Title
Message
Terms of Business
Accepting our Terms of Business
By asking us to quote for, arrange or handle your insurances, you are providing your informed agreement to these Terms of Business.
It is important, for your own benefit and protection, that you read these terms carefully.
They contain important details regarding both our responsibilities and yours, upon which we will rely. Please do not hesitate to contact us promptly is there is any aspect of this document that you do not understand.
It is your responsibility to obtain authorisation from all joint policyholders and to keep them informed about matters related to this agreement. If you require additional copies of this agreement, please let us know.
Who Regulates us?
Move Cover Insurance is a trading name of One Sure Insurance Ltd who are authorised and regulated by the Financial Conduct Authority (FCA). Our Financial Services Register number is 447730. You can check this on the FCA’s register by visiting the FCA’s website www.fca.gov.uk/register.
Our permitted business is advising, arranging, dealing as agent, and assisting in the administration, performance of general insurance contracts and credit broking.
Our Services
The capacity in which we act for you
We act as an insurance intermediary, not an insurer. We will usually act on your behalf when arranging your insurances, when helping you make any changes to your policy, when you renew your insurance and in the event of a claim.
If there are any circumstances where we act as an agent of the insurer, we will let you know the capacity in which we act before we finalise your insurance arrangements.
Our role is to advise you and, after we have assessed your needs, to provide you with a personal recommendation explaining why the product recommended best meets your requirements. Should you choose to pay your insurance premium by instalments, we will facilitate this through third-party premium finance providers. Please note that we do not provide advice or make personal recommendations regarding the selection of premium finance providers or credit agreements. While we may ask questions to help assess suitable financing options available to you, the final decision on which option to proceed with will be based on the acceptability criteria set by the finance providers.
In situations where we are able to arrange insurance for you but do not offer advice, we will confirm the position in writing, this is usually where you have purchased a policy from us online.
Scope of Service
We will not in any circumstances act as an insurer nor guarantee or warrant the solvency of any insurer. Our duty of care is solely to our customers, who are the only persons able to rely upon, or may be affected by, any advice provided by us. We will not take responsibility for anyone else acting upon advice that has not been provided to them directly from us.
Our range of products and insurers
We provide a personal recommendation and select personal and commercial insurances from a fair and personal analysis of the market, but for certain products, we only select products from a limited number of insurers or only offer products from a single insurer, which means we do not give a personal recommendation on the basis of a fair and personal analysis. We will give you further information about this before we finalise your insurance arrangements. A list of insurers we deal with are available upon request.
If we propose using another intermediary to help place your business, we will confirm this to you in good time before any arrangements are finalised.
We will not in any circumstance guarantee the solvency of any insurer. In the event of an insurer experiencing financial difficulties, you may still be required to pay any outstanding premiums and we are not responsible for any shortfall in amounts due to you in respect of any claims.
We aim to provide you with a high level of customer service at all times but, if you are not satisfied, please contact Complaints officer:
- In writing: Complaints Dept, MoveCover Insurance, Suite 6 Pemberton House, Telford, Shropshire, TF3 3BD.
- By Telephone: 01952 570039
- By E-mail: neil.price@movecoverinsurance.co.uk
When dealing with your complaint, we will follow our complaint handling procedures; a summary of these procedures is available on request. If you are still not satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). For further information you can visit the FOS website www.financial-ombudsman.org.uk.
Access to the FOS is available for complainants coming within one of the following categories at the time we receive their complaint:
- Consumers (private individuals acting for purposes which are wholly or mainly outside that individual’s trade, business, craft, or profession)
- Micro-enterprises (businesses employing fewer than 10 persons and with a turnover or annual balance sheet total not exceeding €2 million
- Other small businesses (with an annual turnover of below £6.5m, and less than 50 employees or with an annual balance sheet total of below £5 million
- Charities with an annual income of under £6.5 million
- Trustees of a trust with a net asset value of under £5 million
- Certain types of Guarantors
We are covered by the Financial Services Compensation Scheme (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.
If you are eligible to claim from the FSCS, compensation is available in relation to insurance advising and arranging as follows:
- 90% of the claim, without an upper limit
- 100% of the claim, without an upper limit for compulsory classes of insurance such as third party motor, Long term insurance, professional indemnity insurance and general insurance claims arising from the death or incapacity of the policyholder owing to injury, sickness or infirmity, all where the insurance intermediary has failed to pay money to an insurer, pay away money it has received from an insurer, or has failed to take steps to allow the insurer to effect the contract of insurance
Further information about the compensation scheme arrangements is available from the FSCS online at www.fscs.org.uk.
