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Welcome to the Studio Help Section
Terms and Conditions
Copyright
(i) The contents of this site are the property of Express Gifts Limited or its suppliers, and are protected by UK and International copyright laws. These contents include but are not limited to the following : web site design, graphics, text, visual clips, audio clips, logos and button icons, including the selection and arrangement thereof.
(ii) Portions of this website may be copied electronically or printed in hard copy for the purpose of placing
an order with 24studio.co.uk. Any other use of this website, without the prior written permission of Express Gifts Limited, is strictly prohibited. The following are therefore expressly forbidden unless written consent has been given by Express Gifts Limited : reproduction for any other purpose than those referred to above, modification, distribution, transmission, broadcast republication, downloading or uploading of any part of this website. ALL RIGHTS RESERVED.
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Governing Law
(i) Transactions between our customers and ourselves, which form the basis of a legal contract shall be governed by and interpreted in accordance with English law or Scottish law, as appropriate, and the English or Scottish courts, as appropriate, will have jurisdiction to resolve any disputes between the parties.
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Indemnity
(i) You agree to indemnify Express Gifts Limited and its officers, agents, co-branders, subsidiaries, affiliates, or other partners and employees, against any claim or demand, including reasonable solicitors fees, made by any third party arising out of any content you submit, post to or transmit through this website. You also agree to indemnify Express Gifts Limited against any violation by you of these Terms and Conditions, or of any rights of any another person or entity.
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Disclaimers
(i) Express Gifts Limited provides this website on an "as is" basis, to the fullest extent permitted by English law.
(ii) Express Gifts Limited makes no representations or warranties of any kind, express or implied, with respect to this website or the information, content, materials or products contained within it. This includes, without limitation, warranties of merchantability and fitness for purpose.
(iii) Express Gifts Limited does not represent or warrant that the information contained within this website is accurate, complete or current. Prices and availability of products are subject to change without notice.
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Privacy, Cookies & Tracking Policy
Security
(i) You are protected by the Express Gifts Limited security guarantee when you shop at 24studio.co.uk. We use industry standard security software to encrypt all your personal information including name & address and account number, so that it cannot be read when the information is sent over the Internet.
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Guarantee
(i) All products sold by Express Gifts Limited are guaranteed to be durable and reliable. Should any product you purchase from us prove to be unsatisfactory in use due to defective workmanship or faulty material, we will repair it, replace it with an equivalent product (if available), or give you a full refund. Your statutory rights are not affected.
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Delivery
i) With our standard delivery service (excluding personalised items), you should receive your goods within 3-7 days. Please allow 5-10 days for delivery of personalised items. Please note, some products will take longer than 7 days to be delivered, although these instances are highlighted next to the relevant items on the catalogue page or the item details page on this site. Orders are delivered to the address of the account holder unless an alternative delivery address is specified. If you would like your goods to be sent to a different address please ensure that you complete the 'Delivery Address' section (including full postcode) on your orderform, provide the details to the operator if ordering by telephone or amend the relevant section when ordering via the Internet (please note this does not apply to a new customer's initial order). From January 2013, postage and packaging will be charged at a fixed rate of £4.99 per order within mainland UK; £5.99 to N. Ireland, the Scottish Offshore Islands and specified remote parts of the Scottish Mainland (please contact the Careline for details); £7.50 to the Isle of Man, Channel Islands and Isles of Scilly.
(ii) Items marked with a heavy goods symbol 
incur separate delivery charges. These are included in the "Price Each" shown in your basket. For information,
please refer to your catalogue/leaflet or the item details page on this site. To arrange for safe delivery of your goods you
will be asked to provide a daytime and evening (if different) contact telephone number when completing your order. Please
note, we do not deliver Heavy Goods to the Channel Islands.
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Returning Goods
The goods you order from us are sent to you on approval and if you are not satisfied with them you can return them to us at your own cost provided you do so within 14 working days of receipt. If you have already paid we will refund you or, if you wish, replace the items, we will refund the delivery charge paid by you to receive the goods, but only if you have returned all the goods. Some items are excluded from this - see below. Return of goods made by you outside this period may not be accepted by us and may be returned to you at your expense. If, in our sole discretion, we decide to accept a late return of goods from you, we reserve the right to make a charge of £4.95 to cover the cost of processing the late return.
GENERAL RETURNS
Please complete the returns form provided on the back of your invoice and include this in your parcel.
If you do not have your invoice, please complete your details clearly on a piece of paper and include this
in the parcel. Send your returns to:
Returns Department
Studio
Marlborough Mill
Ridgefield Street
Failsworth
Manchester M35 0HJ.
You must obtain and keep a certificate of posting (from the post office) or a receipt (from the courier). Please allow 21 days for your account to be credited with any returns (we reserve the right not to refund any item returned not in new condition or after the 14-day period).
FURNITURE & LARGER ITEM RETURNS
For furniture and larger items, please telephone the customer services Careline 0871 200 0378 where you will be advised on
the returns procedure.
Please ensure that due care and attention is taken when un-packing your furniture purchase. Returns will only be accepted in the original packaging within your 14 day approval period.
PETROL POWERED LAWNMOWERS
Please note that petrol products should never be transported with petrol inside. We are unable
to accept a returned item containing petrol due to Health & Safety legislation. This does not affect your statutory rights.
JEWELLERY RETURNS
Telephone our Careline on 0871 200 0378 where you will be advised on the returns procedure.
Please use the Special Delivery post service for returning jewellery items with a value in excess of £50. For reasons
of health and hygiene, earrings for pierced ears and body bars are also excluded from return. You may only return these items
if faulty or damaged.
ADULT XTRA RETURNS
We cannot accept returns of massage oils, condoms, lubricants or creams if they have been opened and are not faulty.
DVDs and videos cannot be returned if the seal has been broken.
Please take care when trying on lingerie as it can only be returned with all tags and labels intact. If they are removed, we cannot accept the returned item(s).
Adult toys can be returned if all original packaging is intact. If your adult toy is defective, please thoroughly clean and wrap securely in a plastic bag.
All returned products are tested and will be sent back to you if they are working.
SWIMWEAR RETURNS
For reasons of hygiene, we regret that we are not able to exchange or offer you a refund if you decide
you no longer want swimwear which by their nature cannot be returned once they have been dispatched. Your statutory
rights are not affected should the garments be faulty or damaged, however.
NON-RETURNABLE GOODS
Personalised items are excluded from our 14-working-day approval period, as is pre-recorded material, software and fragrances
where the seal has been broken. Mobile phones are also non-returnable if activated. Pierced earrings & body bars are also
excluded. Please also see Adult Xtra Returns above for other non-returnable items.
- Damaged items must be reported to us within 10 working days of receipt
- Faulty items must be returned within 12 months of receipt
In either case, please contact us with full details and we will arrange collection. Please ensure you complete a return form and obtain and keep a receipt from the courier so we can credit your account if your parcel goes astray. If you have already paid for the item you are returning we will refund you, or if you wish, replace the item. At our discretion we may accept a return outside of this period but reserve the right to cover the cost of processing by levying a £4.95 charge.
This returns policy does not affect your statutory rights.
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Cancellation Rights
(i) Purchases from Studio, are eligible for a cooling off period and customers are entitled to cancel an order in writing from the date of placing an order and up to 7 working days after receipt of the goods. However, all personalised items are exempt from cancellation, as is pre-recorded material, software and fragrances where the seal has been broken. Mobile phones are also exempt if activated as are earrings for pierced ears and body bars.
(ii) Where the price has already been paid in respect of any order cancelled during the cooling off period, we
will reimburse to you the full price of such cancelled order (including the price of returning the goods) within
30 days, provided you are not deemed to be at fault if the goods are returned damaged.
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Substitutes
(i) If we are unable to supply an item, a carefully selected alternative may be sent. If this alternative does not give full satisfaction then return it to us and all costs relating to that item will be refunded.
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Customer Satisfaction
If you have cause to make a complaint or cancellation about any of our products or services, please contact us, or put all the relevant details in an e-mail to contact@24studio.co.uk, or telephone our Careline 0871 200 0378. We undertake to deal with any complaints speedily and sympathetically.
If your complaint relates to our consumer credit activities or general insurance activities, and you cannot settle your complaint with us, you may also be entitled to refer it to the Financial Ombudsman Service.
Please contact us if you require a
copy of our complaints handling procedures relating to Consumer Credit Act complaints and general insurance complaints.
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Data Protection
(i) We will make searches about you at credit reference agencies who will supply us with credit information, as well as information from the Electoral Register. The agencies will record details of the search whether or not credit is granted. We may use credit-scoring methods to assess your application and to verify your identity. Credit searches and other information which is provided to us and/or the credit reference agencies, about you and those with whom you are linked financially may be used by us and other companies if credit decisions are made about you or other members of your household. This information may also be used for debtor tracing, fraud prevention, and the prevention of money laundering as well as the management of your account.
(ii) Information held about you by the credit reference agencies may already be linked to records relating to people with whom you are linked financially. For the purposes of credit searching you may be treated as financially linked and you will be assessed with reference to any "associated" records.
(iii) If we enter a credit agreement with you we will also supply details of your agreement with us to the credit reference agencies, as well as ongoing details of your account and how you manage it. If you do not repay on time or in full we will tell the credit reference agencies who will record details of the debt. All this information will be seen by other organisations carrying out later credit searches.
(iv) You have the right of access to your personal records held by credit agencies. We will supply their names and addresses upon request to Financial Services Compliance Manager, Studio, Preston PR0 2BP. We and the credit reference agencies may also use the records for statistical analysis about credit, insurance and fraud.
(v) We may make periodic searches of credit reference agencies to manage your account with us, to take decisions regarding credit, including whether to make credit available or to continue or extend existing credit. These searches will not be available to other lenders for credit assessment purposes.
(vi) We may share your information with other organisations. We or they may contact you for marketing purposes by mail, telephone, e-mail or otherwise. If you do not wish to be contacted by other organisations for marketing purposes please write to Marketing Administration Dept., Studio, Preston PR0 2BP.
(vii) Inbound and outbound telephone calls may be recorded or monitored. This helps to ensure we provide you with
the highest level of service and maintain our quality standards.
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About our insurance services
Head office
Express Gifts Ltd, Clayton Business Park, Accrington, Lancashire, BB5 5JY.
The Financial Services Authority (FSA)
The FSA is an independent watchdog that regulates financial services. Use this information to
decide if our services are right for you.
Whose products do we offer?
We can only offer a product from a single insurer, Jubilee Lloyd's Syndicate 5820 for
Purchase Protection.
Which service will we provide you with?
You will not receive advice or a recommendation from us for Purchase Protection. We may ask some
questions to narrow down the selection of products that we will provide details on. You will then need to
make your own choice about how to proceed.
What will you have to pay us for our services?
You will receive a quotation which will tell you about any other fees relating to any particular insurance policy.
Who regulates us?
Express Gifts Limited, Clayton Business Park, Accrington, Lancashire, BB5 5JY, is authorised and
regulated by the Financial Services Authority. Our permitted business is the sale and administration of
general insurance policies.
Our FSA reference number is 311908.
You can check this on the FSA's register by visiting the FSA's website
www.fsa.gov.uk/register [new window] or by contacting the
FSA on 0845 606 1234.
What to do if you have a complaint about our insurance services
If you wish to register a complaint, please contact us:
...in writing
Write to - Express Gifts Limited Financial Services,
Complaints Department, Clayton Business Park,
Accrington, Lancashire, BB5 5JY.
...by phone
Telephone - 0871 376 99 61. Please contact the Careline for all other enquiries.
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.
Are we covered by the Financial Services Compensation Scheme (FSCS)?
We are covered by the 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. Further
information regarding insurance advising and arranging can be obtained from the Financial Services
Compensation Scheme, 7th Floor, Lloyds Chambers. Portsoken Street, London. E1 8BN,
by phone on 020 7741 4100 and on their website at www.fscs.org.uk [new window].
If you have a complaint relating to our insurance services, please see details of how to make your complaint.
This product meets the demands and needs of those who wish to protect their purchases against accidental damage, loss by fire or flood and theft.
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About our Purchase Protection policy
This product meets the demands and needs of those who wish to protect their purchases against accidental damage and theft.
Policy Summary
|
Below you will find a summary of cover only. The full terms and conditions are provided below and in the Policy Document and references to specific sections are made throughout this summary.
