If You Have a Complaint
We hope that you will be happy with the service that we provide. However, if for any reason you are unhappy with it, we would like to hear from you. In the first instance, please write to your Insurance Adviser or us at
Meadons Insurance Brokers Limited
11 Cheshire Street
or telephone us on 01630 658455.
Meadons Insurance Brokers Limited and Aviva are covered by the Financial Ombudsman Service for complaints from private individuals, certain small businesses, charities and trusts. If you have complained to us and we have been unable to resolve your complaint, you may be entitled to refer it to this independent body. Following the complaints procedure does not affect your right to take legal action.
Further details of our complaints procedure can be found in our policy booklet.
Telephone Call Charges and Recording
Calls to 0800 numbers from UK landlines and mobiles are free. The cost of calls to 03 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minute plans from landlines and mobiles. For our joint protection telephone calls may be recorded and/or monitored.
Choice of Law
The appropriate law as set out below will apply unless you and the insurer agree otherwise:
1. The law applying in that part of the UK, Channel Islands or Isle of Man in which you normally live or (if applicable) the first named policyholder normally lives; or
2. In the case of a business, the law applying in that part of the UK, Channel Islands or Isle of Man where it has its principal place of business; or
3. Should neither of the above be applicable, the law of England and Wales will apply.
Data Protection Act - Information Uses
For the purposes of the Data Protection Act 1998, the Data Controllers in relation to any personal data you supply are Meadons Insurance Brokers Limited and Aviva Insurance Limited.
Your information may be used for the purposes of insurance administration by the insurer, its associated companies and agents, by re-insurers and by your intermediary. It may be disclosed to regulatory bodies for the purposes of monitoring and/or enforcing the insurer’s compliance with any regulatory rules/codes. Your information may also be used for offering renewal, research and statistical purposes and crime prevention. It may be transferred to any country, including countries outside the European Economic Area for any of these purposes and for systems administration. Where this happens, we will ensure that anyone to whom we pass your information agrees to treat your information with the same level of protection as if we were dealing with it.
If you give us information about another person, in doing so you confirm that they have given you permission to provide it to us and for us to be able to process their personal data (including any sensitive personal data) and also that you have told them who we are and what we will use their data for, as set out in this notice.
In the case of personal data, with limited exceptions, and on payment of the appropriate fee, you have the right to access and if necessary rectify information held about you.
In assessing your application now or at renewal, the insurer or its agents may undertake checks against publicly available
information (such as electoral roll, county court judgments, bankruptcy orders or repossessions). Similar checks may be
made in assessing any claims made.
Information may also be shared with other insurers either directly or via those acting for the insurer (such as loss adjusters or investigators).
Credit Searches and use of Third Party Information
To ensure the insurer has the necessary facts to assess your insurance risk, verify your identity, to help prevent fraud
and to provide you with their best premium and payment options, the insurer may obtain information relating to you and
your business from third parties at quotation and renewal and in certain circumstances where policy amendments are
requested. This information may include a quotation search from a credit referencing agency which will appear on your
credit report and will be visible to other credit providers. It will be clear that this is a quotation rather than a credit
application by you to pay by monthly instalments.
The insurer is a responsible provider of credit which is regulated by the Consumer Credit Act, and they take these
responsibilities seriously to ensure their customers are able to meet their monthly instalment commitments.
When you agree to pay monthly, the status of your quotation search from their credit reference agency will be updated to
reflect your credit application and this will be visible to other credit providers. Credit reference agencies may keep a record of the search. The insurer may also pass to credit reference agencies information it holds about you and your payment record. The information will be used by other credit lenders for making credit decisions about you and the people with whom you are financially associated for fraud prevention, money laundering prevention and for tracing debtors.
In order to assess the terms of the insurance contract or administer claims which may arise, the insurer may need to collect data which the Data Protection Act defines as sensitive (such as medical history or criminal convictions). By proceeding with this application you will signify your consent to such information being processed by the insurer or its agents.
Aviva group and its agents may use your information to keep you informed by post, telephone, e-mail or other means about
products and services which may be of interest to you. Your information may also be disclosed and used for these purposes
after your policy has lapsed. If you do not wish your information to be used for these purposes please write to Aviva,
FREEPOST, Mailing Exclusion Team, PO Box 6412, Derby DE1 1SB.
Fraud Prevention and Detection
In order to prevent and detect fraud we may at any time:
• Share information about you with other organisations and public bodies including the Police;
• Undertake credit searches and additional fraud searches;
• Check and/or file your details with fraud prevention agencies and databases, and if you give us false or inaccurate
information and we suspect fraud, we will record this to prevent fraud and money laundering.
We can supply on request further details of the agencies and databases we access or contribute to and how this information
may be used. If you require further details please contact us at:
Policy Investigation Unit, Aviva, Cruan Business Centre, Westerhill Business Park, 123 Westerhill Road, Bishopbriggs,
Glasgow, G64 2QR.Telephone: 0345 300 0597. Email PIUUKDI@AVIVA.COM
We and other organisations may also search these agencies and databases to:
• Help make decisions about the provision and administration of insurance, credit and related services for you and members
of your household;
• Trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts or insurance policies;
• Check your identity to prevent money laundering, unless you provide us with other satisfactory proof of identity;
• Check details of job applicants and employees.
Under the conditions of your policy you must tell us about any Insurance related incidents (such as fire, water damage, theft or an accident) whether or not they give rise to a claim. When you tell us about an incident we will pass information relating to it a database.
We may search these databases when you apply for insurance, in the event of any incident or claim, or at time of renewal to
validate your claims history or that of any other person or property likely to involved in the policy or claim.
You should show these notices to anyone who has an interest in the insurance under the policy.