We normally receive commission from insurers or product providers, typically this is from 5%-20% of the insurer’s premium. If you wish to know, you may ask us to confirm the exact amount applicable to your policy.
For arranging premium instalment facilities, we typically earn 4.78% commission from our premium finance provider(s) which is usually a percentage of the interest that you pay. This means that the amount you pay for credit and the overall cost of arranging your insurance will vary according to the interest charged by the lender and the amount of commission we earn.
We may work with more than one premium finance provider and, where available, you may be offered a choice of instalment options which may differ in interest rate, total amount payable and terms. The commission we receive may vary depending on the finance provider selected. Using premium finance will increase the overall cost of your insurance compared to paying the premium in full. You are under no obligation to arrange premium finance through us and may choose to pay the full premium upfront or arrange finance independently.
If your insurance policy is adjusted or cancelled, we retain our full commission. Any refund issued by the insurer will be after our commission is deducted, ensuring we keep all commission. You will not receive any commission rebate, even if your premium decreases.
A full breakdown of the cost of your insurance and the cost of credit will be provided as part of your new business or renewal quotation before you decide whether to proceed.
We do not charge any additional fees (payable by you) for handling your insurance or arranging premium finance unless we have agreed these with you in advance.
Any fees we do charge are set out below:
| Refundable in the event of cancellation | ||
| Arrangement Fee: New Business (Advised Sales) | £100 or up to 40% of the insurer’s premium (or anticipated annual premium if you have joined the Marine Transit Programme), whichever is greater. The exact fee payable, is disclosed to you, separate from the premium, prior to the conclusion of your contract. | No |
| Arrangement Fee: Renewal | £100 or up to 40% of the insurer’s premium (or anticipated annual premium if you have joined the Marine Transit Programme), whichever is greater. The exact fee payable, is disclosed to you, separate from the premium, prior to the conclusion of your contract. | No |
| Administration Fee: Midterm Adjustment | £40.00 | No |
| Administration Fee: Recorded Delivery Postage Charge | £7.50 automatically deducted from any credit/debit card that you have previously authorised us to use. | No |
| Administration Fee: Refunding Monies | £5.00 automatically deducted from total amount being refunded. Anything less than £15.00 will not be refunded. | No |
| Administration Fee: Bounced/Represented Payments | £25.00 | No |
| Administration Fee: Failure to Provide Valid Bank Account Details within 48 hours | £10.00 will be deducted from any credit/debit card you have previously authorised us to use. If we don’t receive your bank account details within 48 hours, or if the bank account details you provide are wrong. | No |
| Late Payment Fee: If you have agreed a payment plan directly with us and have not paid on the agreed date. | £20.00 | No |
| Administration Fee: Policy Not Taken Up (NTU) | £25.00 or the retention of any arrangement fee applied at point of sale, whichever is greater. | N/A |
| Cancellation Fee (Over 14 Days) | £85.00, plus the retention of our commission=. | N/A |
| Cancellation Fee: Voided Policy | £85.00, plus the retention of our commission. | N/A |
Further information
If a discount is applied to your policy and your policy is cancelled, we will reverse this discount, which will result in a debit for the amount of the discount being applied.
If your policy is set up on monthly instalments and we have an additional premium to collect, we will notify the premium finance provider who will spread it over the direct debits.
If your policy is paid in full and a debit is applied to your account, we will notify you of this debit and may use any credit/debit card details that you have previously authorised to us to use to settle the balance.
No notification will be sent to you when a debit is applied for any letters issued by recorded delivery but will still be charged.
You will be required to pay any debit balances promptly. If you fail to settle a debit balance promptly, we will use any credit/debit card details that you have previously authorised us to use in order to settle the balance. We will notify you of the total premium payable, including any fees, taxes and other charges separate from the premium, prior to the conclusion of your contract.
Refunds will only be issued once we receive the funds from the insurers, this can take up to 6 weeks but with some Insurers, may take up to 6 months. If there is a finance agreement in place then any return premium due to you will be used to reduce or clear your finance agreement first, any remaining balance will then be returned to you in line with the above.