The Name of the Insurer
The product is underwritten by Jubilee Lloyd's Syndicate 5820. Your policy and all claims will be administered by Jubilee
Service Solutions Limited who are the Scheme Administrators.
Express Gifts Limited, (trading as Studio and Ace catalogues) has arranged this insurance with Jubilee Lloyd's Syndicate 5820.
Type of insurance and cover
Purchase Protection is an optional insurance policy for account holders who wish to protect their catalogue purchases both now and in the future.
Significant features and benefits
| Cover Option | Qualifying Conditions | Benefit Limit |
|---|---|---|
| Product cover | You have purchased the products from Express Gifts Limited. |
|
You should review the cover provided regularly to make sure that it remains suitable for your needs.
Duration of cover
This is a 4-weekly renewable policy, which means that your cover will automatically renew every 4 weeks upon receipt of your premium.
How much does this policy cost?
The insurance premium is paid 4-weekly and is 1.25% of the balance on your catalogue account, including Insurance
Premium Tax (IPT). If you do not maintain your minimum 4-weekly payments, future amounts owing may contain
additional interest charges on previously unpaid premiums.
Significant or unusual exclusions or limitations
The following significant exclusions exist; please see section 6 of the Policy Terms and Conditions for full details of
all exclusions.
| Cover Option | Significant Exclusions or Limitations |
|---|---|
| Product cover | You cannot make a claim for accidental damage, theft, robbery, damage or destruction against a covered product in the following situations (section 6).
|
Your Cancellation Rights
You can cancel the policy by contacting Express Gifts Limited. If you do this within the first 30 days of the start date and as long
as you have not made a claim, we will give you a full refund of any premiums you have paid since the start date (section 8.1).
We reserve the right to cease offering this cover at any time by giving you at least 90 days written notice at your last known
address (section 8.2).
How do I make a claim?
If you need to make a claim, you must contact Express Gifts Limited on 0871 376 9961 to ask for a claim form (section 10.1).
Please fill in the claim form and return it to the Scheme Administrators, Jubilee Service Solutions Limited, 21 Perrymount Road,
Haywards Heath, West Sussex RH16 3TP within 120 days. We may extend this period if you ask us.
For claims for any theft, burglary, robbery, vandalism or malicious act, you must report the incident to the police within 24
hours, and receive written confirmation, including a crime reference number (section 10.3).
What should I do if I have a complaint?
Although the Scheme Administrators set high standards, if they do not meet your expectations and you are not satisfied, they
would like to know. Please follow the guidelines below, to help them to deal with your complaint as efficiently as possible.
Step 1
If your complaint is regarding your account or the sale of your policy, send details of your complaint to Express Gifts Limited,
Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY.
If your complaint is regarding your policy or claim, send details of your complaint to:
The Managing Director, Jubilee Service Solutions Limited, 21 Perrymount Road, Haywards Heath,
West Sussex RH16 3TP.
Telephone: 01444 450 550. Facsimile: 01444 458 234.
Email: jss.claims@jubilee-insurance.com
Step 2
In the event that you remain dissatisfied you can refer any type of complaint to Lloyd's
Complaints that cannot be resolved by Lloyd's may be referred to the Financial Ombudsman Service. You must send your
complaint to them within 6 months of receiving the final letter from the Scheme Administrators.
Full details are in the Policy Document (section 11.2).
This complaints procedure is without prejudice to your right to take legal proceedings.
The Financial Services Compensation Scheme
The insurers are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the
Scheme if the insurers are unable to meet their obligations to you under this contract. Further information can be obtained from
The Financial Services Compensation Scheme, 7th Floor Lloyds Chambers, Portsoken Street, London, E1 8BN Tel: 020 7741 4100 Website: www.fscs.org.uk.
Purchase Protection Terms and Conditions of Cover
1. Introduction
1.1 This document tells you about the benefits, conditions and
exclusions of your Purchase Protection policy. Please read
this document carefully to make sure you are eligible for
cover and that you know what the policy does and does
not cover.
1.2 Express Gifts Limited has arranged this cover at Lloyd's of London with Jubilee Lloyd's Syndicate 5820.
1.3 If you have any questions, please write to our Scheme Administrators, Jubilee Service Solutions Limited at: 21 Perrymount Road, Haywards Heath, West Sussex RH16 3TP. We have appointed them to manage your Purchase Protection policy and to deal with all claims on our behalf. If you have any disability that makes communication difficult, please tell them and they will be pleased to help.
1.4 Purchase Protection is an optional insurance policy for account holders who wish to protect their catalogue purchases both now and in the future.
1.5 Your product is only covered as long as you follow the terms and conditions of this document and you have paid the required premium.
1.6 Words and phrases shown in bold have special meanings. These are explained in Section 2, the 'Definitions' section of this document.
1.7 This cover applies for 4 weeks at a time. The policy will continue to renew on a 4-weekly basis until the date your cover ends as shown in Section 9. No advice will be given at renewal which will take place automatically.
2. Definitions
Throughout this document, the words in bold mean the following:
2.1 Account – the agreement between you and Express Gifts Limited under which you must make repayments every 4 weeks.
2.2 Balance – the amount outstanding on your account, including any products despatched but not yet charged to your account.
2.3 Express Gifts Limited - Studio and Ace catalogues, trading address: Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY.
2.4 Family – you, your husband, wife, partner, children, parents and any relative who permanently lives in your home.
2.5 Letter of termination - a document sent by Express Gifts Limited stating that Express Gifts Limited is closing your account.
2.6 Premium/s - the amount you must pay every 4 weeks for the Purchase Protection policy as shown on your account statement.
2.7 Product/s – the item(s) you purchased from Express Gifts Limited that are covered under this policy. This includes products that you may have purchased as gifts for other people.
2.8 Robbery – the taking of your product(s), by persons known or unknown, with the intention of unlawfully and permanently depriving you of possession of the product.
2.9 Start Date - the date your cover commences with us.
2.10 Theft – the taking of your product(s) by signs of force by persons known or unknown, with the intention of unlawfully and permanently depriving you of possession of the product.
2.11. UK – England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man.
2.12 We, us, our – Jubilee Lloyd's Syndicate 5820.
2.13 You, your – the person named on the account and your husband, wife or partner, who permanently live in your home as if you were a couple.
3. Am I entitled for cover under this policy?
3.1 You are covered for this policy if, on the start date, you:
a) are at least 18 years old;
b) hold an account with Express Gifts Limited; and
c) have agreed to pay the premium.
3.2 Purchase Protection is a personal insurance policy for your personal use only.
4. What cover do I have?
4.1. Your products are covered anywhere in the world for up to 24 months from the date you purchased them from Express
Gifts Limited, for:
a) accidental damage;
b) theft;
c) robbery;
d) damage or destruction caused directly by storm, flood,
lightning, earthquake, fire, smoke or explosion;
4.2 If you have a balance on your account when you take out the policy, you will be covered for any products you have bought in the 6 months before the start date, as long as the incident described in Section 4.1 above, happens after the start date.
4.3 Each individual product is covered for a period of 24 months from the date you first purchase the product.
4.4 If we agree your claim, we will replace the product with an exact replacement, if this is possible, from Express Gifts Limited. If the original make and model of the product cannot be found we will replace it with a similar product from Express Gifts Limited up to the price you paid for the original product as shown on your original invoice. If a replacement cannot be found we will credit the account through which the original purchase was made, up to the original purchase price.
4.5 You can choose a replacement product of a higher value than the original product, but you will need to pay the difference in cost.
4.6 If we replace a product following a claim, we will own the original product. For a damage claim (including accidental damage), you must arrange and pay to send the product to us, if we ask.
4.7 Protection will continue for 24 months from the date of purchase of the original product provided the policy remains in force. Should the original product be replaced following a valid claim, then the replacement product will be protected for the remainder of the 24 month period.
4.8 Please read Section 6 to see what is not covered.
5. What do I have to pay?
5.1 The premium you must pay and the actual amount charged
every 4 weeks is shown on your account statement and is
inclusive of Insurance Premium Tax. The rate of premium
you pay may change.
5.2 Before your premium is forwarded to us, Express Gifts Limited will hold your money as our agent.
6. What is not covered?
You cannot make a product claim for accidental damage,
theft, robbery, damage or destruction in the following
situations:
6.1 If the product is stolen from a motor vehicle, unless the vehicle is locked at all points of access and all the security systems are activated and the insured product is concealed out of sight in the locked boot or locked glove compartment.
6.2 If you do not follow the manufacturer's instructions, or the damage is caused by over-winding or internal damage.
6.3 For theft if there is no sign that force was used to enter or leave.
6.4 If the insured product is left at your place of work, school, or any public place, unless it is locked in a secure safe, locker or similar lockable compartment which only you have access to.
6.5 If the damage is due to normal wear and tear, denting, scratching, rust or electrical or mechanical failure.
6.6 If the damage was caused by dyeing, cleaning, restoring, altering, transportation, or installation of the product.
6.7 If caused by manufacturing product faults.
6.8 If you are taking part in, attempting, or acting as an accessory to any crime.
6.9 If caused by deception, unless someone used deception to enter your home.
6.10 Loss where the circumstances of the loss cannot be clearly identified.
6.11 For any cameras, computer equipment or video equipment contained in luggage unless you, or a member of your family travelling with you, carry or wear it.
6.12 If deliberately caused by you or your family or any person lawfully in your home.
6.13 If the event for which you are claiming happens before the start date of your Purchase Protection policy.
Important information about your policy
7. General conditions
7.1 We will give you at least 2 months written notice if we decide,
or need, to change your policy cover or the price of
your insurance. We will give you at least 2 months written
notice of the change, sent to your last known address,
although we may introduce changes immediately and
advise you within 30 days of the change having been made
if the change is favourable to you.
We will only change your premium and/or the terms and
conditions of your policy for the following reasons:
· to make the terms or conditions of your policy more
favourable to you,
· to make minor changes to your policy wording that do not
affect the nature of the cover and benefit provided such as
changes to make the policy easier to understand,
· to reflect changes in the law, in regulation (including any
decision of a regulatory body), or to any code of practice
or industry guidance affecting us or your policy
· To reflect changes to taxation applicable to your policy
(including, but not limited to, insurance premium tax),
· to reflect increases or reductions in the cost (or projected
cost) of providing your insurance, including, but not
limited to, increases or decreases caused by changes to
the number, length, cost or timing of claims which we, as
part of our pricing policy, have assumed or projected will
be made under the insurance,
· To cover the cost of any changes to the cover/benefits
provided under this insurance including, but not limited to,
reductions in the time that you have to wait before a claim
can be paid or the removal of one or more policy
exclusion(s),
· to cover the cost of changes to the systems, services or
technology in support of this insurance.
Once we have made an alteration no further changes will be made to the terms and conditions or the premium for your policy for at least 6 months, unless we are obliged to do so by law, regulation, any code of practice or industry guidance.
Upon receiving notice of any changes or proposed changes, you may cancel cover in accordance with point 8 of the policy booklet if you are unhappy with the change or proposed change.
7.2 If you have given false information to Express Gifts Limited on or before the start of your agreement or to us on your claim form, we may cancel this policy immediately. We may demand you repay any benefits we have already paid you. We will keep the premium you have paid us. We may also take further action via prosecuting authorities.
7.3 You can choose which law covers this insurance, but unless we agree otherwise, English law will apply.
7.4 You must permanently live in the UK, or be:
a) working for the British Armed Forces; or
b) working as a civil servant in a British Embassy
or consulate; or
c) working for an employer that is a UK registered company
who assigns you to work in the European Union on the same terms and conditions; or
d) working on a specific project for less than 30 days
outside the UK and were actually outside the UK for less
than 30 days.
7.5 You will not be covered under this policy if you are involved in any crime, or for any claims resulting from acts of terrorism, riots or war or resulting from ionising radiation or contamination by radioactivity.
8. Cancellation of the policy
8.1 You can cancel your policy at any time by contacting
Express Gifts Limited. If you do this within the first 30 days
of the start date and as long as you have not made a claim,
we will give you a full refund of any premiums you have
paid since the start date. If you cancel the policy after the
first 30 days no further premium will be collected, however
you will not be entitled to any refund of premiums you have
already paid.
