal action is going to be decided by a court in England or Wales and the damages you are claiming are above the small claims track limit, the adviser must enter into a conditional fee agreement which waives their own fees if you fail to recover the damages that you are claiming in the legal action in full or in part. If the damages you are claiming are below the small claims track limit advisers costs will not be covered but you can access the legal helpline for advice on how to take your case further.

14 8 Family Legal Protection Employment Disputes What is insured Advisers costs to pursue a legal action brought before an Employment Tribunal (or its equivalent in Scotland, Northern Ireland, the Channel Islands or the Isle of Man) or court against an employer or ex-employer for breach of your contract of employment. What is not insured Claims y where the breach of contract occurred within the first 30 days after you first purchased this insurance unless you had similar insurance which expired immediately before this insurance began for y advisers costs of any disciplinary investigatory or grievance procedure connected with your contract of employment or the costs associated with any settlement agreement for y advisers costs awarded by an Employment or Employment Appeals Tribunal that you are ordered or agree to pay Property Infringement What is insured Advisers costs to pursue a legal action for nuisance or trespass against the person or organisation infringing your legal rights in relation to your main home. This section does not extend to divorce or matrimonial matters. What is not insured Claims y in respect of works undertaken or to be undertaken by or under the order of any government or public or local authority Property Damage What is insured Advisers costs to pursue a legal action for financial compensation for damages against a person or organisation that causes physical damage to your main home or your personal effects. The damage must have been caused after you first purchased this insurance.

15 Family Legal Protection 9 What is not insured Claims y in respect of works undertaken or to be undertaken by or under the order of any government or public or local authority Tax What is insured Advisers costs incurred by an accountant if you are subject to an H M Revenue and Customs full enquiry into your personal Income Tax position. This cover applies only if you have maintained proper, complete, truthful and up to date records; made all returns at the due time without having to pay any penalty and provided all information that H M Revenue and Customs reasonably requires. What is not insured Claims y where the Special Compliance Officer is investigating your affairs y for accountancy fees which relate to your business trade or profession including from your income as a sole trader y in respect of income or gains which have been under-declared because of false representations or statements by you or where you have made deliberate misstatements or omissions to the authorities for y advisers costs for any amendment after the tax return has initially been submitted to H M Revenue and Customs for y advisers costs arising after you receive a notice telling you that the enquiry has been completed Probate What is insured Advisers costs to pursue a legal action in respect of a probate dispute involving the will of your parents, grandparents, children, step-children or adopted children where you are contesting a will as a named beneficiary, or as a member of a class of beneficiaries with an immediate interest.

16 10 Family Legal Protection What is not insured Claims y in respect of any dispute or costs where a will has not been previously made or concluded or cannot be traced (Intestate) Personal Identity Fraud What is insured Advisers costs in a legal action in respect of insured incidents arising from identity fraud: y to deal with all organisations that have been fraudulently applied to for credit, goods or services in your name or which are seeking monies or have sought monies from you as a result of identity fraud y in order to liaise with credit referencing agencies and all other relevant organisations on your behalf to advise that you have been the victim of identity fraud to y defend your legal rights and/or take reasonable steps to remove County Court Judgments against you that have been obtained by an organisation that you are alleged to have purchased, hired or leased goods or services from y Cover is only available if you deny having entered in to the contract and allege that you have been the victim of identity fraud What is not insured Claims where y you have not been the victim of identity fraud where y the insured incident began to occur within 30 days of you first purchasing this insurance unless you had similar insurance which expired immediately before this insurance began where y the insured incident began to occur or had occurred before you purchased this insurance y where the claim is false or fraudulent y where you did not take reasonable precautions against identity fraud or take action to protect yourself from identity fraud