How we handle your money
We act as agents of the insurer in collecting premiums and handling refunds due to our clients. All monies are deemed to be held by the insurer(s) with which your insurance is arranged. Where we are not given authority to collect premiums and handle refunds as agents of the insurer these will be handled by the Insurers directly and we will notify prior to the conclusion of the contract.
Where direct payments are available, or are a requirement of the Insurer, this will be highlighted to you prior to the conclusion of your contract. If your policy is set up based on direct payment to the insurer your premium will be paid direct to the Insurer via direct debit. In the event of there being a rebate of premium following the cancellation of, or any adjustment to your policy, these will be issued to you by the insurer and will not be handled by us.
Any administration fees charged by us (as outlined in the ‘What You Pay’ section) should be paid directly to us prior to the inception of your policy or prior to the effective date of any policy adjustment.
Cancellation
You should make any request for the cancellation of a policy to the contact details included within this Terms of Business, either by letter, e-mail or phone and where requested any relevant certificate of insurance must be returned to us or to the insurer concerned.
If your insurance policy is cancelled, either by us, the insurer or at your request, a cancellation fee of £85.00 will be charged against all policies, unless you are replacing your policy through our agency. All fees previously charged by us are non-refundable.
In addition to the charges levied by us, the terms of your policy may allow insurers to retain the premium in full or to charge short-period premiums in the event of cancellation. Please refer to your insurance policy wording for the terms for your policy.
Please note that we do not provide any refund for any Legal Protection or Breakdown & Recovery Insurance policies, unless this is within any 14-day cooling off period.
You will be required to pay any debit balance. If you fail to settle a debit balance promptly, we will use any credit/debit card details that you have previously authorised us to use, to settle the balance.
Transfer of Agency
Should you wish to retain your insurance policy but no longer want us to act as your insurance broker, you may instruct us to stop acting on your behalf and we will not impose any penalty. This request must be made in writing and will become effective upon your written instructions provided that all outstanding premiums and fees have been paid in full.
Unless explicitly agreed upon in writing, any transactions initiated prior to the termination of our relationship will be completed in accordance with the terms outlined within this agreement. You will remain liable for the payment of any transactions concluded before the termination date. We shall be entitled to retain any commissions received for facilitating these transactions and will retain any fees charged by us for the services provided. Upon instructing us to stop acting as your insurance broker, it is your responsibility to make alternative arrangements for the administration of your insurance policy.
What are your responsibilities?
It is your responsibility to provide complete and accurate information, which insurers require in connection with any proposal for insurance cover. This is particularly important before taking out a policy, making a midterm alteration and at renewal, but also applies throughout the life of the policy. You need to ensure that you answer any questions we may ask of you accurately and to the best of your knowledge, failure to do so could result in any potential claims not being paid out by the insurer.
If you are a commercial customer, you have a duty to give a fair presentation of the risk to the insurer. This means you should disclose every material circumstance relevant to the risk being insured following a reasonable search within your business to identify and verify such information. This should include information which you and where applicable your senior management, persons responsible for arranging
your insurance or other relevant third parties know or ought to know and should include all information that would influence the judgment of the insurer or that would out the insurer on notice that it needs to make further enquiries.
Examples of material circumstances are:
- Special or unusual circumstances relating to the risk;
- Any particular concerns which led you to seek insurance cover for the risk; and
- Anything which those concerned with the class of insurance and field of activity in question would generally understand as being something that would be dealt with in a fair presentation of risks for this type of insurance.
Failure to provide a “fair representation” may result in a number of remedies by the insurer. If the breach was deliberate or reckless the insurer can void the contract and keep the premium. If the breach was not deliberate or reckless the insurer can void the contract, proportionately reduce a claim settlement, or amend the insurance policy terms and review the merits of a claim on this basis.
You should therefore check all the details on any proposal form or statement of fact and pay particular attention to any declaration that you may be asked to sign. You should read all insurance documents issued to you and ensure that you are aware of the cover, limits and other terms that apply. Particular attention should be paid to any warranties and conditions as failure to comply with them could invalidate your policy. You should take a note of the required procedures in the event of a claim, which will be stated in the policy documentation. Generally, insurers require immediate notification of a claim or circumstances that might lead to a claim. You should inform us immediately of any circumstances that may affect the services provided by us or the cover provided by your policy.