8.2 We may cancel cover under your policy by giving you at least 90 days written notice at your last known address. If a substitute Purchase Protection Insurance Scheme is being offered in place of this policy, 60 days written notice of termination or substitution will be given. If we cancel cover under your policy no further premium will be payable by you and you will continue to receive benefits for a valid claim if your claim date was before this policy was cancelled.
9. When does this cover end?
9.1 Cover will end 24 months after the date you purchased
each separate original product from Express Gifts Limited,
regardless of whether or not you have made a valid claim.
In addition to the above, cover on any future purchases will end:
9.2 On the date your account closes; or
9.3 On the date when you have missed paying 3 premiums; or
9.4 On the date Express Gifts Limited send you a letter of termination; or write to tell you they are closing your account; or
9.5 On the date you paid the last premium for cover; or
9.6 When you cancel the policy.
10. How do I claim?
10.1 To make a claim, you should contact Express Gifts Limited on 0871 376 9961 to ask for a claim form.
10.2 Please fill in the claim form and return it to the Scheme Administrators, Jubilee Service Solutions Limited, within 120 days. We may extend this period if you ask us.
10.3 For claims for any theft, burglary, robbery, vandalism or malicious act, you must report the incident to the police within 24 hours, and receive written confirmation, including a crime reference number.
10.4 If you need help filling in your claim form, please contact the Scheme Administrators.
10.5 You or your personal representative must give the Scheme Administrators all the evidence and documents that they need, in the way they ask, to prove your claim. You will have to pay any costs involved in doing this.
10.6 During your claim the Scheme Administrators may arrange for an agent to visit you to gather details about your claim. This will help them to make an accurate assessment.
11. How do I complain?
11.1 The Scheme Administrators care about the service they
provide to you and they do all they can to maintain the
highest possible standards. If you have any questions
about your policy, please ask them. Please have this
document available so that they can deal with your enquiry quickly.
11.2 Although the Scheme Administrators set high standards, if they do not meet your expectations and you are not satisfied, they would like to know. Please follow the guidelines below, to help them to deal with your complaint as efficiently as possible.
Step 1
If your complaint is regarding your account or the sale of
your policy, send details of your complaint to Express Gifts Limited,
Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY.
If your complaint is regarding your policy or claim, send
details of your complaint to:
The Managing Director
Jubilee Service Solutions Limited
21 Perrymount Road,Haywards Heath
West Sussex, RH16 3TP
Telephone: 01444 450 550
Facsimile: 01444 458 234
Email: jss.claims@jubilee-insurance.com
Step 2
In the event that you remain dissatisfied you can refer the
matter to Lloyd's at: Policyholder & Market Assistance,
Lloyd's Market Services, One Lime Street, London
EC3M 7HA. Tel: 020 7327 5693 Fax: 020 7327 5225
E-mail complaints@lloyds.com
Complaints that cannot be resolved by Lloyd's may be referred to the Financial Ombudsman Service. You must send your complaint to them within 6 months of receiving the final letter from the Scheme Administrators. Write to Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Telephone: 0845 080 1800. This complaints procedure is without prejudice to your right to take legal proceedings.
11.3 This policy is underwritten 100% by Jubilee Lloyd's Syndicate 5820. The Lloyd's Managing Agent for Lloyd's Syndicate 5820 is Jubilee Managing Agency Limited. It is entered in the Register of Lloyd's Managing Agents and regulated by the Financial Services Authority. Its registered office is at: Sidcup House, 12–18 Station Road, Sidcup, Kent DA15 7EX and it is registered in England under number 04434499.
11.4 Jubilee Managing Agency Limited is authorised and regulated by the Financial Services Authority and entered on their register under number 226696. The Scheme Administrators are authorised and regulated by the Financial Services Authority and entered on their register under number 311493.
11.5 The insurers are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if the insurers are unable to meet their obligations to you under this contract. Further information can be obtained from The Financial Services Compensation Scheme, 7th Floor Lloyds Chambers, Portsoken Street, London, E1 8BN Tel: 020 7741 4100 Website: www.fscs.org.uk
12. Notice to customers
12.1 You are advised that any telephone calls made to the
Scheme Administrators may be monitored or recorded. This
is to monitor the accuracy of information provided by our customers and their own staff. It may also be used to
provide additional training to their staff or to prove that their
procedures comply with legal and regulatory requirements.
Their staff are aware that conversations can be monitored
and recorded.
What do you do with my information?
13. Data Protection Act
Information you supply may be used for the purposes of
insurance administration by the Data Controller (as defined
under the Act). It may be disclosed to regulatory bodies for
the purposes of monitoring and/or enforcing compliance with
any regulatory rules/codes. Your information may also be
used for crime prevention. For any of these purposes, your information may be transferred to countries that do not have
stringent data protection laws. If this is necessary, the Data
Controller will seek assurance from that party as to the security
surrounding the handling of your information before
it proceeds.
13.1 If you give information about another person, in doing so you confirm that they have given you permission to provide it to the Data Controller and for the Data Controller to be able to process their personal data (including any sensitive personal data).
13.2 On payment of the appropriate fee, you have the right to access and if necessary rectify information held about you (this is known as a Subject Access Request). Please contact the insurer's Compliance officer, in writing, to exercise these rights.
13.3 In assessing any claims made, the insurer, or its associated companies or agents, may undertake checks against publicly available information (such as electoral roll, county court judgements, bankruptcy or repossessions). Information may also be shared with other insurers either directly or via those acting for the insurer (such as loss adjusters or claims investigators).
13.4 When your insurance ends all information held about you (including information held on systems) will be destroyed or erased after a period of 7 years. The Data Controller's associated companies and agents will be advised to do the same.
13.5 Personal Data held on customers may be used for research and statistical purposes but only with the explicit consent of the customer would this take place.
13.6 To assess the terms of the policy or handle claims which arise, we may need to collect data which the Data Protection Act defines as sensitive (such as medical history, criminal convictions or employment records). Data protection laws impose specific conditions in relation to sensitive information including, in some circumstances, the need to obtain your explicit consent before we process the information. When you apply for this insurance, consent is given to the processing and transfer of information described in this notice by us and our agents. Without consent, we would not be able to offer this insurance.
14. Fraudulent claims or misleading information
The insurers take a robust approach to fraud prevention in
order to keep premium rates down so that you do not have to
pay for other people's dishonesty. If any claim under this
insurance is fraudulent or is intended to mislead, or if any
misleading or fraudulent means are used by you or anyone
acting on your behalf to obtain benefit under this insurance,
your right to any benefit under this insurance will end, your
policy will be cancelled and the insurers will be entitled to
recover any benefit paid and costs incurred as a result of any
such fraudulent or misleading claim. The insurers may also
inform the police.
15. Choice of law
Unless you and we agree otherwise, the law which applies to
this contract is the law which applies to the part of the United
Kingdom in which you live or, if you live in the Channel Islands
or the Isle of Man, the law of whichever of those two places in
which you live.
16. Disability Discrimination act
If you have any disability that makes communication difficult,
please tell the Scheme Administrators and they will be pleased
to help.
17. Notification
Please note that product insurances may be available from
other providers.
18. This document confirms that insurance has been effected between you and us. In return for the appropriated premium, we agree to insure you in accordance with the terms and conditions, and to provide the benefits, detailed in this document and which are confirmed in the Master Policy. The Master Policy is the insurance contract which governs this insurance scheme and which has been agreed between us and Express Gifts Limited. A copy is available upon request.
Please note that this policy is no longer available. This wording is provided for information purposes for existing policyholders
About our Payment Protection Plus Property (PPP & P)
This product meets the demands and needs of those who wish to protect their purchases against accidental damage and theft and also their account balances in the event of unemployment, incapacity (accident or sickness) or death.
Policy Summary |
This is a summary of the cover only. The full terms and conditions can be found below and are provided in the Policy Document and references to specific sections are made throughout this summary.
The Name of the Insurer
The product is underwritten by Cassidy Davis General Lloyd's Syndicate 5820 for the incapacity, hospitalisation, unemployment and product benefits, and by Cassidy Davis Life Lloyd's Syndicate 779 for Life insurance benefits. Your policy and all claims will be administered by Cassidy Davis Insurance Services Limited who are the Scheme Administrators.
Express Gifts Limited, (trading as Studio and Ace catalogues) has arranged this insurance with Cassidy Davis General Lloyd's Syndicate 5820 and Cassidy Davis Life Lloyd's Syndicate 779.
Type of insurance and cover
Payment Protection Plus Property is an optional insurance policy that can provide you and your partner with cover for life, incapacity (accident and sickness), hospitalisation or involuntary unemployment, payable to Express Gifts Limited, to cover your account repayments. Cover is also provided for the products you buy from Express Gifts Limited.
Significant features and benefits
| Cover Option | Qualifying Conditions | Benefit Limit |
|---|---|---|
| Life | You are under 70 years of age and you die during the period of cover. | We will pay the outstanding balance on your account up to £10,000. |
| Accident or Sickness | You are under 65 years of age and working and you become unable to work due to accident or sickness for at least 30 consecutive days. You will need to be under the regular care and attendance of a doctor. | The maximum benefit payable every 4 weeks under the policy is 10% of the outstanding balance of your account. |
| Hospitalisation | You are not working and need to stay in hospital for at least 3 days in a row. Your hospitalisation must be certified by a doctor. |
The maximum benefit payable every 4 weeks under the policy is 10% of the balance of your account. However, the first payment is due after just 3 days in hospital. |
| Involuntary Unemployment | You are under 65 years of age, working and become unemployed for at least 30 consecutive days. You will need to register with the Jobcentre Plus. | The maximum benefit payable every 4 weeks under the policy is 10% of the balance of your account. |
| Product Cover | You have purchased the products from Express Gifts Limited. | In the event of theft, robbery, accidental
damage or damage due to standard perils, we will replace the product up to the original price paid. Products are covered for a maximum of 24 months. |
You should review the cover provided regularly to make sure that it remains suitable for your needs.
Duration of cover
This is a 4-weekly renewable policy, which means that your cover will automatically renew every 4 weeks upon receipt of
your premium.
How much does this policy cost?
The insurance premium is paid 4-weekly and is 1.95% of the balance on your Studio/Ace catalogue account, including
Insurance Premium Tax (IPT). The cumulative cost to a typical customer with an average balance is £18.27 over 9 months.
If you do not maintain your minimum 4-weekly payments future amounts owing may contain additional interest charges on
previously unpaid premiums.
Significant or unusual exclusions or limitations
The following significant exclusions exist; please see sections 6, 7 and 8 of the Policy Terms and Conditions for full details
of all exclusions.
| Cover Option | Significant Exclusions or Limitations |
|---|---|
| Life,
Hospitalisation and Accident or Sickness |
|
| Involuntary Unemployment |
|
| Product Cover | You cannot make a product claim for accidental damage, theft, robbery, damage or destruction in the following situations (section 6).
|
Your Cancellation Rights
You can cancel the policy by contacting Express Gifts Limited. If you do this within the first 30 days of the start date and as long as you have not made a claim, we will give you a full refund of any premiums you have paid since the start date (section 10.1). We reserve the right to cease offering this cover at any time by giving you at least 30 days written notice at your last known address (section 10.2).
How do I make a claim?
If you need to make a claim, you must contact Express Gifts Limited on 0871 376 9961 to ask for a claim form (section 12.1). Please fill in the claim form and return it to the Scheme Administrators, Cassidy Davis Insurance Services Limited, 21 Perrymount Road, Haywards Heath, West Sussex RH16 3TP within 120 days. We may extend this period if you ask us. For claims for any theft, burglary, robbery, vandalism or malicious act, you must report the incident to the police within 24 hours, and receive written confirmation, including a crime reference number (section 12.3).
What should I do if I have a complaint?
Although the Scheme Administrators set high standards, if they do not meet your expectations and you are not satisfied, they would like to know. Please follow the guidelines below, to help them to deal with your complaint as efficiently as possible.
Step 1
If your complaint is regarding your account or the sale of your policy, send details of your complaint to Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY.
If your complaint is regarding your policy or claim, send details of your complaint to: The Managing Director, Cassidy Davis Insurance Services Limited, 21 Perrymount Road, Haywards Heath, West Sussex RH16 3TP.
Telephone: 01444 450 550. Facsimile: 01444 458 234. Email: cdisl.enquiries@cassidydavis.com
Step 2
In the event that you remain dissatisfied you can refer the matter to Lloyd's. Complaints that cannot be resolved by Lloyd's may be referred to the Financial Ombudsman Service. You must send your complaint to them within 6 months of receiving the final letter from the Scheme Administrators. Full details are in the Policy Document (section 13.2). This complaints procedure is without prejudice to your right to take legal proceedings.
