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Payment Protection Plan important information
Important information

Here you'll find important details relating to your Agreement, such as our complaints procedure, code of practice and termination terms.

Important information
Promise of service - complaints procedure
Our goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers’ problems promptly. To ensure that we provide the kind of service you expect we welcome your feedback. We will record and analyse your comments to make sure we continually improve the service we offer.

What will happen if you complain?

  • We will acknowledge your complaint within two working days of receipt
  • We aim to resolve complaints, following assessment and investigation, within five working days of receipt
Most of our customers’ concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely, we will contact you with an update and give you an expected date of response.

What to do should you be dissatisfied?
If you remain unhappy with the claims decision you receive, you may write to the Chief Executive at Norwich Union Insurance Limited, 8 Surrey Street, Norwich NR1 3NG.

If you are dissatisfied with our final decision (from the Chief Executive Officer), you can refer the matter to the Financial Ombudsman Service (FOS). Full contact details of both our Chief Executive and the FOS will be provided when we write in response to your complaint.

Notes
  1. The FOS will only consider your complaint if you have given us the opportunity to resolve it and you are a private policyholder. If, however, we do not resolve your complaint within 40 working days, the FOS will accept a direct referral.
  2. Whilst we are bound by the decision of the FOS, you are not.
  3. Following the complaints procedure does not affect your right to take legal action.

The Law
There is a choice of law for this insurance, but unless we agree otherwise, the law for that part of the UK where you live at the start date will apply.

Financial Services Compensation Scheme
Norwich Union’s obligations are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our obligations, you could be entitled to compensation from this scheme, depending on the type of insurance and the circumstances at the time.
You would be covered for all of the first £2,000 of any claim and 90% of the remainder, without any upper limit. Further information about the scheme is available from the FSCS website www.fscs.org.uk or write to Financial Services Compensation Scheme, 7th Floor, Lloyds Chambers, Portsoken Street, London E1 8BN.

Data Protection Act – information users
For the purposes of the Data Protection Act 1998, the joint Data Controllers in relation to any personal data you supply are Norwich Union Insurance Limited, Norwich Union Life & Pensions Limited and FCE Bank Plc (trading as Ford Credit).

Insurance administration
Information you supply may be used for the purposes of insurance administration by us, our associated companies and agents and Ford Credit. It may also be disclosed to regulatory bodies for the purposes of monitoring and/or enforcing our 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. 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 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.

Sensitive data
In order to assess the terms of the insurance contract or administer claims which arise, we may need to collect data which the Data Protection Act defines as sensitive (such as medical history or criminal convictions). By proceeding with this insurance, you signify your consent to such information being processed by us or our agents.

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. We can on request supply further details of the databases we access or contribute to

When does your policy end
The cover provided by this policy and all benefit payments will end, if any of the following happens:
  • The date agreed by Ford Credit for your finance agreement to be repaid is reached
  • The monthly repayments due under your finance agreement are transferred to a third party
  • Ford Credit takes actual possession of the vehicle
  • You reach 70 years of age for ‘Life’ cover
  • You reach 65 years of age for ‘Accident or Sickness cover’, ‘Unemployment cover’ or ‘Premier’ cover
  • You make a false claim (you will have to return any claim payments we have made)
  • You die
The cover provided by this policy will end if:
  • The monthly repayments due under your finance agreement are three or more months overdue
  • You cancel this insurance at any time following the expiry of your statutory cooling off period by giving us 30 days’ written notice. However, we will continue to pay monthly benefit that is due to be paid for accident or sickness, unemployment or carer cover for any claim that happened prior to the cancellation date

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