17 Family Legal Protection 11 where y the identity fraud has been carried out by somebody living with you for y advisers costs arising from loss of cash from a bank, building society, credit union or other similar financial institution where that institution has refused to cover the loss y for any losses other than advisers costs incurred by you as a result of identity fraud You must agree to be added to the CIFAS Protection Register if we recommend it. Vehicle Cloning What is insured Advisers costs in a legal action to defend civil or criminal legal proceedings arising from use of the vehicle s identity by another person or organisation without your permission. What is not insured Claims where y the vehicle s identity has been cloned by somebody living with you where y the insured incident began to occur within the first 30 days of the insured period where y you did not act to take reasonable precautions against the vehicle s identity being cloned y for any losses (other than advisers costs) incurred by you as a result of the vehicle s identity being cloned Motor Insurance Database Disputes What is insured Advisers costs for representation of your legal rights in a dispute with the Police and/ or other government agencies in the event that your vehicle is seized following a failure in the communications between your insurance adviser and the Motor Insurance Database resulting in incorrect information about you or your vehicle being recorded on that database.

18 12 Family Legal Protection Jury Service What is insured We will pay a daily rate for the duration you are off work while attending jury service for each whole day of such attendance providing these costs are not recoverable from your employer or the court. Telephone Helplines Legal Helpline You and your family can use the 24 hour helpline service to discuss any legal problem occurring within the United Kingdom, the Channel Islands and Isle of Man. Specialist lawyers are at hand to help you. If you need a lawyer to act for you and your problem is covered under this insurance, the helpline will ask you to complete and submit a claim form online by visiting Alternatively they will send a claim form to you. If your problem is not covered under this insurance, the helpline may be able to offer you assistance under a private funding arrangement. Simply telephone and quote Admiral Insurance FLP. Section 3: What is not covered? 1. There is no cover where: a. The insured incident began to start or had started before you bought this insurance. b. You should reasonably have known when buying this insurance that the circumstances leading to a claim under this insurance already existed. c. A reasonable estimate of your advisers costs of acting for you is more than the amount in dispute. d. You fail to give full information or facts to us or to the adviser on a matter material to your claim. e. Something you do or fail to do prejudices your position or the position of the insurer in connection with the legal action.

19 Family Legal Protection 13 f. Advisers costs or any other costs and expenses incurred which have not been agreed in advance or are above those for which we have given our prior written approval. g. You have other insurance which covers the advisers costs. If only part of the advisers costs are covered under the other insurance, we will cover the amount of advisers costs not covered under that insurance. h. We form the view that you do not have a reasonable chance of winning the case and achieving a reasonable outcome as set out below in Conditions of your Policy - Prospects of Success. i. Your insurers repudiate the insurance policy or refuse indemnity. 2. There is no cover for: a. Advisers costs or any other costs incurred in avoidable correspondence or which are recoverable from a court, tribunal or other party or which are not reasonable or necessary. b. The amount of advisers costs in excess of our standard advisers costs where you have decided to use an adviser of your own choice. c. Damages, interest, fines or costs awarded against you in a criminal court. d. Claims over loss or damage where that loss or damage is covered under another insurance. e. Claims made by or against EUI Limited (trading as Admiral), the insurer, the adviser or us. f. Any claim you make which is false or fraudulent. g. Defending legal actions arising from anything you did deliberately or recklessly. h. Appeals without our prior written consent. i. The costs of any legal representative other than those of the adviser prior to the issue of court proceedings or a conflict of interest arising. j. Any costs which you incur and wish to recover which you cannot prove with documentary evidence. k. Advisers costs if your claim is part of a class action or will be affected by or will affect the outcome of other claims.