If you are unsure about any matter, please contact us for guidance.
Our Right to Cancel Your Insurance
We reserve the right to cancel your insurance policy in certain circumstances, where this occurs, we will give you a minimum of 7 days’ notice.
Valid reasons include:
- Non-payment of premiums or fees.
- Failure to make payments under your credit agreement.
- Cancellation of your credit agreement
- Deliberate failure to comply with terms set out within the terms of business.
- Deliberate misrepresentation or attempted fraud
- Use of threatening or abusive behaviour or language, or intimidation or bullying of our staff or suppliers.
The Processing of your Personal Data
In your dealings with us you may provide uswith information that may include data that is known as personal data. Where we process personal data, we comply with statutory data processing requirements as set out by the Data Protection Act 2018 and the UK-retained provisions of the EU General Data Protection Regulation (UK GDPR). The personal data we will collect will include information relating to your name, address, date of birth, contact details your health and criminal offences.
We will process your personal data to allow us to provide you with our services as your insurance broker in quoting for, arranging and administering your insurances and in arranging insurance premium finance where applicable. Your personal data will also be used to manage future communications between you and us. Where you have agreed, or in circumstances where to do so will be in our mutual interests, your personal data will be used to provide you with further information about our wider products and services. You can opt out from receiving such communications by e-mailing info@chgv.co.uk.
In processing personal data for insurance purposes about health or criminal offences, we will only do so to enable us to provide our service to you and on the basis of it being in the public interest.
The Data Protection Act 2018 provides you with Access Rights that allow you to gain an understanding on the data being processed, who we share it with, for what purpose, why we need to retain it and retention periods, to object to the processing and to place restrictions on the processing, to request copies of your data and to request the deletion of your data.
If you require further information on how we process your data or you wish to exercise your rights, please contact our Data Privacy Representative:
- By email: info@chgv.co.uk
- In writing: Suite 6, Pemberton House, Stafford Park 1, Telford, TF3 3BD
- By Telephone: 01952 570039
How we process your personal data is detailed further within our Privacy Notice.
Credit checks
We, and other firms involved in arranging your insurance such as insurers, other intermediaries or premium finance companies may use public and personal data from a variety of sources including credit reference agencies and other organisations. The information is used to help tailor a price, to ascertain the most appropriate payment options for you and to help prevent fraud. Any credit reference search will appear on your credit report whether or not your application proceeds.
Conflicts of Interest
Occasions can arise where we, or one of ourclients or product providers, may have a potential conflict of interest with business being transacted for you. If this happens, and we become aware that a potential conflict exists, we will write to you and obtain your consent before we carry out your instructions and we will detail the steps we will take to ensure fair treatment.
Claims Handling Arrangements
You should take note of the required procedures in the event of a claim, which will be explained in the policy documentation. Generally, insurers require immediate notification of a claim or circumstances which might lead to a claim. We will employ due care and skill if we act on your behalf in respect of a claim. If we act on behalf of an insurer in negotiating and settling claims, we will inform you that we will be acting on behalf of the insurer, not yourselves, before your insurance arrangements are concluded and again at the point of claim.
We are obliged to conduct reasonable due diligence to protect you and us against the risk of financial crime. We may require you to provide evidence to assist us with verifying your identity and any payment details you provide to us to ensure that the transactions that we conduct on your behalf are legitimate.
Neither party shall be involved in the offering, promising or giving of any financial or other advantage to any person in breach of any applicable anti-bribery laws (including the Bribery Act 2010). We are obliged to report evidence or suspicion of financial crime to the relevant authorities at the earliest reasonable opportunity and may be prohibited from disclosing any such report to you.
We shall not provide any services, provide any benefits, or make any payments to any client that is the subject of any trade and economic sanctions or embargos or provide services to any client located, organised in or resident in a country or territory that is the subject of comprehensive country sanctions.
We will carry out checks of the consolidated list of financial sanctions targets designated by the United Nations, The European Union and the United Kingdom and maintained by the Office of Financial Sanctions (OFSI) for all customer transactions. If sanctions apply, we are obliged to report the transaction to the relevant authorities and, in such cases, we shall not make any further payments or process already notified claims and insurers may invoke cancellation rights to terminate affected insurance contracts.
