Our Service Charter

Residentsline Limited is an independent intermediary specialising in all aspects of insurance for residential and commercial properties. If it is in your best interests, we may also act as agents of other property insurance specialists.

A full list of Residentsline’s Appointed Represesentatives is available for you to view on the FSA’s website www.fsa.gov.uk/register after entering our Register number: 305998.

Although not obliged to do so, we only offer products from a selected number of insurers.

Upon request, we will be happy to provide you with a list of the insurers with whom we offer cover. Summaries of Cover can be viewed on this website.

Usually, we will ask questions to identify the most appropriate product. You will then need to make your own decision about how to proceed.

Residentsline Limited of 29 Waterloo Road, Wolverhampton, West Midlands. WV1 4DJ is authorised and regulated by The Financial Services Authority.

Our FSA Register number is 305998 .

Our permitted business includes assisting in the administration and performance of a contract of insurance .

You may check details on the FSA’s Register by visiting the FSA’s website www.fsa.gov.uk/register or by contacting The FSA on 0845 606 1234.

Upon receipt of a request from you or one of our agents, we will provide a quotation or request further information within 2 working days.

Where an urgent quotation response is required, we will endeavour to meet the deadline. If the submission meets the chosen insurer’s underwriting criteria, we will try to respond within 2 hours.

With the quotation, Residentsline will send the following documentation using “first class” post:

• a quotation letter;

• a pre-prepared proposal form based on the information so far supplied;

• brief details of covers provided; and

• this Service Charter.

Policy documents and any certificate(s) will normally be issued within 14 days of Residentsline receiving both the fully completed proposal form, premium due and policy documents from Insurers.

It is your responsibility to provide complete and accurate information to insurers when you take out your policy, throughout the life of your contract and when you renew your insurance. It is important that you ensure that all statements you make on proposal forms, claim forms and other documents are full and accurate.

If you do not disclose material information to your insurers, part or all of a claim may not be paid, or your insurance cover could be invalidated. If unsure, then disclose it.

The products we offer are designed specifically to meet the demands and needs both now and in the foreseeable future, of Residential and Commercial Property Management Companies, Property Management Agents and similar organisations who are responsible for arranging insurance covers in respect of residential and commercial property and its management.

We keep our panel of insurers under constant review to ensure you are provided with broad cover at a competitive premium, always taking into account insurer service levels and financial security.

We normally accept premium payments by cash, cheque, BACS or credit card. This money will be held in a statutory trust bank account maintained solely for premiums received on behalf of your insurers. You may also be able to spread your payment through insurers' instalment arrangements. Full details are available upon request.

Whilst awaiting payment of your premium we may retain certain items such as policy documents and certificates of insurance. Failure to pay may lead to insurers cancelling your policy. Moreover, payment of any claim could be prejudiced if there is a delay in Residentsline receiving the premium due or a valid direct debit form.

Should you suffer loss or damage which you consider may be a claim under your policy, we will usually have already provided you with a telephone number for direct access to an Incident Manager. You should be aware that such Incident Managers act on behalf of insurers. Alternatively, contact us direct and we will make appropriate arrangements with the insurer on your behalf.

Although the primary responsibility rests with the insurer to handle claims promptly and fairly, when acting for our customers Residentsline will always act with due care, skill and diligence. Please do not hesitate to contact us if any claims handling issues give you cause for concern.

Yes, we are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit.

Further information about compensation scheme arrangements is available from the FSCS at:-

Financial Services Compensation Scheme
7th floor Lloyds Chambers
Portsoken Street
London
E1 8BN

Tel: 020 7892 7300

Email: enquiries@fscs.org.uk

In the first instance you should write to us, for the personal attention of Mrs Belinda Thorpe, at Residentsline. Alternatively you can contact us by telephone on 01902 712962 and ask for Mrs Belinda Thorpe or, in her absence, Neil Abel.

If we are not able to resolve the matter very quickly, we have an FSA-compliant complaints procedure and you will be provided with full details.

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at:-

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Tel: 0845 080 1800

Email: complaint.info@financial-ombudsman.org.uk

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