20 14 Family Legal Protection 3. There is no cover for any claim directly or indirectly arising from: a. Patents, copyrights, trademarks, merchandise marks, service marks, registered designs, intellectual or artistic property, secrecy or confidentiality agreements and passing off. b. Computer software other than proprietary packaged software that has not been tailored to your requirements. c. Planning law. d. Libel, slander or verbal injury. e. A dispute between you and someone you live with or have lived with. f. A lease or licence to use property or land. g. A venture for gain by you or your business partners. (Unless you have host insurance with EUI Limited). h. A dispute about either the amount an insurance company should pay to settle an insurance claim or the way a claim should be settled. i. An application for a judicial review. j. Defending or pursuing new areas of law or test cases. k. A dispute with any financial services supplier arising from the sale or performance of products and services offered or provided to you. l. Professional negligence in relation to services provided in connection with a matter not covered under this insurance. m. Subsidence, land heave, land slip mining or quarrying. n. A tax or levy relating to you owning or living in your home. o. A manufacturer s warranty or guarantee. 4. Contracts (Rights of Third Parties) Act 1999 A person who is not a party to this contract is known as a third party. Third parties do not have any right to enforce any term of this contract unless they have a right or remedy other than by virtue of the Contracts (Rights of Third Parties) Act 1999.

21 Family Legal Protection 15 Section 4: Conditions of your policy Prospects of Success At any time we may form the view that you do not have a more than 50% chance of winning the case and achieving a positive outcome. If so, we may decline support or any further support. Examples of positive outcomes are: a. Being able to recover the amount of money at stake. b. Being able to enforce a judgment. c. Being able to achieve an outcome which best serves your interests. Disputes Subject to your right to refer a complaint to the Financial Ombudsman Service (see How to make a Complaint ), any dispute between you and us will, where we both agree, be referred to an arbitrator who will be either a solicitor or a barrister. If the parties cannot agree on their choice of arbitrator the Law Society will be asked to make a nomination. The arbitration will be binding and carried out under the Arbitration Act. The costs of the arbitration will be at the discretion of the arbitrator. Section 5: How to make a claim As soon as you have a legal problem that you may require assistance with under this insurance you should telephone the Legal Helpline on Reporting the claim You must notify claims as soon as reasonably possible once you become aware of the insured incident and within no more than 180 days of you becoming aware of the insured incident. There will be no cover under this policy if, as a result of a delay in reporting the claim, our position has been prejudiced. For claims relating to identity fraud, these must be reported within 45 days of you becoming aware of the insured incident. You can complete and submit your claim form online by visiting Alternatively, we will send you a claim form which must be returned promptly with all relevant information.

22 16 Family Legal Protection Acceptance of a claim a. We may investigate the claim and take over and conduct the legal action in your name. Subject to your consent which shall not be unreasonably withheld we may reach a settlement of the legal action. b. You must supply, at your own expense, all of the information which we reasonably require to decide whether a claim may be accepted. If court proceedings are issued or a conflict of interest arises, and you wish to nominate a legal representative to act for you, you may do so. Where you have elected to use a legal representative of your own choice you will be responsible for any advisers costs in excess of our standard advisers costs. The adviser must: i. represent you in accordance with our standard conditions of appointment available on request c. The adviser will: i. Provide a detailed view of your prospects of success including the prospects of enforcing any judgment obtained ii. Keep us fully advised of all developments and provide such information as we may require iii. Keep us advised of advisers costs incurred iv. Advise us of any offers to settle and payments in to court. If, against our advice, based on the legal advice we receive, such offers or payments are not accepted, there shall be no further cover for advisers costs, unless we agree in our absolute discretion to allow the case to proceed v. Submit bills for assessment or certification by the appropriate body if requested by us vi. Attempt recovery of costs from third parties d. In the event of a dispute arising as to advisers costs we may, based on either consultation with the insurer or a review of competitor rates, require you to change adviser. e. The insurer shall only be responsible for costs for work expressly authorised by us in writing and undertaken while there are reasonable prospects of success (see Prospects of Success Condition above).