About Us
This notice explains how One Sure Insurance Ltd and Freedom Retail Ltd collects, uses and protects your personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. One Sure Insurance Ltd and Freedom Retail Ltd are One Sure Group companies providing a range of insurance and financial services. It applies to all trading names under One Sure Insurance Ltd and Freedom Retail Ltd. Trading names associated with One Sure Insurance Ltd include, but are not limited to; Staveley Head, Compare HGV Insurance, Unicom Insurance Services, MoverCover, Tradewise Insurance Services, Spitfire Insurance and i4MT. Freedom Retail Ltd trades as Freedom Brokers.
One Sure Insurance Ltd is an independent insurance broker, authorised and regulated by the Financial Conduct Authority (FCA), company number 05649077, FCA reference number 447730 and is registered with the Information Commissioner’s Office (ICO) under number Z9366683.
Freedom Retail Ltd is an Appointed Representative of One Sure Insurance Ltd. Their company number is 16372250. Freedom Retail Ltd is not directly authorised by the Financial Conduct Authority (FCA) but operate under the regulatory umbrella of it’s principal firm One Sure Insurance Ltd. They are registered with the Information Commissioner’s Office (ICO) under number ZB901201.
The registered address for both One Sure Insurance Ltd and Freedom Retail Ltd is Spitfire House, 142-154 Congleton Road, Talke, Stoke on Trent, Staffordshire, England, ST7 1LX.
What is personal data?
Personal data refers to any information relating to an individual who can be identified directly or indirectly. This includes details such as your name, address, date of birth, email address, telephone number, IP address, and policy or account numbers. It can also include more sensitive types of data, known as special category data, such as health information or criminal conviction data, which we may process when necessary to provide certain insurance products or services.
What Information do we collect and where do we get it from?
For us to arrange and administer insurance for you we will collect and process the following personal data, depending on your relationship with us:
- Name, address, date of birth, contact details
- Employment, driving, and licensing history
- Details relating to vehicles, property, or business
- Payment and financial information
- IP address, browser and device data
- Communications and call recordings
- Claims history and incident details
- Special category data (e.g. criminal convictions, health) where relevant to insurance
Where you disclose the personal data of others, you must ensure that you are entitled to do so.
If you object to the collection, sharing and use of your personal data, we may be unable to provide you with our products and services.
Where you use our online portals, we collect information such as user login credentials, activity logs and any communications through the portal.
Where telematics devices are installed in your vehicle, or where you use a telematics-enabled mobile app, the following types of data may be collected:
Vehicle Location Data
- Real-time GPS location
- Journey start and end points
- Routes taken
Driving Behaviour
- Speed
- Acceleration and braking patterns
- Cornering and turning
- Instances of harsh driving
Usage Data
- Time and duration of journeys
- Frequency of vehicle use
- Mileage
Vehicle Diagnostics (depending on the device)
- Engine status
- Battery voltage
- Maintenance alerts
Crash Detection
- Sudden impact or collision detection
- Incident location and time
This data is used to assess driving behaviour, calculate risk more accurately, detect fraud, and may influence your insurance premium or eligibility for certain products.
We usually collect your personal data directly from you or someone acting on your behalf, such as through online forms, phone calls, written correspondence, or paper-based documents we complete with you. We may also verify your identity using third-party sources like credit reference agencies.
In these situations, we act as the data controller, determining how and why your information is processed. Where we engage third parties to handle your data strictly under our instruction, they act as data processors.
Where other parties, such as insurers or administrators, are involved in underwriting or managing your policy, we may act as joint data controllers, sharing responsibility for how your personal data is used.
Why do we need your personal data and how do we use it?
We collect and use your personal data to provide you with insurance and financial services and to fulfil our contractual and legal obligations. The legal bases on which we rely to process your data typically include the performance of a contract, compliance with legal obligations, our legitimate business interests, and, where applicable, your explicit consent.
We may use your personal data for the following purposes:
- To provide insurance quotations, arrange insurance contracts, and administer your policy throughout its lifecycle, including processing mid-term adjustments, renewals, and claims.
- To verify your identity and carry out credit checks where required.
- To arrange premium finance where applicable and manage financial transactions associated with your insurance.
- To comply with legal and regulatory obligations, such as those imposed by the Financial Conduct Authority (FCA), HMRC, or the Information Commissioner’s Office (ICO).
