Our Terms of Business with you

The Financial Conduct Authority ("FCA") is the independent watchdog that regulates financial services. Contained in this document is information which the FCA requires us to tell you. Use this information to decide if our services are right for you.

Who are we?

Renault Insurance is arranged by Car Care Plan Limited. Car Care Plan Limited is a specialist company appointed by Renault to ensure its customers are able to obtain insurance policies and use accident claims services which guarantee to repair your vehicle at a Renault approved repairer using only genuine Renault parts (our Repair guarantee). For more information about Car Care Plan Limited please visit www.carcareplan.com We act on your behalf except where we collect or refund premiums which we will do on behalf of the insurer. When we sell you a policy the insurer pays us a percentage commission from the total premium. Where you opt to pay for your insurance by direct debit, we also act as a credit broker. We receive commission from the lender, Premium Credit Limited, for our credit broking arrangements with our customers.

Our Repair Guarantee

We guarantee that should you need to claim, we will ensure your vehicle is repaired at a Renault approved repairer using only genuine parts. For glass claims only, our approved repairer is Auto Windscreens. In the event of a windscreen replacement, our approved repairer will need to organise for your vehicle to be re-calibrated at your nearest Renault dealership and this may be a separate/additional appointment dependent on. availability. Should there be a lack of availability or delay in obtaining genuine parts, or delays in arranging your repair due to availability, we are not responsible for:

• Expenses or additional costs that arise,
• Loss of use of your vehicle,
• Alternative transport costs or lack of a courtesy car (courtesy cars are subject to availability and do not apply to glass claims),
• Fuel costs for any courtesy car or hire car you are provided, or for travel to any approved repairer or dealership.

Whose policies do we offer?

In the case of annual motor insurance, we have a panel of insurers from whom we will get quotes. In the case of add-on products, we deal with single insurers for each product.

A list of all the insurers we deal with is shown below:

Which service will we provide you with?

You will not receive advice or a recommendation from us. We will provide you with information about the policy and you will need to make your own choice about how to proceed

Your right to cancel your policy and your 'cooling off' period

You have the following rights to cancel any policy you buy through us:

• You have a cancellation right which is set out in the policy document.
• You are also entitled to a 'cooling off' period, which ends 14 days after you receive your policy documents

You can cancel at any time by contacting our customer service team or by writing to us (see your policy documents for details). Please note, if you send a written instruction by post, we will still need to speak to you.

What you will be charged if your insurance is cancelled

In the case of annual motor insurance and any additional products:

• Prior to the commencement date of your policy.
  1. If your policy is cancelled prior to this date, a full refund of any monies paid less our original arrangement fee will be provided.
• Within the 'cooling off' period.
  1. If your policy is cancelled, before the end of the 'cooling off' period, you will be charged by the insurer for the service they have provided up to the point of cancellation, providing you have not made a claim. We do not make a cancellation charge but will retain our arrangement fee. Your insurer may apply a cancellation charge – see your Policy Document for details. Any additional products will be refunded in full providing you have not claimed against them.
• After the 'cooling off' period
  1. You will be charged by the insurer for the service they have provided up to the point of cancellation, providing you have not made a claim. Your insurer may apply a cancellation charge - see your Policy Document for details. We will also make a cancellation charge as per the tables below and our arrangement fee will not be refunded. Any additional products you have purchased will also be non-refundable.

Should you request an amendment to your policy which cannot be covered by your insurer, our cancellation fee still applies. In addition, if you have opted to pay by Direct Debit, upon cancellation of the policy, the full outstanding balance on the finance agreement will become payable less any eligible premium refund as described above.

Where a cancellation or other transaction results in a premium refund being due to you, that refund will be reduced by any service charge and any other sums you owe in respect of the policy.

What will you pay us for our services?

The table below shows our charges only, applicable at the time of issuing.

In the event we must amend the policy due to non-disclosure or validation purposes (where we have verified the information provided is incorrect), our amendment fee still applies. Where a transaction would result in a refund to you or a payment you owe to us of less than £5, due to the cost of processing, this amount will be retained by us as an additional service charge or written off.

Payment of premium by Direct Debit (Premium Instalment Plan)

Where we arrange a premium instalment plan, we act as a credit broker on behalf of our customers. We do not act as the finance lender. By paying monthly you are entering into a finance agreement and therefore, interest will be payable as well as additional charges, making the overall cost more expensive than paying annually. Although we do not charge any fees for arranging your premium instalment plan, we do receive a commission from the lender for our credit broking arrangements with our customers.