The Financial Services Compensation Scheme
If the Insurers are unable to meet their liabilities, you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS) who can be contacted at: 7th Floor Lloyds Chambers, Portsoken Street, London, E1 8BN (telephone 0207 892 7300, email: enquiries@fscs.org.uk). The first £2,000 of an insurance claim or policy is covered in full through the FSCS, plus 90% of the balance.
Payment Protection Plus Property Terms and Conditions of cover
1. Introduction
- This document tells you about the benefits, conditions and exclusions of your Payment Protection Plus Property policy. Please read this document carefully to make sure you are eligible for cover and that you know what the policy does and does not cover.
- Express Gifts Limited has arranged this cover at Lloyd's of London with Cassidy Davis General Lloyd's Syndicate 5820 and Cassidy Davis Life Lloyd's Syndicate 779 both of which are managed by Jubilee Managing Agency Limited. Syndicate 5820 underwrites the incapacity, hospitalisation, unemployment and product cover, and Syndicate 779 underwrites the Life insurance cover.
- If you have any questions, please write to our Scheme Administrators, Cassidy Davis Insurance Services Limited at: 21 Perrymount Road, Haywards Heath, West Sussex RH16 3TP. We have appointed them to manage your Payment Protection Plus Property policy and to deal with all claims on our behalf. If you have any disability that makes communication difficult, please tell them and they will be pleased to help.
- Payment Protection Plus Property is an optional insurance policy for account holders who wish to protect their 4-weekly repayments and catalogue purchases both now and in the future. Please note that not all benefits outlined in this policy will apply to you and if your circumstances should change, please let Express Gifts Limited know because your eligibility for benefits and the premium we charge may also change.
- Words and phrases shown in bold have special meanings. These are explained in section 4, the 'Definitions' section of this document.
- Depending on your age at the time of a claim, Payment Protection Plus Property can provide cover if you die, or if you have an incapacity, become involuntarily unemployed or need to go into hospital (as an inpatient). It also covers any product you have purchased under an account agreement. However, you are only covered as long as you meet all the conditions described in Section 2.1, and you have paid the premium.
- This cover applies for 4 weeks at a time. The policy will continue to renew on a 4-
weekly basis until the date your cover ends as shown in Section
2. What cover do I have?
- You are covered for this policy if, on the start date, you:
a) are at least 18 years old;
b) hold an account with Express Gifts Limited; and
c) have agreed to pay the premium. - The cover you have is based on your age and whether you work, as shown in the following table.
Who is covered? Age Work Status Life Incapacity Unemployment Hospitalisation How long the product is covered for? You and your husband, wide or partner18 to 64WorkingYYY24 monthsNot workingYY24 months65 to 69Does not applyYY24 months70 or overDoes not applyY24 months
- If you are not working at the start date and you then find work, you must continue to work for at least 30 days in a row. On day 31, we will consider you to be working and you will qualify for the monthly benefits as set out in section 2.2 above.
- You are covered for life, incapacity, unemployment or hospitalisation as long as your account has a balance. If you pay off your balance on your account, cover will stop. However, cover will automatically start again when your account has a balance. Product cover will continue for up to 24 months from the date you purchased a product from Express Gifts Limited.
- Payment Protection Plus Property is a personal insurance policy for your personal use only.
3. What do I have to pay?
- The premium you must pay and the actual amount charged every 4 weeks is shown on your account statement and is inclusive of Insurance Premium Tax. The rate of premium you pay may change. Express Gifts Limited will give you 30 days written notice of any rate change to the premium.
- Before your premium is forwarded to us, Express Gifts Limited will hold your money as our agent.
4. Definitions
Throughout this document, the words in bold mean the following:
- Account - the agreement between you and Express Gifts Limited under which you must make repayments every 4 weeks.
- Balance - the amount outstanding on your account, including any products despatched but not yet charged to your account.
- Condition - any illness, injury, disease, treatment, sickness or medical condition you have, including any associated symptoms.
- Contract worker - a person who is working on a fixed-term contract of employment.
- Control - the authority of a person (in relation to a company) to have direct or indirect control over that company's affairs, including (but not limited to), owning the biggest share capital or voting rights of that company or by powers given to that person in any recognised document.
- Doctor - a qualified UK registered medical practitioner (other than you or a member of your family), practising in the UK and registered with the General Medical Council.
- Express Gifts Limited - means Studio and Ace catalogues, trading address: Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY.
- Family - you, your husband, wife, partner, children, parents and any relative who permanently lives in your home.
- Hospital - means a Government-controlled hospital, a National Health Service (NHS) hospital or a private care facility.
- Hospitalisation - means being treated in hospital as an inpatient, due to sickness or an injury, under the instruction of a doctor or an alternative, appropriate healthcare representative.
- Incapacity - any sickness, disease, condition or injury, which stops you from doing your job or any similar job. If you are self-employed, your incapacity must stop you from helping, managing or carrying out any part of the day-to-day running of a business or receiving any money from the business.
- Letter of termination - a document sent by Express Gifts Limited stating that Express Gifts Limited is closing your account.
- Misconduct - behaviour that causes you to be dismissed from your work. Examples include, but are not limited to, theft, fraud, alcohol abuse, sex offences, harassment or discrimination.
- Monthly benefit/s - the maximum benefit payable every 4 weeks under the policy, which is 10% of the outstanding balance of your account less arrears, on the first day of your claim or the first date on which you were made aware of any unemployment, incapacity or hospitalisation, whichever is the earlier.
- Payment in lieu of notice - any payment you receive relating to your notice period your employer gives you under the terms of your contract of employment or letter of appointment.
- Pre-existing medical condition - a condition, whether diagnosed or not, which you knew about, or in our reasonable opinion, you should have known about, or for which you received treatment before the policy start date .
- Premium/s - the amount you must pay every 4 weeks for the Payment Protection Plus Property policy as shown on your account statement.
- Product/s - the item/s you purchased from Express Gifts Limited that are covered under this policy.
- Robbery - the taking of your product/s, by persons known or unknown, with the intention of unlawfully and permanently depriving you of possession of the product.
- Scheme Administrators - Cassidy Davis Insurance Services Limited.
- Self-employment - when you are:
• helping with, managing or carrying on any business in the UK and are liable to pay tax under Schedule D Case I, II, IV or V of the Income and Corporations Taxes Act 1988;
• a partner in a business partnership; or
• a person who has direct or indirect control over a company or firm. - Start date - the date your cover commences with us.
- Theft - the taking of your product/s by signs of force by persons known or unknown, with the intention of unlawfully and permanently depriving you of possession of the product.
- Unemployed, unemployment - being involuntarily out of work and registered as unemployed with the Jobcentre Plus in Great Britain, or the Department for Social Development in Northern Ireland. You must be available for, and actively looking for, a job and each month you must provide two documents from third parties to prove this.
- UK - England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man.
- We, us, our - Cassidy Davis General Lloyd's Syndicate 5820 for the incapacity, hospitalisation, unemployment and product benefits, and Cassidy Davis Life Lloyd's Syndicate 779 for Life insurance benefits.
- Work or working - carrying out permanent work or self-employment for at least 16 hours a week or being on statutory maternity leave, adoption leave, parental leave or paternity leave from such work. You must also be paying the correct National Insurance contributions. If you are on a fixed-term contract of employment, you are covered under the unemployment section:
a) If, at the time of any claim, you have been working for the same employer for at least two years and you have a yearly contract which has been renewed at least once and has at least six months left, we will consider any claim as if you had been in permanent work;
b) However, if at the time of any claim, you have been working for the same employer for at least six months and your contract has been renewed at least once, we will consider a claim only if your current contract ends before its end date. We will pay monthly benefit until that contract would have ended. - You, your - the person named on the account and your husband, wife or partner, who permanently live in your home as if you were a couple.
5. Cover elements
There are various elements of cover under this policy as detailed below.
A. Product cover
- Your products are covered anywhere in the world for up to 24 months from the date you purchased them from Express Gifts Limited, for:
a) accidental damage;
b) theft;
c) robbery;
d) damage or destruction due to storm, flood, lightning, earthquake, fire, smoke or explosion. - If you have a balance on your account when you take out the policy, you will be covered for any products you have bought in the 6 months before the start date , as long as the incident described in section A1 above, happens after the start date.
- Each individual product is covered for a period of 24 months from the date you first purchase the product.
- If we agree your claim, we will replace the product with an exact replacement, if this is possible, from Express Gifts Limited. If the original make and model of the product cannot be found we will replace it with a similar product from Express Gifts Limited up to the price you paid for the original product as shown on your original invoice. If a replacement cannot be found we will credit the account through which the original purchase was made, up to the original purchase price.
- You can choose a replacement product of a higher value than the original product, but you will need to pay the difference in cost.
- If we replace a product following a claim, we will own the original product. For a damage claim (including accidental damage), you must arrange and pay to send the product to us, if we ask.
- Protection will continue for 24 months from the date of purchase of the original product, provided the policy remains in force. Should the original product be replaced following a valid claim, then the replacement product will be protected for the remainder of the 24 month period.
- Please read section 6 to see what is not covered.
B. Incapacity cover
- If you are under the age of 65, working and suffer from an incapacity, which prevents you from working, you must see your doctor. After the first 30 days (of your doctor's verification) of your incapacity (the waiting period), we will pay Express Gifts Limited one monthly benefit. This will continue for every 30-day period after the waiting period, as long as you give us an original or a certified doctor's certificate to confirm your incapacity.
- We will continue to pay the monthly benefit for your incapacity until:
a) your doctor confirms that you no longer have an incapacity; or
b) we have paid, in full, the balance you owed on your account on the date your incapacity started (except any payments you have missed); or
c) the end date of your contract if you are a contract worker. - If your incapacity (after the waiting period) is less than a full 30-day period, we will pay 1/30th of one monthly benefit for each day you have an incapacity.
- To make more than one claim for the same incapacity, you must return to work for 180 days in a row. To claim for a different condition, you must return to work for 90 days in a row. If two periods of incapacity for the same or a related condition are for less than 180 days, we will treat this as one continuous claim and no new waiting period will apply. We will not pay for any time you returned to work between these periods.
- We will cover you for:
a) psychiatric illness, mental or nervous disorders including depression, stress, bereavement and stress related conditions, as long as you are diagnosed by a consultant who is a member of the Royal College of Psychiatrists and is recognised by that Royal College as being a consultant; and
b) back conditions and related injuries as long as you have specialist medical evidence (for example, a MRI scan, x-rays and so on) of a diagnosed medical condition. - Please read section 7 to see what is not covered.
C. Life cover
- If you die before the age of 70, we will pay Express Gifts Limited the balance at the date of your death (except any payments you have missed) up to £10,000.
- Please read section 7 to see what is not covered.
D. Hospitalisation cover
- If you are not working, and you need to stay in hospital for at least 3 days in a row (the waiting period), we will pay Express Gifts Limited one monthly benefit.
- For every 30-day period after the waiting period, you must give us a doctor's certificate confirming that you remain in hospital.
- We will continue to pay one monthly benefit for hospitalisation until:
a) you leave hospital; or
b) we have paid, in full, the balance you owed on your account on the date your hospitalisation started (except any payments you have missed). - If you need to stay in hospital for less than a full 30-day period (after the waiting period), we will pay 1/30th of one monthly benefit for each day you are in hospital.
- Please read section 7 to see what is not covered.
E. Unemployment cover
- If you are under the age of 65 and working, and become involuntarily unemployed for at least 30 days in a row (the waiting period), we will pay Express Gifts Limited one monthly benefit.
- For each 30-day period you are registered as unemployed with the Jobcentre Plus, we will pay Express Gifts Limited one monthly benefit. Each month you must give us a certificate from your local Jobcentre Plus office confirming your unemployment.
- We will continue to pay monthly benefit for unemployment until:
a) you are no longer unemployed; or
b) we have paid, in full, the balance you owed on your account on the date you became unemployed (except any payments you have missed); or
c) the end date of your contract if you are a contract worker. - If you are unemployed for less than a full 30-day period (after the waiting period), we will pay 1/30th of one monthly benefit for each day you are unemployed.