- To investigate and prevent fraud, financial crime, or other illegal activities, including data sharing with appropriate authorities and third-party databases for fraud prevention purposes.
- To assess risk and pricing using automated decision-making tools, which may include profiling based on the information you provide. Where applicable, you have the right to request human review of such decisions.
- To record and monitor communications (including telephone calls, emails, and webchat) for training, quality assurance, and regulatory compliance.
- To develop and improve our products, services, and customer experience, including through statistical analysis and market research.
- To manage your account and respond to your queries or complaints effectively.
- To market similar products or services to you where we have a legitimate interest, unless you have opted out. Where consent is required for marketing or data sharing, this will be clearly requested and can be withdrawn at any time.
In addition, we may process special category data (such as health details or criminal convictions) where necessary for the purpose of arranging or administering your insurance policy. This is done under the legal condition of substantial public interest, as permitted by data protection legislation.
If your insurance includes telematics (such as a smartphone app or in-vehicle device), we may collect data such as location, speed, braking, and journey patterns. This data is used to assess driving behaviour, provide trip information, aid in accident support, and inform premium pricing.
In providing your personal data to us, you are forming a contract with One Sure Insurance Ltd or Freedom Retail Ltd. If you contact us for a quote or make an enquiry, we may also rely on legitimate interest to follow up with relevant information.
Where your data is shared with insurers, finance providers, service partners, or other organisations involved in administering your insurance, these parties may act as either processors or joint controllers of your data. We ensure that appropriate legal and technical safeguards are in place to protect your information at all times.
How is your information shared?
In order to deliver our services, administer your insurance policy, and comply with legal and regulatory obligations, we may need to share your personal data with third parties. We will only share the information necessary for the relevant purpose and always ensure that appropriate safeguards are in place to protect your data.
We may share your personal information with:
- Insurers, underwriters, intermediaries, and premium finance providers involved in quoting for, arranging, underwriting, or administering your insurance policy.
- Claims handling services, loss adjusters, accident management companies, and uninsured loss recovery agents where applicable.
- Third-party service providers we engage to perform services on our behalf, such as IT system providers, customer contact centres, document production services, compliance support, and payment processors.
- Credit reference agencies, identity verification providers and anti-fraud databases, including those used industry-wide to prevent and detect crime and fraud.
- Group companies within One Sure Group, where this may help to provide you with alternative cover options, renewals, or additional services.
- Regulators, statutory bodies, or law enforcement agencies where required to meet our legal obligations or in response to valid legal requests.
- Debt recovery agencies or solicitors acting on our behalf to recover outstanding payments.
- Service partners that provide ancillary benefits or support related to your insurance (such as MOT reminders or breakdown services) where relevant and necessary.
- Parties involved in a potential business restructure, merger, or sale of part or all of our business, where your policy would need to be maintained or transferred.
In the case of telematics or app-based insurance products, your data may be shared with third-party telematics providers for the purposes of device installation, monitoring, and driving behaviour analysis.
Where data is shared with third parties outside of the UK or European Economic Area (EEA), we ensure that appropriate safeguards (such as standard contractual clauses or adequacy decisions) are in place to protect your data and uphold your rights under UK data protection law.
International Data Transfers
In certain circumstances, the personal data we collect from you may be transferred to and processed in countries outside of the United Kingdom. This may occur where we or our third-party service providers operate internationally, including when using cloud-based platforms or telematics providers. Where such transfers take place, we ensure that your personal data is protected by appropriate safeguards. These may include the use of standard contractual clauses approved by the UK Information Commissioner’s Office (ICO), International Data Transfer Agreements (IDTAs), or ensuring that the country has an adequacy decision from the UK Government. We also conduct transfer risk assessments where required and ensure that any recipient of the data adheres to strict data protection standards and security measures. You can request more information about international data transfers and the safeguards we use by contacting our Data Privacy Representative. (Refer to the ‘How to Contact Us’ section at the end of this document).
How long do we keep your personal data?
We retain your personal data for as long as necessary to fulfil the purposes for which it was collected, including to meet legal, regulatory, and contractual obligations, or for legitimate business interests such as statistical analysis, product development, and marketing.
