Terms of Businesskeyfacts-black-r-high

How we operate

West Country Health Care Ltd is a specialist insurance broker who acts on behalf of the customer.  We are regulated and authorised by the Financial Conduct Authority.

The FCA is the independent watchdog that regulates financial services. Our FCA Register Number is 457413 and our permitted business is non-investment insurance. You may check this at www.fsa.gov.uk/register/home.do

Our products and services

We offer products from a range of providers for health and income protection, travel plans, buildings and business insurance.

Our service includes: advising you on your insurance needs; arranging your insurance cover with insurers to meet your requirements; and helping you with any ongoing changes you have to make.

For some of the policies we arrange, you will deal directly with the insurer for ongoing policy administration.

West Country Health Care Ltd does not charge for its services.

Data Protection

All personal information about you will be treated as private and confidential. We will only use and disclose the information we have about you in the normal course of arranging and administering your insurance and will not disclose any information to any other parties without your consent, unless we are required to by law or as a member of the Financial Conduct Authority. We may use information we hold about you to provide information to you about other products and services which we offer.

Under the Data Protection Act 1998 you have the right to see personal information about you that we hold in our records. If you have any queries, please write to us at our address detailed below.

Customer Statement

We are committed to offering our customers the highest possible standard of service.  In doing so we are pleased to support the FCA initiative “Treating Customers Fairly”. This means:

Our Committment to you:

  • To provide clear information about our products and services including fees and charges
  • To clearly understand your needs, preferance and personal circumstances
  • To only offer a product that is most suitable for you from the options available, or
  • To not offer a product at all if we can’t find one which is suitable
  • To encourage you to ask if there’s something you don’t understand and give you access to a formal complaints procedure (see below)

How you can help us:

  • Tell us as much as possible about your needs
  • Let us know about any changes which might affect your policy
  • Let us know if you need more explanation at any point in the process
  • Tell us if you think we can improve our service
Our Complaints Procedure

As part of our commitment to providing high-quality customer service, we want to ensure you know how to speak to us about any complaints, comments or compliments.  Alongside complaints, we also truly value your feedback about how we could make our service better, or where we have succeeded.   In the first instance, please contact our Managing Director.  You can feed back to us in the following ways:

In person or in writing: Mrs S Colley

West Country Health Care Ltd.
75 Teignmouth Road
Torquay, Devon
TQ1 4ES

By phone: 01803 314600

By email: susie@wchc.co.uk

If you are making a complaint, we promise to uphold the following commitment.

Stage 1

We will try to resolve your complaint as quickly as possible.  We will do this on the spot if at all possible.  If you write or email to us, we will acknowledge your complaint within 5 days and you will receive a full response within 28 days.

If the complaint is about the product and we are unable to resolve your complaint, you should then contact The General Manager of the Insurance Company with whom you are insured.

Stage 2

If you are still unsatisfied with our reply, you have the right to ask for your complaint to be heard by the Financial Ombudsman Service. The FOS cannot normally deal with a complaint in which more than 6 months have passed since our final response or more than 6 years have passed since the event the complaint relates to (or 3 years since you could have been expected to have been aware of the problem).

You can contact the FOS as follows:

In person or in writing:   Financial Ombudsman Service

South Quay Plaza
183 Marsh Wall
London
E14 9SR

By phone: 0845 0801800

By email: complaint.info@financial-ombudsman.org.uk