Fresh Start is a product operated by Voyager Insurance Services Limited. Voyager Insurance Services Limited is authorised and regulated by the Financial Conduct Authority. All the insurance services contained within this website are arranged and administered by Voyager Insurance Services Limited which is a registered Insurance Broker.
1. The Financial Conduct Authority (FCA).
The FCA is the independent watchdog that regulates financial services. It requires us to give you this document. Use this information to decide if our services are right for you.
2. Whose products do we offer?
We only offer products from a single Insurer for household insurance under our Fresh Start scheme.
3. Which service will we provide you with?
You will not receive advice or recommendation from us. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.
4. What will you have to pay for our services?
We do not charge a fee for preparing and offering a quotation. However, please refer to our Terms of Business which outline all charges we make for our services. Any policy placement fee will be advised to you at the same time as the premium is advised.
5. Who regulates us?
Voyager Insurance Services Ltd, Buzzards Hall, Friars Street, Sudbury Suffolk CO10 2AA is authorised and regulated by the Financial Conduct Authority. Our FCA Firm Reference Number is 305814. Our permitted business is that of arranging general insurance contracts. We do not arrange Life Insurance, Pensions, Investments etc. You can check this information on the FCA’s register by visiting www.fca.org.uk/register or by contacting the FCA Consumer Helpline on 0800 111 6768.
6. What to do if you have a complaint
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are committed to providing you with the highest standard of service. If you have any questions or concerns about your policy or the handling of a claim you should, in the first instance, contact us:
….in writing At: Voyager Insurance Services Ltd, 13-21 High Street, Guildford Surrey.GU1 3DG
….by phone On: 01483 806900
If you are still unhappy with any issue connected with the handling of your insurance policy or claim then you should direct your enquiry in writing to:
The Customer Liason Officer, Plum Underwriting Ltd, 3 Lloyd’s Avenue, London, EC3N 3DS
In the event that you remain dissatisfied you can refer the matter to Policyholder & Market Assistance at Lloyd’s. The contact details are: Policyholder & Market Assistance, Lloyd’s, One Lime Street, London EC3M 7HA. E-mail: complaints@Lloyds.com
Complaints that cannot be resolved by Lloyds Policyholder & Market Assistance may be referred to the Financial Ombudsman Service. Further details will be provided at the appropriate stage of the complaints process. This complaint procedure is without prejudice to your right to take legal proceedings.
7. Are we covered by the Financial Services Compensation Scheme (FSCS)?
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. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS (www.fscs.gov.uk).