Terms of Business – Personal

The Financial Conduct Authority (FCA)

The FCA is the independent watchdog that regulates financial services. Please use this information to decide if our services are right for you.

Our Service

We are an Insurance Intermediary and as such we act as the agent of our client.  However, in certain circumstances we may act for and owe duties of care to other parties. We will advise you when these circumstances occur so you will be aware of any possible conflict of interest.

We will advise and make a recommendation for you after we have assessed your insurance needs.  If we are unable to make a recommendation or offer advice or where your requirements cannot be fully met we will provide you with enough information to enable you to make an informed purchasing decision.

We will assist you in effecting any changes that you need to make to your insurance policy, with the renewal of your insurance policy and with any claim you need to make.

We are also a credit broker in that we introduce those wishing to pay by instalments to firms that are able to lend money under a regulated credit agreement by way of business.

Whose Products we offer

In the majority of cases we will carry out a ‘fair analysis’ of the market in order to identify a suitable product. This means that we will compare products from a sufficiently large range of insurance providers in terms of cover, price, quality of service and other relevant features in order to select appropriate policies for you.  If this is not the case we will advise you of the breadth or our marketing prior to inception of the policy.

For Motorists legal protection we only use Cobra Accident Management.

For Tenants contents we only offer products with Ageas Insurance Ltd or Home & Legacy Insurance Services Ltd.

For those wishing to pay by instalments we only introduce clients to Close Brothers  Ltd or Premium Credit Ltd.  We will advise you if competitive credit terms are available through your Insurer or, you have the option of sourcing your own credit agreement


Whilst we take every care to check the financial stability of any firm with which we place business, we cannot be held responsible if that firm subsequently ceases to trade.

Who regulates us?

Hazelton Mountford Limited is authorised and regulated by the Financial Conduct Authority.  Our FCA number is 483264. You can check this on the FCA’s Register by visiting the FCA’s website https://register.fca.org.uk/  or by contacting the FCA on  0800 111 6768. Our permitted business is advising on, arranging and assisting in the administration and performance of a contract of insurance. We are also authorised and regulated to carry on credit broking.

Information on Costs

From time to time depending on the work and risk involved it may be necessary to charge fees. The specific amount and purpose of any professional fee and administration charges will always be advised to you in advance. We earn the entirety of our commission and/or fees when your risk is successfully placed and take our commission and/or fees immediately upon receipt of payment unless agreed otherwise with your insurer.

Disclosure of Earnings

You are entitled at any time, to request information about earnings that we, or any other intermediary we have used, receive as a result of placing your business. In addition to commission from insurers, we may also receive payments based on volumes of business or profitability of the account placed with them. These payments can vary from year to year. Such remuneration is only earned on the basis that it does not detract from our obligation to act in our client’s best interest at all times. 

Prevention of Bribery

It is our intention to meet the requirements of the Bribery Act 2010. We have appointed Gordon Hazelton with overall responsibility for the prevention of bribery.  If, at any time, you feel that we have not acted in a way that meets the requirements of the Bribery Act 2010 you should contact us immediately.

Treating Customers Fairly (TCF)

We set high standards for ourselves and it is our intention to treat customers fairly at all times. We have appointed Gordon Hazelton to oversee TCF within this firm.  If at any time you feel that you have not been treated fairly please contact us in order that the matter may be addressed. 

Mid-term adjustments or cancellations

In the event of an adjustment that results in a return of premium or cancellation mid-term we reserve the right to retain any claw back of commission and pass on any charge made by insurers. Where the premium is being paid by instalments we may also claim our full commission along with any charge made by the insurers in the calculation of any outstanding money and use it to offset any outstanding premiums or costs.

Cancellations due to premium instalment defaults

If any payment in respect of a credit agreement is not met, you acknowledge and agree that we may instruct on your behalf the relevant insurer to cancel the insurance and to collect any refund of premiums which may be made by the insurer and use it to offset any outstanding costs or premiums.

For Rent Guarentee and Legal Expenses policies, in the event of cancellation by you within 14 days of the issue of the Policy a full refund of premium will be given provided no claim has been made on the policy. No refund will be given if the policy is cancelled after 14 days from issue of the policy.