23 Family Legal Protection 17 f. You shall supply all information requested by the adviser and us. g. You are responsible for any advisers costs if you withdraw from the legal action without our prior consent. Any costs already paid under this insurance will be reimbursed by you. h. You must instruct the adviser to provide us with all information that we ask for and report to us as we direct at their own cost. Section 6: Cancellation Your cancellation rights If Family Legal Protection is listed as a Policy Upgrade in the Description of Your Admiral Home Insurance Cover section of your Home Policy Schedule, you may cancel this product and receive a full refund if you inform EUI Limited within 14 days from receipt of the confirmation letter or . Should you cancel outside the 14 days, you will be charged on a daily pro rata basis for the time you have had on cover plus a 5 cancellation charge. If a claim is made or has arisen during the period of insurance, the full premium is payable and no refund will be given. Please contact EUI Limited, Ty Admiral, David Street, Cardiff CF10 2AA or call If Family Legal Protection is listed as Included in the Description of Your Admiral Home Insurance Cover section of your Home Policy Schedule, you may only cancel this product if your Admiral Home Insurance policy is also cancelled. Please refer to the Guide to your Admiral Home Insurance Cover for more information on the cancellation terms and conditions. EUI Limited s cancellation rights We may cancel this policy at any time by sending 7 days notice in writing to your last known address if: y you are in breach of any of the conditions of your policy y you fail to respond to written requests for further information or documentation y you provide inaccurate information about your residency

24 18 Family Legal Protection If your associated home policy is cancelled, this product will also be cancelled. If we cancel your policy, you will be charged on a daily pro rata basis for the time you have had on cover plus a 5 cancellation charge. If you or anyone acting for you recklessly or deliberately misrepresents information we require at any time during the policy that would impact either the terms and conditions or our ability to offer cover itself, your policy and all other policies to which you are connected through EUI Limited will be cancelled or voided. We will not pay a claim which is in any part fraudulent, false, exaggerated or if you or anyone acting for you makes a claim in a fraudulent or false way, or where we have been given a false statement, or any documents which are false or stolen. We will seek to recover any costs we have incurred and will not return any premium. Section 7: How to make a complaint Complaints should be made to: Arc Legal Assistance Ltd, PO Box 8921, Colchester, CO4 5YD Tel: customerservice@arclegal.co.uk We will always confirm to you, within 5 working days, that we have received your complaint. Within 4 weeks you will receive either a final response or an explanation of why the complaint has not been resolved yet plus an indication of when you will receive a final response. Within 8 weeks you will receive a final response or, if this is not possible, a reason for the delay plus an indication of when you will receive a final response. After 8 weeks, if you are unhappy with the delay, you may refer your complaint to the Financial Ombudsman Service. You can also refer to the Financial Ombudsman Service if you cannot settle your complaint with us, or before we have investigated the complaint if both parties agree. The Financial Ombudsman Service contact details are: Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel: Or: complaint.info@financial-ombudsman.org.uk

25 Family Legal Protection 19 Section 8: Extra information about your policy English Law and Language This contract is governed by English Law and the language for contractual terms and communication will be English. Financial Services Compensation Scheme We are covered by the Financial Services Compensation Scheme (FSCS). If we fail to carry out our responsibilities under this policy, you may be entitled to compensation from the Financial Services Compensation Scheme. Information about the scheme is available at or by phone on or Data Protection Act Your details and details of your insurance cover and claims will be held by us and or the insurer for underwriting, processing, claims handling and fraud prevention subject to the provisions of the Data Protection Act Authorisation This policy is arranged by EUI Limited (Ty Admiral, David Street, Cardiff CF10 2EH and) are authorised and regulated by the Financial Conduct Authority (Registration No ) This policy is administered by Arc Legal Assistance Ltd (The Gatehouse, Lodge Park, Lodge Lane, Colchester, CO4 5NE and) are authorised and regulated by the Financial Conduct Authority (Registration No ). Our permitted business is arranging with a view to transactions in non-investment insurance contracts, arranging (bringing about) non investment insurance contracts, advising on non-investment insurance contracts, dealing as an agent in non-investment insurance contracts and assisting in the administration and performance of non-investment insurance contracts. This policy is underwritten by AmTrust Europe Limited, Registered Office: 10th Floor Market Square House, St James s Street, Nottingham, NG1 6FG, Registered Number: AmTrust Europe Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, Financial Services Number: This can be checked by visiting the website or by contacting the Financial Conduct Authority on

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