What if I have problems?
If problems arise
If we do not meet your expectations and you are dissatisfied in some way we would like to know. If you follow the guidelines below your complaint will be dealt with in the most efficient way possible.
For complaints about how the policy was sold
If you have a complaint about the way the policy is sold you should contact Stroud and Swindon Building Society by writing to Customer Services, Stroud and Swindon Building Society, Rowcroft, Stroud, Gloucestershire, GL5 3BG
For complaints about the policy
If your complaint relates to the insurance policy you should contact Royal & SunAlliance by writing to the schemes administrators at: The Managing Director, Cassidy Davis Insurance Services Limited, 21 Perrymount Road, Haywards Heath, West Sussex RH16 3TP.Tel: 01444-450550 Fax: 01444-458234
In the event that you remain dissatisfied you can refer the matter to Royal & SunAlliance directly by writing to: Customer Relations Manager, Royal & SunAlliance, Bowling Mill, Dean Clough Industrial Park, Halifax HX3 5WA.
Both Royal & SunAlliance and the Scheme Administrators have internal complaints handling procedures that are available on request.
If after making a complaint to Royal & SunAlliance or Stroud and Swindon you are still unhappy and you feel the matter has not been resolved to your satisfaction please contact the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone
0845 080 1800. The Ombudsman will only consider your complaint if you have already given Royal & SunAlliance the opportunity to resolve it. The existence of the complaints procedures outlined above do not affect your right to take legal action.
Financial Services Compensation Scheme
The Financial Services Compensation Scheme will normally cover at least 90% of your insurance benefit if the insurers become insolvent and are unable to meet their obligations.
Data Protection Act
For the purposes of the Data Protection Act 1998, the joint Data Controllers in relation to any personal data you supply are the Royal & Sun Alliance Insurance Group of Companies and Stroud & Swindon Building Society.
Insurance Administration
Information you supply may be used for the purposes of insurance administration by the insurer, its associated companies and agents, and by Stroud & Swindon Building Society. It may also 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 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.
With limited exceptions, and on payment of the appropriate fee, you have the right to access and if necessary rectify information held about you.
Sensitive Data
In order to assess the terms of the insurance contract or administer claims which arise, the insurer may need to collect data which the Data Protection Act defies as sensitive (such as medical history or criminal convictions). By proceeding with this application you signify your consent to such information being processed by the insurer or its agents.
Codes of Practice
This insurance has been arranged by Stroud & Swindon Building Society, and is underwritten by Royal and Sun Alliance plc. In arranging the insurance, Stroud & Swindon Building Society has acted on your behalf and agrees to comply with the requirements of the ABI General Insurance Business – Code of Practice.
Royal and Sun Alliance plc has agreed to comply with the Association of British Insurers’ Claims Code, a copy of which is available on request from the ABI website at www.abi.org.uk
Your application - you should keep a written record (including copies of letters) of all information supplied for the purpose of entering into this contract of insurance. A copy of the completed application form will be provided upon request within 3 months of the start of the cover.
FSA registration details
Stroud & Swindon Building Society is authorised and regulated by the Financial Services Authority and entered on its register under number 164588.
Royal & Sun Alliance Insurance plc is authorised and regulated by the Financial Services Authority and entered on its register under number 202323.
The Scheme Administrators are authorised and regulated by the Financial Services Authority and entered on its register under number 311493.
Telephone calls may be monitored and recorded to help staff training, customer service and for the purposes of security and fraud prevention.