Our premium instalment plan is exclusively provided by Premium Credit Limited (‘Premium Credit’) and all Direct Debits are protected by the Direct Debit Guarantee, a copy of which will be sent with your finance documents. Your personal information and the bank details you provide to us will be passed to Premium Credit. Details of Premium Credits fees and charges will be detailed in the finance documentation sent to you.

The lender and your data

Premium Credit is authorised and regulated by the Financial Conduct Authority. They will act as a separate data controller of your personal data once your information is transferred to them. Credit is subject to status and Premium Credit may use one or more credit reference agencies to perform credit and identity checks on you. It is important that you read the Premium Credit privacy notice which includes information about how they will use your information including the credit and identity checks they perform on you with credit reference agencies and the footprints these leave on your credit files which can be seen by other lenders who may use this information to assess future applications. You may request details of the credit reference agencies used by contacting us or Premium Credit directly. Premium Credit will also use your details to set up a new Direct Debit Instruction and collect repayments by Direct Debit.

Refusal of credit

Premium Credit reserves the right to refuse credit. Should your application for credit be refused, Premium Credit will write to you confirming this and you will need to contact us to pay for your insurance in full as a one-off lump sum payment. If you opt not to continue the insurance policy after credit being refused, you will need to contact us to instruct cancellation. If you do, you will still be required to pay for the time you were insured including any applicable fees - see the 'What you will be charged if your insurance is cancelled' section of this document.

Acceptance of credit and charges

If your application for credit is accepted by Premium Credit, you will receive a welcome pack which includes a customer reference number, and a Credit Agreement between you and Premium Credit which you will need to sign online or by paper and return to them as instructed. Failure to return the Credit Agreement within the required timescale as stated in their welcome pack will result in a £25 administration charge. Premium Credit will also confirm the exact date of your first repayment, which will include a £5 facility fee, in writing.

Late and missed payments

Please be aware that failing to meet your instalment repayments will result in a default charge of £25 being applied by Premium Credit. Defaults may be registered on your credit file which can impact your future ability to obtain credit. There is also a charge of £25 applied by Premium Credit for late repayments and these may also be registered on your credit file which could impact your future ability to obtain credit. Full details of the charges applied will be detailed in your Credit Agreement.

Failure to pay the instalments may result in Premium Credit cancelling your finance agreement and requesting the remaining balance to be paid. If this happens, we will also issue a 7-day notice of cancellation for your insurance policy. Your insurance cover will cease from the date advised in this letter. If we cancel your insurance for this reason, we will calculate any refund of premium in accordance with rules regarding cancellation set out in this document. Please note: We do not issue refunds of less than £5. Any refund due to you will be off- set against any balance that may still be outstanding on your premium instalment plan. We will not accept responsibility for cancellation of insurance due to late or non-payment of premium by customers.

Right to withdraw and cancellation

You have the right to withdraw from the Credit Agreement within 14 days and details of such cancellation rights will be contained within the documentation issued by Premium Credit. This right to withdraw only applies to the credit agreement and not the insurance policy. If you want to cancel the credit agreement, full payment for your insurance policy will be required.

If you wish to cancel your Credit Agreement after 14 days, you may still do so by contacting us or Premium Credit. If you do, you will be required to pay the remaining finance balance in full. If you also need to cancel your insurance policy, you must contact us and not Premium Credit. Any rebate in premium due from your cancelled insurance policy will be calculated as per the 'What you will be charged if your insurance is cancelled' section of this document and it may be used to off set any outstanding balance under the finance agreement.

Adjustments

If, as the result of any adjustment to your insurance policy, there is an additional or return premium due, your remaining repayments will be adjusted, and a revised payment schedule sent to you. If, as a result of a validation process, your policy needs to be adjusted and there is an additional or return premium due, we shall write to you giving 7 days’ notice of this amount and that it will be added to your remaining repayments. If you do not wish for this to happen, you will need to contact us before the date requested in our correspondence.

Who regulates us?

Car Care Plan Limited is authorised and regulated by the Financial Conduct Authority, No. 309268. Our permitted business is arranging and helping in the administration of general insurance and credit broking activities. You can check this on www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.

Are we covered by the Financial Services Compensation Scheme?