- If you need to make another unemployment claim, you must be working for 180 days in a row between your last unemployment claim and the next one. If two periods of unemployment are separated by less than 90 days, we will treat this as one continuous claim and no waiting period will apply. However, we will not pay for any time you were working between these periods.
- If you are receiving unemployment benefit and you start temporary work, which is for less than six months, we will treat this as a continuous claim, but we will not pay for the period you are working.
- Please read section 8 to see what is not covered.
What is not covered?
6. You cannot make a product claim for accidental damage, theft, robbery,damage or destruction in the following situations:
- If the product is stolen from a motor vehicle, unless the vehicle is locked at all points of access and all the security systems are activated and the insured product is concealed out of sight in the locked boot or locked glove compartment.
- If you do not follow the manufacturer's instructions, or the damage is caused by over-winding or internal damage.
- For theft if there is no sign that force was used to enter or leave.
- For robbery if there was no violence or fear of violence.
- If the insured product is left at your place of work, school, or any public place, unless it is locked in a secure safe, locker or similar lockable compartment which only you have access to.
- If the damage is due to normal wear and tear, denting, scratching, rust or electrical or mechanical failure.
- If the damage was caused by dyeing, cleaning, restoring, altering, transportation, or installation of the products.
- If caused by manufacturing product faults.
- If you are taking part in, attempting, or acting as an accessory to any crime.
- If caused by deception, unless someone used deception to enter your home.
- Loss where the circumstances of the loss cannot be clearly identified.
- For any cameras, computer equipment or video equipment contained in luggage unless you, or a member of your family travelling with you, carry or wear it.
- If deliberately caused by you or your family or any person lawfully in your home.
- If the event for which you are claiming happens before the start date of Payment Protection Plus Property.
7. We will not pay any claim for life, incapacity or hospitalisation resulting from the following:
- Pre-existing medical conditions. However, you will be entitled to benefit if you have not suffered from that condition for two years before the date you became unable to work. You have not suffered from a condition if, throughout the two years before the date you became unable to work, you:
a) have not consulted a doctor for that condition; and
b) have not received treatment for that condition; and
c) have had no symptoms of that condition. - Suicide, attempted suicide, self-inflicted injuries, alcohol or drug abuse.
- Psychiatric illness or mental disorders including depression, bereavement, stress, or stress related conditions which are not diagnosed by a consultant who is a member of the Royal College of Psychiatrists and is recognised by that Royal College as being a consultant.
- Alcohol or drug abuse.
- Backache and related conditions which are not supported by medical evidence.
Also, we will not pay any claim: - For any period of incapacity or hospitalisation that is not confirmed by a doctor;
- For any period you are receiving unemployment benefit; or
- If any conditions in section 8 apply.
8. We will not pay any claim for unemployment in the following situations:
- If, on the start date, you knew, or should reasonably have known, that you would become unemployed.
- If your work ends within 90 days of the start date .
- If, within 90 days of the start date, you find out that your work will end (This is regardless of when your work actually ends).
- If you are in seasonal work.
- If your unemployment is due to:
a) misconduct; or
b) any wilful act by you; or
c) you failing to pass a probationary period or carry out any parts of your job; or
d) you resigning, or taking voluntary unemployment or voluntary redundancy. - If you are self-employed and your business temporarily stops trading.
- If you are self-employed and you cannot give us evidence that your business:
a) has permanently stopped trading or is in the process of being wound up; or
b) has been put into the hands of a company dealing with insolvency; or
c) is a partnership which has been dissolved or is in the process of being dissolved. - For any period for which you have received, or are entitled to receive, payment in lieu of notice.
- If you are working on a specific project, including any temporary assignment, and this project finishes.
- If your work ends because your apprenticeship or training contract ends.
- If you are working outside the UK, unless you are working for the British Armed Forces or as a civil servant in a British embassy or consulate.
- If you are receiving incapacity benefit.
- If any conditions in section 7 apply.
Important information about your policy
9. General conditions
- We will only pay you one type of monthly benefit for incapacity, hospitalisation or unemployment at a time.
- We may change the terms and conditions of this policy at any time, but Express Gifts Limited will always give you at least 30 days written notice.
- If you have given false information to Express Gifts Limited on or before the start of your agreement or to us on your claim form, we may cancel this policy immediately. We may demand you repay any benefits we have already paid you. We will keep the premium you have paid us. We may also take further action via prosecuting authorities.
- You can choose which law covers this insurance, but unless we agree otherwise, English law will apply.
- You must permanently live in the UK, or be:
a) working for the British Armed Forces; or
b) working as a civil servant in a British Embassy or consulate; or
c) working for an employer that is a UK registered company who assigns you to work in the European Union on the same terms and conditions; or
d) working on a specific project for less than 30 days outside the UK and were actually outside the UK for less than 30 days. - You will not be covered under this policy if you are involved in any crime, or for any claims resulting from acts of terrorism, riots or war or resulting from ionising radiation or contamination by radioactivity.
10. How do I cancel the policy?
- You can cancel your policy at any time by contacting Express Gifts Limited. If you do this within the first 30 days of the start date and as long as you have not made a claim, we will give you a full refund of any premiums you have paid since the start date. If you cancel the policy after the first 30 days no further premium will be collected, however you will not be entitled to any refund of premiums you have already paid.
- We reserve the right to cease offering this cover at any time by giving you at least 30 days written notice at your last known address.
11. When does this cover end?
- Incapacity and unemployment will end on your 65th birthday.
- Life cover will end on your 70th birthday.
- Product cover will end 24 months after the date you purchased each separate original product from Express Gifts Limited.
All cover will end: - On the date your account closes; or
- On the date when you have missed paying 3 premiums; or
- On the date Express Gifts Limited sends you a letter of termination; or writes to tell you they are closing your account; or
- On the date you paid the last premium for cover; or
- When you cancel the policy.
12. How do I claim?
- To make a claim, you should contact Express Gifts Limited on 0871 376 9961 to ask for a claim form.
- Please fill in the claim form and return it to the Scheme Administrators, Cassidy Davis Insurance Services Limited, within 120 days. We may extend this period if you ask us.
- For claims for any theft, burglary, robbery, vandalism or malicious act, you must report the incident to the police within 24 hours, and receive written confirmation, including a crime reference number.
- If you need help filling in your claim form, please contact the Scheme Administrators.
- You or your personal representative must give the Scheme Administrators all the evidence and documents that they need, in the way they ask, to prove your claim. You will have to pay any costs involved in doing this. You must also agree to any medical examination, which the Scheme Administrators will arrange and pay for. The Scheme Administrators may also contact your employers.
- During your claim the Scheme Administrators may arrange for an agent to visit you to gather details about your claim. This will help them to make an accurate assessment.
- You must still pay the premium even while you are making a claim or receiving monthly benefits under this policy. If you do not do this, we may cancel your policy and the monthly benefit payments will stop.
13. How do I complain?
- The Scheme Administrators care about the service they provide to you and they do all they can to maintain the highest possible standards. If you have any questions about your policy, please ask them. Please have this document available so that they can deal with your enquiry quickly.
- Although the Scheme Administrators set high standards, if they do not meet your expectations and you are not satisfied, they would like to know. Please follow the guidelines below, to help them to deal with your complaint as efficiently as possible.
Step 1
If your complaint is regarding your account or the sale of your policy, send details of your complaint to Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY.If your complaint is regarding your policy or claim, send details of your complaint to:
The Managing Director
Cassidy Davis Insurance Services Limited
21 Perrymount Road
Haywards Heath
West Sussex
RH16 3TP
Telephone: 01444 450 550
Facsimile: 01444 458 234
Email: cdisl.enquiries@cassidydavis.comStep 2
In the event that you remain dissatisfied you can refer the matter to Lloyd's at: Policyholder & Market Assistance, Lloyd's Market Services, One Lime Street, London EC3M 7HA. Tel: 020 7327 5693 Fax: 020 7327 5225 E-mail complaints@lloyds.comComplaints that cannot be resolved by Lloyd's may be referred to the Financial Ombudsman Service. You must send your complaint to them within 6 months of receiving the final letter from the Scheme Administrators. Write to Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Telephone: 0845 080 1800.
This complaints procedure is without prejudice to your right to take legal proceedings. - This policy is underwritten by Cassidy Davis General Lloyd's Syndicate 5820 for the incapacity, hospitalisation, unemployment and product benefits, and by Cassidy Davis Life Lloyd's Syndicate 779 for Life insurance benefits. The Lloyd's Managing Agent for Lloyd's syndicates 5820 and 779 is Jubilee Managing Agency Limited. It is entered in the Register of Lloyd's Managing Agents and regulated by
the Financial Services Authority. Its registered office is at: Sidcup House, 12-18 Station Road, Sidcup, Kent DA15 7EX and it is registered in England under number 04434499. - Jubilee Managing Agency Limited is authorised and regulated by the Financial Services Authority and entered on their register under number 226696. The Scheme Administrators are authorised and regulated by the Financial Services Authority and entered on their register under number 311493.
- If we cannot meet our liabilities, you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). The scheme covers 100% of the first £2,000 and 90% of the rest of the claim. There is no upper limit. Write to: Financial Services Compensation Scheme, 7th floor, Lloyds Chambers, Portsoken Street, London, E1 8BN.Phone: 0207 892 7300. Email: enquiries@fscs.org.uk
14. Notice to customers
- You are advised that any telephone calls made to the Scheme Administrators may be monitored or recorded. This is to monitor the accuracy of information provided by our customers and their own staff. It may also be used to provide additional training to their staff or to prove that their procedures comply with legal and regulatory requirements. Their staff are aware that conversations can be monitored and recorded.
What do you do with my information?
15. Privacy statement
In this Privacy Statement 'we', 'us' and 'our' includes the Scheme Administrators.
- Your data controller
a) For the purposes of the Data Protection Act 1998, we are the data controllers for any personal information you give in relation to any claim under this insurance.
b) We will keep your personal information confidential and will only use it or process it as allowed by law. We will make sure that the information we hold about you is accurate and up to date, and we will not keep it for longer than we need to. We will protect your information against unauthorised or unlawful processing, and accidental loss or damage to the information. - How we will use your personal data
We will use your data for a number of different purposes, including the following.
a) To manage your policy.
b) To assess your application and any claims including carrying out credit checks and fraud checks, and contacting your former employers, the Department of Employment and the Department of Social Security.
c) To contact you with details of changes to the products you have bought.
d) For our own review and analysis of the Payment Protection Plus Property
product.
e) To meet legal and regulatory conditions or rules.
f) To identify you when you contact us. - We may ask other organisations to process your personal data for us in line with these purposes.
- Sensitive personal data
If you provide sensitive personal data, we (and our related companies) may also process it, both manually and electronically for the same purposes described in this privacy statement. Sensitive personal data includes information about your physical or mental health condition and details of any offences you have committed or been charged with. - Business changes
If we, or a related company, are reorganised or sold to another organisation the personal data you have given us may be transferred to that reorganised organisation or new organisation, and used for the purposes set out in this Privacy Statement. The new organisation will deal with your personal data in line with UK law or, if we transfer your information to countries which do not provide the same level of protection as the UK, your personal data will be protected as if UK law applied. - Access to your information
With limited exceptions, You have the right to ask for a copy of the information we hold on you. There may be a charge for this. If any of the information we hold about you is wrong, please tell us and we will put it right. To ask to see your information write to:
The Compliance Officer
Jubilee Managing Agency Limited
Sidcup House, 12-18 Station Road, Sidcup, Kent DA15 7EX
16. Notification
Please note that product insurances may be available from other providers.
17. This document confirms that insurance has been effected between you and us. In return for the appropriated premium, we agree to insure you in accordance with the terms and conditions, and to provide the benefits, detailed in this document and which are confirmed in the Master Policy. The Master Policy is the insurance contract which governs this insurance scheme and which has been agreed between us and Express Gifts Limited. A copy is available upon request.
The following guide has been produced by the Association of British Insurers: a general guide to payment protection insurance (PPI) [new window]
If you think that you have been mis-sold Payment Protection Insurance on any financial product our advice is to make the claim yourself. This is also the stated view of the Financial Ombudsman Service.
We would strongly advise you to avoid using a claims handling firm – they are unlikely to make the process any quicker or to make any difference to the success of your claim, and they could charge you a substantial portion – 25% to 30% is typical – of any money due to you.