Our Right to offset monies you owe us

We shall be entitled (but not obliged) without notice to you to offset any amounts due to us from you against any amounts we receive on your behalf (such as claims monies refunded premiums and any other sums).

Payment Terms

We require full payment of the premium by cheque, credit card or BACS within 7 days of cover being effected unless otherwise agreed in writing.

You may be able to spread your payments through a credit scheme.

How we will handle your money

Our Statutory Trust account has been set up in accordance with strict rules laid down by the Financial Conduct Authority.  We are the Agent of Insurers for the collection of certain premiums. In  arranging your insurance we may employ the services of other intermediaries who are regulated by the FCA and your premium may be passed to these intermediaries for payment to insurers. Any interest earned on your money whilst in our possession will be retained by us.

Your Duty to provide Information: (Consumers)

It is your duty to take reasonable care to answer all questions honestly and to the best of your knowledge.  If you do not, your insurance policy may be cancelled or treated as if it never existed or your claim may be rejected or not paid in full.  It is important that all statements you make on proposal forms claim forms and other documents are full and accurate. If a form is completed on your behalf, you should check that the answers shown to any of the questions are true and accurate before signing the document. Failure to provide requested information to your insurers could invalidate your insurance cover and mean that part or all of a claim may not be paid.


As part of our service we can assist you with any claim you need to make.  When you first become a customer we will give you details of how you can make a claim and tell you what your responsibilities are in relation to making claims.  If you are ever in any doubt as to what action to take in the event of a claim, please contact us at 4 Bank Street, Worcester WR1 2EW.

Credit Searches

We may share your information with and obtain information about you from credit reference agencies.  If you require information about the credit reference agency we have received information from or the credit reference agencies we have approached please do not hesitate to contact us.  Please note that any searches undertaken prior to you proceeding with your application will be soft searches and will not affect your credit rating.


It is our intention to provide you with a high level of customer service at all times.  If you should wish to make a complaint about our service we have a formal complaints procedure.  In the first instance you should address your complaint to Simeon Chapman, Compliance Manager. We will supply you with a copy of our complaints procedure upon receipt of a complaint or at any time upon request.  You will be advised of any redress available to you, should you believe the matter has not been resolved to your satisfaction.  If you cannot settle your complaint with us you may be entitled to refer it to the Financial Ombudsman Service

Limitation/Exclusion of Liability

Your Attention is specifically drawn to this clause which limits or Excludes our liability to you. Our liability for losses suffered by you as a direct consequence of any negligent performance of our services shall be limited in all circumstances to £2,000,000 per claim. In respect of any other claim, arising out of our performance or non-performance of the services hereunder our liability shall be limited  to the amount of commission and fees we have received for arranging your insurance cover during the 12 months prior such claim arising. We shall not be liable to you for economic loss, loss of profit or loss of business, whether directly or indirectly occurring and which arises out of connection with these terms. Nothing in this paragraph shall exclude or limit our liability for death or personal injury caused by our negligence, or for loss caused by our fraud, wilful misrepresentation or breach of regulatory obligations owed to you.

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 circumstances of the claim. Full details and further information on the compensation scheme is available from the FSCS.


All personal information about you will be treated as private and confidential.  We are registered with the ICO as a Data Controller. We undertake to comply with the General Data Protection Regulation (GDPR) in all our dealings with your personal data.  Your personal information will be kept secure. If you require more information on how we use your personal data please refer to our privacy notice.

Claims and Underwriting Exchange Register and Motor Insurance Anti-Fraud Register

Insurers pass information to the Claims and Underwriting exchange register operated by Database Services Limited and the Motor Insurance Anti-Fraud Register compiled by the Association of British Insurers.  The objective is to check information provided and to prevent fraudulent claims.  Motor insurance details are also added to the Motor Insurance Database operated by the Motor Insurers’ Information Centre (MIIC), which has been formed to help identify uninsured drivers and may be accessed by the police to help confirm who is insured to drive.  In the event of an accident, this database may be used by insurers, MIIC and your motor insurer to identify relevant policy information. 

Applicable Law

This Terms of Business document is subject to English Law and the jurisdiction of English Courts.

Please be aware that calls may be recorded for training and monitoring.

Business Address

Hazelton Mountford Ltd

4 Bank Street