If no insurance contract is entered into, we will typically retain your data for up to 3 years. Where a policy is in place, data may be retained for up to 3 years after you cease to be a customer of One Sure Insurance Ltd or Freedom Retail Ltd, particularly where required for claims handling or regulatory purposes.
In some cases, we may need to retain your data for longer—for example, if it is relevant to a legal claim, required by law, or where there is a reasonable expectation of a future claim arising.
How do we protect your data?
We are committed to ensuring that your personal information is secure. We use a range of technical and organisational measures to protect your data from unauthorised access, unlawful processing, accidental loss, destruction or damage.
These measures include robust access controls, encryption, firewalls, regular system monitoring, secure storage facilities, staff training, and procedural safeguards to ensure data is handled in line with our internal policies and regulatory expectations.
Where we work with third-party service providers who process your data on our behalf, we ensure that appropriate contractual and security arrangements are in place. These third parties are only permitted to process your data under our strict instructions and not for their own purposes.
Any data transferred outside of the UK or the European Economic Area (EEA) will only be done where adequate levels of protection are in place, as required by applicable data protection laws. We will take all reasonable steps to ensure your data remains secure and protected wherever it is processed.
All employees and contractors are required to maintain the confidentiality of personal data, and we regularly review our data handling practices and security measures to ensure they remain effective.
If you suspect any misuse or unauthorised access to your data, please contact our Data Protection Representative immediately at datarequests@onesureinsurance.co.uk.
What are your rights?
You have a number of legal rights concerning the personal information we hold about you. These rights allow you to understand and control how your data is used. You can exercise any of the rights listed below by contacting our Data Protection Representative at datarequests@onesureinsurance.co.uk.
Your rights include:
- Right of Access – You have the right to request a copy of the personal data we hold about you.
- Right to Rectification – If your information is incorrect or incomplete, you can request that it be updated or corrected.
- Right to Erasure – In certain circumstances, you may request that we delete your personal data, for example, where the data is no longer needed or you withdraw your consent.
- Right to Restriction of Processing – You have the right to request that we stop or limit processing your data in certain circumstances.
- Right to Data Portability – Where processing is based on your consent or a contract and is carried out by automated means, you may request to receive your personal data in a structured, commonly used and machine-readable format and have it transferred to another controller.
- Right to Object – You may object to processing based on our legitimate interests or for direct marketing purposes.
- Rights in relation to automated decision-making and profiling – You have the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal or similarly significant effects on you. You can request human intervention and challenge such decisions.
Where we rely on your consent to process your data (for example, for marketing purposes), you can withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing based on consent before its withdrawal.
Please note that some rights may be limited where we are required to retain data to comply with legal or regulatory obligations or where we are entitled to retain data under applicable law.
We will not charge a fee to process these requests, however, if your request is considered to be repetitive, manifestly unfounded and/or excessive, we are entitled to refuse to comply with the request or charge a reasonable administration fee. A response to your request will be provided to you within 30 days of us receiving a valid request. We do have the authority to extend these requests by up to 3 months; following ICO guidance. If we do need to do this, we will write to you to confirm this within 30 days of receiving your original request to explain our reasons why.
If you are dissatisfied with how we handle your personal data or your rights, you also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at www.ico.org.uk.
Complaints
You can raise a complaint or concern by contacting our Data Protection Representative:
Email: datarequests@onesureinsurance.co.uk
Post: Data Protection Representative, One Sure Insurance Ltd, Spitfire House, 142-154 Congleton Road, Talke, Stoke-on-Trent, Staffordshire, ST7 1LX
We will acknowledge your complaint promptly and aim to resolve it as efficiently as possible in line with our complaints handling procedures.
If you are dissatisfied with our response, or believe we are not processing your personal data in accordance with the law, you have the right to lodge a complaint with the UK’s independent authority for data protection:
Information Commissioner’s Office (ICO)
Website: www.ico.org.uk
Helpline: 0303 123 1113
How to Contact Us
If you have any questions about this privacy notice, the information we hold about you, or how we use your data, please get in touch with us using the contact details below.
Data Protection Representative
One Sure Insurance Ltd
Spitfire House
142-154 Congleton Road
Talke
Stoke-on-Trent
Staffordshire
ST7 1LX
Email: datarequests@onesureinsurance.co.uk
Phone: 01952 446075
Website: www.onesureinsurance.co.uk