If you wish to make a complaint about your PPI, you can do so in several ways. There is no need to use a claims management company to complain – it is easiest to make complaints directly to us. Claims management companies usually take a fee or percentage of any compensation you are paid; however, your complaint is not dealt with differently or any more quickly.
You can call us on 08713 769961 or write to us at:
Studio
Customer Care Department
Preston
Lancs
PR0 2BP
We may ask you to complete a PPI questionnaire form from the Financial Ombudsman Service. These forms are available from the Ombudsman's website. Sending us this completed form will ensure that we have the information needed to process your complaint efficiently and as quickly as possible.
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About Our Product Breakdown Plan
1. INTRODUCTION
1.1. This document sets out the benefits, conditions and exclusions of Your Product Breakdown Plan. This plan has been arranged by Express Gifts Limited through Assurant General Insurance Limited (a member company of Assurant Solutions) whose registered offices are Assurant House, 6-12 Victoria Road, Windsor, Berkshire, SL4 1EN. Assurant General Insurance Limited (FSA No. 202735) is authorised and regulated by the Financial Service Authority. If You have any questions please contact Express Gifts Limited.
1.2. Copies of this plan can be made available, on request, in alternative media forms as required under the Disability Discrimination legislation. Please contact Us for more details.
1.3. This plan covers the Product specified in the schedule and only applies when:
1.3.1. The manufacturer's warranty expires; and
1.3.2. You have purchased this plan;
1.4. The period of cover is shown in your schedule of insurance. Certain conditions and exclusions also apply – see sections 4, 5 and 6 below.
1.5. Certain words and phrases have special meanings. These are explained in the Definitions section of this document.
2. DEFINITIONS
In this document the following words and phrases are in Bold and have the meanings shown after them:
2.1. Express Gifts Limited – The parent company for Studio.
2.2. Product/s - the item/s You have purchased from Express Gifts Limited that are covered under this plan.
2.3. Purchase Price – the amount You originally paid for the Product.
2.4. Sum Insured - the price You paid for Your Products or the full selling price of the Product purchased, whichever is the lesser amount
2.5. UK – England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man.
2.6. We, Us, Our – Assurant General Insurance Limited (a member company of Assurant Solutions).
2.7. You – the person named on the schedule.
2.8. Your – belonging to You.
3. WHAT THIS PLAN COVERS
3.1. This plan covers the Product specified in the schedule and provides You with a repair or replacement when it breaks down and fails to operate as intended by the manufacturer.
3.2. This plan only applies to domestic appliances and that were originally designed for domestic use.
3.3. The breakdown must be entirely due to a sudden and unforeseen internal mechanical or electrical defect causing the actual breaking or burning out of a part.
3.4. The breakdown must have occurred while the Product was in the UK.
3.5. In the event of a valid breakdown claim:
3.5.1 If Your Product has an original Purchase Price of £200 or less, We will provide an exact replacement, or if this is not possible, We will provide a product of like kind and quality from Express Gifts Limited.
3.5.2 If Your Product has an original Purchase Price in excess of £200, then We will pay the cost of repairing your Product. If We are unable to repair your Product then We will provide you with an exact replacement or, if this is not possible, a product of like kind and quality from Express Gifts Limited.
3.5.3. If no replacement can be found, at Our discretion We will arrange for a credit to be applied to the account through which the original purchase was made. However, We will only pay the Purchase Price of the Product, or £1000, whichever is lower.
4. WHAT THIS PLAN DOES NOT COVER
This plan does not cover:
4.1. Electrical or mechanical breakdown for which the manufacturer, supplier or any other person may be held responsible under the terms of any guarantee or warranty;
4.2. Accidental Damage;
4.3. Cosmetic Damage;
4.4. Consumable items including but not limited to discs, records, tapes, styli, cartridges, software, aerials or aerial sockets, air or water filters, light bulbs, plugs, fuses, batteries, disposable bags, belts, brushes or tools;
4.5. Breakdown caused by external means, malicious damage or neglect by any other person;
4.6. Manufacturing faults or defects;
4.7. Permanent or temporary interruption of electricity of water supplies;
4.8. Transportation or installation;
4.9. Breakdown due to:
4.9.1. General wear and tear;
4.9.2. Blockages or breakages to the external supply and drainage hoses;
4.9.3. Over-icing of cooling Products;
4.9.4. Tuning or aerial faults;
4.9.5. Not following manufacturers operating instructions;
4.9.6. The incorrect setting of automatic controls or thermostats;
4.9.7. The use of accessories not approved by the manufacturer;
4.9.8. Using the wrong or abnormal electricity or water supplies;
4.9.9. Fire, flood, lightning, storm, tempest, explosion, impact, aircraft or other aerial device or article dropped from, theft or attempted theft, accidental damage including water damage or any other external cause.
4.10. Any claim due to terrorism, riot or war.
5. EXCLUSIONS – CIRCUMSTANCES WHEN YOU CANNOT MAKE A CLAIM
5.1. You will not be able to claim for the following:
5.1.1. Any costs if no fault is found or a part is not burnt out or broken;
5.1.2. Breakdown if You have failed to carry out general or regular maintenance as required or recommended by the manufacturer;
5.1.3. Any breakdown if left in Your unoccupied house for any period more than 45 consecutive days or left in Your house that is let out to tenant(s) or shared with tenants or lodgers;
5.1.4. Any breakdown arising outside of the UK;
5.1.5. Any loss suffered as a result of not being able to use the appliance Product or any loss over and above the cost of the Product.
6. GENERAL CONDITIONS
6.1. We will only provide cover for Your Product if You agree to take all reasonable steps to protect Your Product to prevent breakdown or minimise the effects of a breakdown once it has occurred.
6.2. To be protected under this plan You must be over 18 years of age.
6.3. All claims must be made within 30 days of discovery of the incident. Failure to do so may invalidate Your claim.
6.4. If You change Your address, please contact Us with the new details and a replacement certificate will be issued. If You return the Product within the first 12 months You may transfer this plan to the new Product and the effective date will be amended.
6.5. If the Product is replaced following a claim, We will own the replaced Product and the plan will terminate. If the replacement Product is to be covered, You will need to buy a new plan.
6.6. Your Product Breakdown Plan may be cancelled if You give false information which You knew about or suspected to be false or misleading on or before the start of the plan and such information was material to Our decision to provide insurance under the policy. We may demand You repay or return any Product or payment We have already provided You. We will keep the premium You have paid Us.
6.7. We reserve the right to amend the terms of this insurance contract by giving You no less than 30 days notice of Our intention to do so. Under certain circumstances it may be necessary to vary the terms of Your Product Breakdown Plan. Some of the circumstances that may warrant Us having to vary the terms of Your Product Breakdown Plan may include:
6.7.1. legislative or regulatory changes;
6.7.2. economic changes
6.7.3. response to the performance of the insurance scheme
6.7.4. Our claims experience of the policy; or
6.7.5. market changes for this type of policy.
Please note that this list is indicative of some of the reasons that may lead to Us having to vary Your Product Breakdown Plan and is not an exhaustive list. Any notification of a change to Your Product Breakdown Plan will include a detailed explanation for change.
6.8. Unless We agree otherwise, English law will apply, to Your plan. The Company with which You are contracted is Assurant General Insurance Limited, which is established in England.
6.9. This plan does not affect Your statutory rights relating to faulty or mis-described goods. For further information about Your statutory rights, contact Your local authority Trading Standards Department or Citizens Advice Bureau.
7. CANCELLING THE PLAN
7.1. You can cancel Your plan by calling or writing to Express Gifts Limited. If You do this within the first 12 months (manufacturer's warranty) a full refund of the premium You have paid will be given. If You wish to cancel Your plan at any time after the expiry of the manufacturer's initial 12 month warranty, You will be entitled to a pro-rata refund (from the date the plan is in force) by writing to Express Gifts Limited. This means that a refund will only be provided for every complete month of the plan remaining from the date You request the plan is cancelled.
For example, if You have a two year plan and request that Your plan is cancelled anytime during the seventh month, You will be entitled to a refund for the remaining full 17 months. This will be calculated as 17/24th of the premium You have paid as follows: The premium taken for a plan is £26.00, therefore the refund would be £26.00/24 x 17 = £18.41.
7.2. Cancellations will not be backdated and You are unable to cancel this plan if a claim has been made.
7.3. We may cancel Your plan under the same circumstances as listed under General Conditions 6.7, 6.7.1, 6.7.2, 6.7.3, 6.7.4 and 6.7.5 We will give You 14 days written notice at Your last known address; in this case We will give a proportionate refund of the premium You have paid.
8. WHEN COVER ENDS
8.1 Cover will end automatically on whichever of the following happens first:
8.1.1 The date Your item is replaced;
8.1.2 The date You cancel your plan ;
8.1.3 The date We cancel your plan or
8.1.4 The date Your plan expires.
9. CLAIMS
9.1. If Your Product develops a fault You should check that all electrical connections are in working order and then read the manufacturer's instruction book to assess whether You can rectify the fault yourself.
9.2. If You are unable to rectify the problem and need to make a claim, please contact Us on 0844 871 1206 to ask for a claim form.
9.3. Send Your completed claim form, together with the Product, if required, and any supporting documentation (i.e. the statement showing the purchase of the Product and insurance) to PO Box 1032, Assurant General Insurance Limited, Uxbridge, UB8 9PW
9.4. In the event that We require further information You must provide all reports, information and evidence that We request at Your own expense. The following list is indicative of some of the information that We may request and is not an exhaustive list:
9.4.1. a quotation for repair;
9.4.2. a completed claim form or
9.4.3. a copy of Your statement showing purchase of the Product Breakdown Plan
You must arrange and pay to send the Product to Us, if We ask.
9.5. During Your claim We may arrange for an agent to visit You to gather details about Your claim. This will help Us to make an accurate assessment.
9.6. Once We have replaced Your Product up to the Sum Insured, following a valid claim, this protection on that Product will end. If You wish to have the replacement Product insured You must purchase a new plan.
10. CUSTOMER CARE
We care about the service We provide to You and We make every effort to maintain the highest possible standards. If You have any questions about Your plan please ask Us. Please have this document available so that We can deal with Your enquiry speedily.
11. COMPLAINT PROCESS
Although We set ourselves high standards, 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.
If Your complaint is regarding the sale of Your plan, send details of Your complaint to Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY or please call 08713 769961 or e-mail contact@24studio.co.uk
If Your complaint is regarding Your plan or claim, send Us details of Your complaint to the Quality Assurance Manager, Assurant General Insurance Limited, to PO Box 1032, Assurant General Insurance Limited, Uxbridge, UB8 9PW or please call 0844 871 1248 or email: uk.complaints@assurant.com
If You are still not satisfied with the way We have dealt with Your complaint You can ask the Financial Ombudsman Service to review Your case. In order for the Financial Ombudsman Service to review Your case, You must send Your complaint to them within 6 months of the date of Our final letter to You. You can contact the service at the following address: South Quay Plaza 183 Marsh Wall, London, E14 9SR. Phone 0845 080 1800. This procedure will not prejudice Your rights to take legal action
12. ASSIGNMENT
12.1. You cannot transfer Your rights and obligations under this contract to another person.
13. DATA PROTECTION
13.1. We are committed to maintaining the personal data that You provide in accordance with the requirements of data protection legislation. Our Privacy Statement below gives further information about this.
13.2. Assurant General Insurance Limited, their other related entities, and carefully selected third parties may use Your personal data to keep You informed about insurance Products, services and special offers that may be of interest to You. If You do not wish Your personal information to be used in this way please write to Us.
14. NOTICE TO CUSTOMERS
14.1. You are advised that any telephone calls made to Our administration and claims handling units may be monitored or recorded. This is to monitor the accuracy of the information provided by Our customers and Our own staff. It may also be used to provide additional training to Our staff or prove that Our procedures comply with legal and regulatory requirements. Our staff are aware that conversations can be monitored and recorded.
14.2. If We are unable to meet Our liabilities, You may be entitled to compensation from the Financial Services Compensation Scheme (FSCS) who can be contacted at: 7th floor Lloyds Chambers, Portsoken Street, London, E1 8BN. The level of protection for insurance claims is 90% with no upper limit.
14.3. This plan is underwritten by Assurant General Insurance Limited, incorporated in England no 2341082, registered address: Assurant House, 6 – 12 Victoria Street, Windsor, SL4 1EN.