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and the circumstances of the claim. Further information about the compensation arrangements is available from www.fscs.org.uk

What to do if you have a complaint

Please contact us:

• in writing to; Renault Insurance, Car Care Plan Ltd, Second Floor, Aztec Centre, Aztec West, Bristol BS32 4TD
• by calling the 'Complaints/Customer Service' telephone number listed on both our website and your documents
• or by emailing complaints@carcareplan.co.uk

We will contact you within five days of receiving your complaint. In some cases, this will be to acknowledge your complaint, but in others, it may be to give you a full reply. If we cannot deal with your complaint within five working days, we will aim to give you a full reply within 28 days. In complex cases, or where further investigation is needed, this may take longer, and we will let you know if this is the case.

Where the product purchased is an insurance product (regulated by the Financial Conduct Authority) and if it is not possible to reach an agreement, you have the right to ask the Financial Ombudsman Service to review your case. The right to apply to the Ombudsman must be exercised within six months of the date of our final decision. For more information, you can visit the Financial Ombudsman Service website at www.financial-ombudsman.org.uk, or you can write to:

The Financial Ombudsman Service,

Exchange Tower,

London

E14 9SR

Telephone: 0800 0234 567 or 0300 123 9123

Please note: This complaints procedure does not affect any legal right you have to take action against us. Your product documentation and our Complaints Management Team will provide you with the correct referral process whether it is to the Financial Ombudsman or the Motor Ombudsman should you remain unhappy with the outcome to your complaint. Please note that not all complaints will be considered by FOS or the Motor Ombudsman.

At Renewal

For annual motor insurance and related add-ons we will attempt to contact you about your renewal requirements and provide you with your renewal quote within a reasonable period before your expiry date.

We will automatically renew your annual motor insurance, related ancillary products and any related credit agreement each year unless:

• the renewal letter we send you says otherwise;
• you have opted out of this service;
• we do not hold a valid method of payment from you, be that:
  1. a credit card or debit card with authority to hold the details for future transactions
  1. a direct debit instruction
• we are unable to arrange cover for you, in which case we will contact you to notify of this.

You can opt out of automatic renewal at the time of taking out your policy or any time after that by contacting our Customer Service Team.

Applicable law

English law will apply to these terms of business and the English courts shall have jurisdiction in any dispute unless you and we agree to apply the governing law and jurisdiction of the state in which you are resident within the UK. We supply the policy documents only in English and will always communicate with you in English.

Ways to Pay

You can pay for your policy in full by credit or debit card or you can pay monthly by Direct Debit via a premium Instalment plan. If you choose to pay by instalments, your personal information and bank details will be passed to Premium Credit – see the 'Payment of premium by Direct Debit (Premium Instalment Plan)' section of this document. We do not accept American Express or payments by credit/debit cards which have been issued from outside the UK.

Where you are due a refund from us, we will endeavour to pay this back to you via the same method by which you paid within 30 days. If we refund you via cheque and this cheque remains uncashed you will have six years to claim this money under your statutory rights.

Important: Our right to cancel your insurance

If you choose to pay by Direct Debit, you are reminded that it is a term of the agreement that you authorise us to instruct the insurers to cancel your insurance if any Direct Debit or instalment payment, or any other amount due under those agreements, is in arrears and not paid on time. Should any payments be reclaimed by your bank under the Direct Debit Guarantee, the full balance of premium and associated charges will fall due immediately. If this payment is not made you authorise us to instruct the insurers to cancel your policy. If any credit or debit card payments used to pay for your policy are reclaimed by the card holder's bank the full balance of the premium and associated charges will fall due immediately. If this payment is not made you authorise us to instruct the insurers to cancel your policy.

We also reserve the right to instruct the insurers to cancel your insurance in the following circumstances:

• A validation check or audit has resulted in additional information which means the cover is no longer valid.
• Documentation or contact from you that has been requested has not been received by the required date.
• An update to your policy (whether requested by you or following a validation check or audit) has resulted in an additional premium to pay, but,
  1. You have not paid the amount due by the date requested
  2. You have refused to pay the amount requested

Wherever we instruct the insurer to cancel your insurance, we shall write to you giving 7 days' notice. In the event your policy is cancelled in this way, any fees our amounts payable will be calculated as per the 'What you will be charged if your insurance is cancelled' and 'Payment of premium by Direct Debit (Premium Instalment Plan)' sections of this document.

About your information

You can view how we use your data in our Fair Use Notice. For more information please visit https://www.renaultcarinsurance.co.uk/fairusenotice.

This Terms of Business notice was last updated on 10 September 2024 (V0013 - standard).