14.4. Assurant General Insurance Limited (FSA No. 202735) is authorised and regulated by the Financial Service Authority. You can check this on the FSA Register at http://www.fsa.gov.uk/register/ or by calling 0845 606 1234.
14.5. If You or anyone acting on Your behalf makes any false or fraudulent claim or supports a claim by false or fraudulent document, device or statement, this policy shall be void and You will forfeit all rights under the policy. In such circumstances, We retain the right to keep the premium and to recover any sums paid by way of benefit under the policy. We may also pass Your details to the Police, fraud investigators or other relevant organisation.
15. PRIVACY STATEMENT
15.1. Your data controller
15.1.1. For the purposes of the Data Protection Act 1998, We are the data controllers for any personal information You give in relation to any claim under this insurance.
15.1.2. We will keep Your personal information confidential and will only use it or process it as allowed by law. We will make sure that the information We hold about You is accurate and up to date, and We will not keep it for longer than We need to. We will protect Your information against unauthorised or unlawful processing, and accidental loss or damage to the information.
15.2. How We will use Your personal data
15.2.1. We will use Your data for a number of different purposes, including the following.
15.2.1.1. To manage Your plan.
15.2.1.2. To assess Your application and any claims including carrying out credit checks and fraud checks.
15.2.1.3. To contact You with details of changes to the Products You have bought.
15.2.1.4. For Our own review and analysis of the Product Breakdown Plan Product
15.2.1.5. To meet legal and regulatory conditions or rules.
15.2.1.6. To identify You when You contact Us.
15.3. We may ask other organisations to process Your personal data for Us in line with these purposes.
15.4. Sensitive personal data
If You provide sensitive personal data, We (and Our related companies) may also process it, both manually and electronically for the same purposes described in this privacy statement. Sensitive personal data includes information about Your physical or mental health condition and details of any offences You have committed or been charged with.
15.5. Business changes
If We, or a related company, are reorganised or sold to another organisation the personal data You have given Us may be transferred to that reorganised organisation or new organisation, and used for the purposes set out in this Privacy Statement. The new organisation will deal with Your personal data in line with UK law or, if We transfer Your information to countries which do not provide the same level of protection as the UK, Your personal data will be protected as if UK law applied.
15.6. Overseas Transfer
We may transfer Your personal information to countries located outside the European Economic Area (the EEA). This may happen when Our servers, suppliers and/or service providers are based outside of the EEA. The data protection laws and other laws of these countries may not be as comprehensive as those that apply within the EEA - in these instances We will take steps to ensure that Your privacy rights are respected and Your personal information processed in strict compliance with the Data Protection Act 1998. Details of the countries relevant to You will be provided to You upon request.
15.7. Access to Your information
You have the right to ask for a copy of the information We hold on You. There may be a charge for this. If any of the information We hold about You is wrong, please tell Us and We will put it right. To ask to see Your information write to The Quality Assurance Manager, Assurant General Insurance Limited, to PO Box 1032, Assurant General Insurance Limited, Uxbridge, UB8 9PW
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Prices
(i) Prices quoted in the catalogue are those ruling at the time of printing, and, (where relevant), include VAT at the current rate. In the event of a change in VAT the price you pay may increase or decrease from the price quoted in the catalogue in line with the VAT change. However, you will always be told of the price change before committing to purchase provided that we are given reasonable notice of the change ourselves. In such circumstances, quoted discounts on certain products compared to previous prices may vary slightly as a result of the VAT change.
(ii) Where we show 'High Street Prices', we have matched our prices against a typical High Street store for the same product. The price for the High Street has been ratified by our supplier. For sale and special offer prices, the full prices shown for price comparison purposes are those set out in our Spring Preview leaflet which was issued on 12th November 2012, and 3rd December 2012, and the Webb Ivory online Spring Catalogue issued in December 2012.
(iii) Although we attempt to ensure all our online prices are shown accurately, errors may sometimes happen. If
an error is discovered after placing your order, we will contact you as soon as possible. You will have the option
of confirming your order at the corrected price or cancelling it. If we cannot contact you, we will cancel the order
and inform you. If you cancel your order but have already made payment(s) against your invoice, those payments will be
refunded in full.
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Digital / Photo Personalisation
You must only send us photographs or images which you own and / or have express permission to use. Do not send us photographs or images which may be deemed obscene, offensive, defamatory or otherwise unlawful, or may infringe the rights of others. You otherwise retain all intellectual property rights and copyright for any photographs or images you send to us.
By sending us photographs or images, you consent to allowing Express Gifts and our suppliers to store and otherwise use these photographs or images to produce your order. You also agree to indemnify us against any action, liability, claims, damages or costs arising from any breach of these conditions.
We reserve the right not to produce or despatch the goods, and to charge an administration fee of £10.00 if the photographs or images you send are in breach of these conditions. In the event that we produce goods using photographs or images in breach of these conditions, we reserve the right to charge you up to the full price of the goods, and not to despatch them. You must arrange at your expense return of any photographs which we deem to be in breach of these conditions. However, we also reserve the right to disclose any such photographs or images to any relevant authorities if we consider them to be of a criminal nature.
We shall not be responsible for any loss or damage to the photographs you entrust to us for printing or processing, unless the damage or loss is due to our negligence. In this case the maximum liability shall not exceed £5.00 per photograph. We will take good care of any photographs entrusted to us, and we will return them to you unless in breach of the above conditions.
We can accept colour or black & white photographs. We will endeavour to check the quality of photographs and images sent to us before goods are produced, however we will not be liable for poor reproduction quality resulting from poor quality photographs or images. What you send is what will be printed on your item.
Your statutory rights are unaffected by these conditions.
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How do I make a complaint?
This section tells you what to do if you are not satisfied with a financial service we have provided.
Please follow these procedures to help us resolve your complaint as quickly as possible.
How can I contact you?
Please put your complaint in writing to:
- Financial Services Department, Preston, Lancs. PR0 2BP
- Or you can also telephone on 0871 376 99 61
- Or you can fax us on 01254 303038
- If you need to contact us with any personal information such as account details, please send an email using our secure website.
- Or you can e-mail us at contact@24studio.co.uk.
What details must I provide?
If you wish to complain, please give us the following details:
- Your Name and Address
- Your Customer Account Number
- A clear description of your concerns or complaint
- A daytime telephone number where we can contact you
- Details of what you would like us to do to put it right.
What can I expect from you?
- We aim to respond to any complaint that is received as quickly as possible and recognise that a complaint requires resolution.
- We will investigate all complaints received competently, diligently and impartially.
- We will assess fairly, consistently and promptly the subject matter of the complaint taking into account all relevant factors.
- Where we cannot resolve your complaint by the following business day we will acknowledge receipt of your complaint promptly providing you with details of who is handling your complaint and how to contact them.
- We will keep you informed thereafter of the progress of the measures being taken to resolve the complaint.
- After 8 weeks we will send you a final response or a further progress report on our investigations.
What can I do if I am unhappy with the response?
If, for whatever reason you are unhappy with the response you receive from us please get in touch directly with the person
or department who handled your complaint. They will discuss with you what the next steps are.
If you are still dissatisfied, or your complaint has not been resolved within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service. We will provide you with details of their services with our response to your complaint. Their contact details are:
- The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR
- By telephone: 0845 080 1800
- By e-mail: complaint.info@financial-ombudsman.org.uk
- Website: www.financial-ombudsman.org.uk
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Prize Draw Rules - Monthly Prize Draw
(i) The free prize draw is open to all UK residents aged 18 years or over, except employees of the promoters, its families, its agents and persons connected with the promotion.
(ii) Free entry is available by sending your account number (if you have one), name and address to "The Studio Monthly Prize Draw, Marketing Department, Churchbridge House, Henry Street, Accrington, BB5 4EE". Alternatively, please send us an email using our Contact Us page, choosing the Monthly Prize Draw subject.
(iii) Only one entry per person will be accepted. Automated and bulk entries from third parties are not permitted.
(iv) Entry into the prize draw is deemed as acceptance of the rules and any other requirements set out in the promotional material. If you prefer not to be entered, please write to "The Studio Monthly Prize Draw, Marketing Department, Churchbridge House, Henry Street, Accrington, BB5 4EE" asking to be removed, send us an email using our Contact Us page choosing the Monthly Prize Draw subject, or call the Customer Careline.
(v) No responsibility will be accepted for lost entries, delays or errors via the Internet or the registration of incorrect, incomplete or inaccurate information whether fault of the participant or by the malfunction of any equipment or technical problem or by any other technical or administrative error.
(vi) The decision of the judges is final and binding and no correspondence will be entered into.
(vii) Each month throughout the promotion, one winner will be selected at random from all entries.
(viii) The winner will be notified in writing, and prizes must be claimed within 28 days.
(ix) By participating in this prize draw you agree to allow the use of your name(s) and/or personal details for promotional use and publicity, without any compensation unless prohibited by law. Studio may also contact you with the latest offers and promotions. You may unsubscribe from these emails at any time.
(x) The promoter may offer this promotion across other catalogues and promotions.
(xi) The prize is subject to availability, and in the event of unforeseen circumstances, the Promoter reserves the right to offer an alternative prize of equal or greater value.
(xii) For prizes offered including day/weekend breaks and trips, please refer to the Virgin Experience Days website for full terms & conditions regarding the individual prizes. When entering the competition to win a Virgin Experience Day of your choice, you will be entitled to select from the Emerald Collection, which is subject to change.
(xiii) The free monthly prize draw starts on 1st January 2013, and the first winner will be selected on 1st February 2013. The closing date for each monthly prize draw will be the last Friday of each month on which a winner will also be drawn. The final draw closing date is 20th December 2013.
(xiv) The promoter is Express Gifts Limited, Church Bridge House, Henry Street, Accrington, Lancashire, BB5 4EE.
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Waste Electrical & Electronic Equipment (WEEE) Regulations
The Waste Electrical and Electronic Equipment (or WEEE) Regulations are now U.K. law. All European Member States including the U.K. have agreed to reduce the amount of WEEE that is being disposed of in landfill sites.
It is important that the amount of WEEE sent to landfill sites is reduced because:
- Some WEEE can be re-used or recycled. The amount of landfill space available in the UK is decreasing. If we can keep WEEE out of landfill sites it means there is more landfill space available for non-recyclable waste.
- WEEE can contain hazardous substances. When left in landfill sites the hazardous substances in WEEE can pollute soil and contaminate water supplies. This contamination can damage human health and the environment.
Distributors of new Electric and Electronic Equipment (or EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
Studio have "done our bit" by helping to fund the improvement of the UK's recycling network. This means that you can not return your WEEE to us for disposal. You can however return your WEEE to a local Civic Amenity site for free. To find your nearest site use the link below:
http://www.recycle-more.co.uk/banklocator/banklocator.aspx
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
Goods are marked with this symbol to show that they were produced after 13th August 2005, and
should be disposed of separately from normal household waste.
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The Battery Directive
As a responsible retailer we offer a used battery take back scheme. Please note used batteries cannot be posted but can be returned in person to our distribution depot:
Marlborough Mill
Ridgefield Street
Failsworth
M35 0HJ
or for information regarding collection points nearer to your home, use the link below:
http://www.recycle-more.co.uk/banklocator/banklocator.aspx
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Standard European Consumer Credit Information (SECCI) and Credit Agreement
We recommend that you read both the Explanation of Credit - PDF (new window) and the SECCI - PDF (new window) before you scroll through and read the Credit agreement.
Express Gifts Limited has the right to cancel the application or decline credit at any time before details of your credit limit are provided to you.
Credit Agreement regulated by the Consumer Credit Act 1974
This is an agreement for a running-account credit facility.
Parties to the agreement
This agreement is between Express Gifts Limited (trading as Studio), whose principal postal address is at Church Bridge House, Church, Accrington, Lancashire, BB5 4EE ("our/us/we") and you ("you").
Duration of the agreement
This agreement has no fixed duration.
Credit Limit
We will determine from time to time how much credit you may have under this agreement and will notify you of that amount. The amount of credit available to you may be advised on statements you receive and in other communications that may be sent to you.
How and when credit will be provided
The credit under this agreement is to be used by you to purchase goods/services from us from time to time.
Rate of interest
The rate of interest is variable and is calculated as follows: 2.0 pence in the £1 every 28 days (if you pay by direct debit) or 2.9 pence in the £1 every 28 days (if you pay by other methods). This equates to a per annum interest rate of 28.3% (if you pay by direct debit) or 40.7% (if you pay by other methods). We may change the rate of interest. We will tell you about any such changes by either notifying them in or with any invoice, statement, catalogue, or any other separate written notice. Changes will happen at least 7 days after we tell you about them or upon the expiry of such notice period as is required by law. Where any part of an outstanding balance shown on any statement ("Previous Statement") is brought forward to the next statement, we will add an amount of interest (“Service Charge”) to such brought forward balance, together with a pro-rata Service Charge in relation to any purchases added to the outstanding balance on your Previous Statement for the period between despatch of each item purchased and the date of the Previous Statement. A minimum Service Charge of £1 shall always apply. No Service Charge will be charged on any default sums. Provided that we receive payment of the entire balance by the date shown on the statement no Service Charge will be applied.
Total amount payable
Example credit limit of £300: If you make purchases up to the full amount of this credit limit, assuming that you repay your outstanding balance over a 12 month period by way of equal instalments (first instalment within 28 days) and that any interest rates remain the same throughout this period, the total charge for credit under this agreement will be £44.10p (if you pay by direct debit) and £64.55p (if you pay by other methods). The total amount payable will therefore be £344.10p (if you pay by direct debit) and £364.55p (if you pay by other methods).
APR
The APR is 29.5% (variable) (if you pay by direct debit) or 44.9% (variable) (if you pay by other methods). The assumptions used in this calculation are that you make purchases totalling £300 and that you repay your outstanding balance over a 12 month period by way of equal instalments (first instalment within 28 days). We have not taken into account any changes which we may make to our interest rates or any other charges which we may introduce or vary at any time by giving you notice.
Repayments
Every 28 days we will send you a statement showing your outstanding balance and the minimum payment amount payable by you within 21 days (from the date of the statement). The minimum payment amount will be 6% of your outstanding balance or £10 (whichever is the greater).
Allocation of payments
You hereby direct us and you agree that such direction is repeated at the time of making every payment, to allocate payment to the sums which make up your outstanding balance in the following order: 1. All default sums as charged and shown on your statements; 2. All interest charges as charged and shown on your statements; 3. All Payment Protection Plus Property premiums as charged and shown on your statements 4; All other financial service products supplied as charged and shown on your statements; 5. All purchases of goods and services shown on your statements; 6. All purchases of goods and services not yet shown on your statements.
Charges
If you make payments to us by credit card, debit card or any other payment card we may apply a card processing charge to your outstanding balance, which is equal to 1.5% of the amount of such payment. Any purchases made by you may be subject to compulsory postage and packing charges notified by us to you from time to time.
Late payment warning
Should you fail to make a payment or pay less than the minimum amount due by the specified date and we or someone acting for us have to remind you to make such payment, we reserve the right to charge you a default sum of up to £20 each time that we have to remind you.
Failing to make your minimum payments could result in us taking legal action against you. It could lead to you having to pay additional costs and make it more difficult for you to obtain credit in the future. If you are late in making payments to us, we may pass your details to an external debt collection agency who may chase and collect any late payments on our behalf.
Right of Withdrawal
You have a right to withdraw from this agreement without having to give us any reason. You have the right to give us this notice of withdrawal for a period of 14 days, such period beginning on the later of the day after the date on which this agreement is made or the day after the date on which we notify you of your credit limit. You are required to give us this notice of withdrawal by writing to us at Studio, Customer Care Department, Preston PR0 2BP or orally by phoning us on 0871 200 0378. Once you have notified us, you shall without delay and no later than 30 days after giving notice of withdrawal, repay any credit and accrued interest, using any of the payment methods detailed in the Information Point in our catalogue. We shall provide you with details of any accrued interest, at your request.
Early Repayment
You have a right to repay your outstanding balance (in full or in part) at any time, using any of the payment methods detailed in the Information Point in our catalogue.
Termination by the debtor
You can terminate this agreement at any time by writing to us at Studio, Customer Care Department, Preston PR0 2BP and by paying off your outstanding balance (in full) using any of the payment methods detailed in the Information Point in our catalogue.
Ombudsman scheme
If you have cause to make a complaint relating to our consumer credit activities you have the right to refer your complaint to the Financial Ombudsman Service.
Contractual terms and conditions
We may terminate or suspend your right to draw down credit if you breach the agreement. We also reserve the right to terminate or suspend your right to draw down credit for other reasons, for example, to prevent unauthorised or fraudulent use of credit.
We may change the terms of this agreement where we think it is necessary to reflect: 1. Changes in applicable laws or regulation; 2. Changes in our systems; 3. Changes in market conditions affecting our business; 4. New developments in products, technology or other changes in lending practices; 5. Additional, enhanced or revised product features; 6. New promotional offers; 7. Changes in your personal circumstances; 8. Changes which in our view effect your credit status. Changes will happen at least 7 days after we tell you about them.
Should you fail to make payments or pay less than the minimum amount due by the specified dates, we reserve the right to treat this failure as a material breach of your obligation to us, in which case we may ask for an immediate repayment of your entire outstanding balance in accordance with the Consumer Credit Act 1974. We also reserve the right to recover from you any other losses and reasonable costs we incur as a result of your default. These will include (but are not limited to) the costs of tracing you, notifying you of your default and enforcing payment of any amount due.
We may transfer to any other party any or all of our rights and duties under this agreement at any time (including, without limitation, our duty to provide credit to you). Your rights under this agreement and your legal rights (including those under the Consumer Credit Act 1974) will not be affected.
If any provisions of this agreement are found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
The Information Point pages in our catalogue contain specific terms and conditions relating to the goods or services which you purchase, the general operation of you account, and the processing of your personal data by us.
Supervisory Authority
The Office of Fair Trading of Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX is the supervisory authority under the Consumer Credit Act 1974.
For and on behalf of Express Gifts Limited
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About the Prizewise Service Agreement
1. Introduction
1.1 This Agreement is between Prizematic Limited (Company number 06546501) trading as Prizewise ("we", "us and "our") the provider of the service detailed in condition 5 below ("the Service") and you, the customer detailed in the welcome letter accompanying these terms and conditions ("you").
1.2 This Agreement is subject to the following terms and conditions.
2. Commencement
2.1 Whilst you have agreed to purchase the Service, this Agreement shall only commence seven (7) days after you have received your welcome letter from us. This delay will give you the opportunity to exercise your statutory right to cancel this Agreement, which is provided for under the Consumer Protection (Distance Selling) Regulations 2000.
2.2 If you do want to exercise your statutory rights to cancel this Agreement then you must contact us in writing at Prizewise, Preston, PR0 2BP or by email at prizewise@24studio.co.uk
3. Term
3.1 Once this Agreement has commenced, it shall continue for a period of one (1) year ("the Term").
3.2 Following expiry of the Term, this Agreement shall continue on a rolling 28 day basis ("Subsequent Term") unless and until terminated by you by providing written notice to us at Prizewise, Preston, PR0 2BP or by email at prizewise@24studio.co.uk. Such notice to be served at least 28 days prior to the expiry of the Term or any Subsequent Term.
4. Charges
4.1 The charges payable for the Service are specified in your welcome letter, together with details of how and when the charges will be collected from you.
4.2 We reserve the right to increase or decrease our charges from time to time. We will give you at least 28 days written notice before making any changes to our charges.
5. The Service
5.1 We will provide a research and entry service for you which comprises:
(a) research into, selection of, and submitting entries into, certain publicly accessible free prize draws and competitions from all of those that can be entered over the internet; and
(b) registering subscribers for such Internet-based prize draws and competitions respectively.
5.2 We will never enter you into prize draws or competitions that require payment to enter.
5.3 We shall in our absolute discretion decide, and you shall have no right to request, which free prize draws and competitions you are entered into or which free gifts you are offered.
5.4 Prize draws and competitions that we have entered you into last month are available to you on the website at www.prizewise.co.uk.
5.5 You acknowledge that the prize draws and competitions are organised by third parties and not by us. You further acknowledge that separate terms and conditions will apply to each prize draw and competition and that you will be required to comply fully with such terms and conditions for your entry into each prize draw or competition to be valid.
5.6 We will provide the Service using reasonable skill and care and in accordance with the terms of this Agreement.
6. Early Termination
6.1 During the Term or any Subsequent Term, we reserve the right to terminate this Agreement if:
(a) any charges remain outstanding for longer than two (2) months;
(b) you do not do what you are required to do under the terms and conditions of this Agreement;
(c) you become bankrupt or make any arrangement with creditors or go into liquidation or become subject to an administration order or a receiver is appointed over any of your assets.
7. Data Protection
7.1 You authorise us (or our sub-contractors) as your agent to enter you into free prize draws and/or competitions on your behalf. In doing so, we (or our sub-contractors) will disclose your personal data to third party promoters, which you consent to allow us to do.
7.2 In entering you into free prize draws and/or competitions, we will use our reasonable endeavours to protect your personal data from being misused by the third party promoters.
7.3 We will process your personal data in accordance with our data protection statement, which can be accessed at: http://www.prizewise.co.uk/privacy.php
8. General
8.1 This agreement is conditional upon you being at least 18 years old and being resident in the United Kingdom of Great Britain and Northern Ireland.
8.2 If you are acting as a consumer, these terms and conditions shall not affect any of your statutory rights.
8.3 We may assign this Agreement or any part of it to any third party. You shall not be entitled to assign this Agreement or any part of it without our prior written consent.
8.4 These terms and conditions represent the entire agreement between us and you to the exclusion of all other terms and conditions including those which are shown on our website.
8.5 This Agreement shall be governed by English law and the parties submit to the exclusive jurisdiction of the English courts.
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About The Clearance Countdown Discount Club Service Agreement
1. Introduction
1.1 This Agreement is between Express Gifts Ltd (Registered No. 718151) trading as The Clearance Countdown Discount Club ("we", "us and "our") the provider of the service detailed in condition 5 below ("the Service") and you, the customer detailed in the welcome letter accompanying these terms and conditions ("you").
1.2 This Agreement is subject to the following terms and conditions.
2. Commencement
2.1 Whilst you have agreed to purchase the Service, this Agreement shall only commence seven (7) days after you have received your welcome letter from us. This delay will give you the opportunity to exercise your statutory right to cancel this Agreement, which is provided for under the Consumer Protection (Distance Selling) Regulations 2000.
3. Cancellation
3.1 If you do want to exercise your statutory rights to cancel this Agreement then you can contact us in writing at The Clearance Club, Preston, PR0 2BP, by email at clearanceclub@24studio.co.uk, or by telephone on 0871 200 0378.
4. Term
4.1 Once this Agreement has commenced it shall continue on a rolling 28 day basis ("the Term") unless and until terminated by you by providing written notice to us as stated above under Cancellation 3.1; or by Express Gifts Ltd as stated below under Suspension / Early Termination. Such notice to be served at least 28 days prior to the expiry of the Term.
5. Charges
5.1 The charges payable for the Service are specified in your welcome letter, together with details of how and when the charges will be collected from you.
5.2 We reserve the right to increase or decrease our charges from time to time. We will give you at least 28 days written notice before making any changes to our charges.
6. The Service
6.1 We will provide a service whereby all items ordered online only from the Clearance Countdown leaflets and/or the Clearance Countdown category of the website will be subject to an additional 10% discount from the price quoted.
6.2 We will provide the Service using reasonable skill and care and in accordance with the terms of this Agreement.
7. Suspension / Early Termination
7.1 During the Term, we reserve the right to suspend or terminate this Agreement if:
(a) any charges remain outstanding for longer than four (4) weeks;
(b) you become bankrupt.
8. Data Protection
8.1 We will process your personal data in accordance with our data protection statement.
9. General
9.1 This agreement is conditional upon you being at least 18 years old and being resident in the United Kingdom of Great Britain, Northern Ireland and also applies to all BFPO addresses.
9.2 If you are acting as a consumer, these terms and conditions shall not affect any of your statutory rights.
9.3 We may assign this Agreement or any part of it to any third party. You shall not be entitled to assign this Agreement or any part of it without our prior written consent.
9.4 These terms and conditions represent the entire agreement between us and you to the exclusion of all other terms and conditions including those which are shown on our website.
9.5 This Agreement shall be governed by English law and the parties submit to the exclusive jurisdiction of the English courts.
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