Our terms of business

Updated: 03/07/2017

§1 Introduction

In these Terms of Business, “we”, “us”, “our” and “By Miles” means By Miles Limited. Our registered office is at Oriel House, 2-8 Oriel Road, Bootle, L20 7EP.

You can contact us:

§1 Governing law and jurisdiction

These Terms of Business are subject to English Law and the jurisdiction of the English Courts. We will use the English language for all communications.

§1 Accepting our Terms of Business

The purpose of this agreement is to set out our professional relationship and detail the services we will provide to you. For your own benefit and protection, you should read all these terms carefully.

By asking us to quote for, arrange or handle your insurance and perform other ancillary services, you are providing your agreement to be bound by these Terms of Business. If you do not agree to any part of these terms, please tell us.

§1 Who regulates us?

By Miles Ltd is authorised and regulated by the Financial Conduct Authority (FCA). Our Financial Services Register number is 773046.

You may check this on the Financial Services Register by visiting the FCA’s website, (www.fsa.gov.uk/register/) or by contacting the FCA on 0800 111 6768.

Our permitted business is introducing, advising, arranging, dealing as agent, assisting in the administration of non-investment insurance contracts.

§1 Our service

We source and arrange products but do not offer advice or make recommendations when arranging your insurance. However, we will ask questions to narrow down the selection of products on which we will provide details; you will then need to make your own choice about how to proceed and your own decision on the suitability of the products to meet your demands and needs.

We can act both as agent of insurer, and on behalf of you, the customer. One way that we act as an agent of the insurer is in handling customers’ money. We only offer products from a limited number of insurers. You may ask us for a list of the insurers we deal with.

We regularly assess the financial strength of the Insurance Companies and other intermediaries that we deal with. The process usually involves general observation of the financial ratings applied by independent rating agencies such as Standard & Poor's and A M Best published with other readily available information within industry guides, newsletters and press releases. Whilst we take care to deal with companies that maintain reasonable solvency margins, we cannot guarantee their financial ability to pay claims.

§1 If you have a Complaint

It’s our aim to always provide you with a high level of customer service. However if you are not satisfied, please contact us. The best way to contact us is by e-mail, but you can also contact us by letter:

Email address:

Postal address: Customer Relations, By Miles Ltd, Shepherds Building Central, Charecroft Way, London, W14 0EE

If you are still not satisfied with the way we deal with your complaint, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS) (www.financial-ombudsman.org.uk)

Email address:

Postal address: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E149SR.

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and the circumstances of the claim.

Further information about compensation scheme arrangements is available from the FSCS (www.fscs.org.uk).

§1 Payment for our services and handling money

We normally receive commission from the insurance and product providers where we place your business. In addition we make a charge of £X Telematics fee to cover the initial cost of the Miles Tracker.

You are entitled to request information about commission received by us in the handling of your insurance. If you want this information, please contact us.

We act as agents of the insurer in collecting premiums and handling refunds due to clients. Such monies are deemed to be held by the insurer(s) with which your insurance is arranged.

In the event that you do not pay any balances due to us and we have to appoint a debt recovery agent please note that they may charge you an additional fee for their service.

§1 Your Demands and Needs

Car Insurance

During the application process you will have been asked to indicate the type of cover you were looking for. We send that request out to our insurer(s) who return quotes based on that request or as near as they can get. Please note that some providers may return a quote with a higher voluntary excess if they cannot match your request. Our car insurance meets the demands and needs of someone who wants to insure against third party liability following a road accident. If you also asked for cover for either fire, theft or comprehensive insurance then the motor policy will also meet the needs of someone wanting to insure the cost of repairing or replacing some damage to their vehicle. That damage cost would need to be above the excess limit and arise from the risks you selected to insure.

Breakdown Cover

During the application process you will have been asked to indicate the type of cover you were looking for. We send that request out to brokers and insurers who return quotes based on that request or as near as they can get. Breakdown cover meets the needs of those who want to protect themselves against the cost of an unexpected vehicle breakdown. Policies vary in cover given and there may be limitations for certain types of vehicle or vehicle usage. Not all breakdown cover is written as an insurance contract or a regulated insurance contract.

§1 Cancellation

You have the right to cancel your insurance policy within 14 days of taking it out or renewing it (or within 14 days of receiving the policy documents or renewal schedule, if later), without giving a reason. We are only able to cancel a policy from the date of receiving the request.

For car insurance, you will only be charged for insurance used: any miles driven and a pro-rata amount of your monthly fixed rate.

If you have not made a claim. you will be eligible to receive a refund of your telematics fee if the Miles Tracker is returned in good condition.

§1 Ending your relationship with us

You may cancel this agreement at any time, subject to your immediate settlement of any outstanding premiums and fees. However your insurance policy will be terminated if you do so.

In circumstances where we feel we cannot continue providing services to you, we will give you a minimum of 7 days notice. Valid reasons may include but are not limited to non-payment of premium or fees, commission clawback by insurers where instructions are given to another party to handle the customer’s insurance(s), failure to provide requested documentation or information, deliberate failure to comply with terms set out within the ToB or insurer’s documentation, deliberate misrepresentation or non-disclosure or attempted fraud, use of threatening or abusive behaviour or language, or intimidation or bullying of our staff or suppliers.

§1 Your responsibilities

You are responsible for answering any questions in relation to any proposal for insurance cover honestly and to the best of your knowledge, providing complete and accurate information which insurers will require. This also applies to your responses in relation to any assumptions you may agree to in the process of applying for insurance cover. This is particularly important before taking out a policy but also at renewal or of if you make a mid-term amendment to your policy.

If you fail to disclose information, or misrepresent any fact which may influence the insurer’s decision to accept the risk or the terms offered, this could invalidate the policy and mean that claims may not be paid.

It is important that you read and check all insurance documents issued to you and ensure that you are aware of the cover, limits and other terms that apply. Particular attention must be paid to any warranties and conditions as failure to comply with them could invalidate your policy or mean that claims may not be paid.

You must inform us immediately of any changes in circumstances which may affect the services provided by us or the cover provided by your policy.

§1 Confidentiality and Data Protection

We will process any personal information we obtain in the course of providing our services to you in accordance with the Data Protection Act 1998 and in line with our Privacy Policy. We will treat all information as private and confidential even when you are no longer a customer, and only share information when there is a regulatory or legal requirement.

Some of the details you may be asked to give us, such as information about offences or medical conditions, are defined by the Act as sensitive personal data. By giving us such information, you signify your consent to its being processed by us in arranging and administering your insurances.

Subject to certain exceptions, you are be entitled to have access to a copy of any personally identifiable information about you that we hold in our records and you can obtain this information by writing to us.

We will, in addition use information for marketing similar products or services by us and carefully selected companies by email. If you do not want us to use your information in this way, please let us know.

§1 Credit checks

We, and other firms involved in arranging your insurance may use public and personal data from a variety of sources, including a credit search to check identity and assess your credit score. This process usually involves a 'soft' check that is still visible on your credit report, but these do not affect your rating. When potential lenders check your credit report, they will not see the soft inquiries. If you have any questions about this or any other matter, please do not hesitate to contact us.

§1 Claims handling arrangements

You should take note of the required procedures in the event of a claim, which will be explained in the policy documentation. Generally, insurers require immediate notification of a claim or circumstances which might lead to a claim. We will employ due care and skill if we act on your behalf in respect of a claim.

§1 Conflicts of Interest

Occasions can arise where we, or one of our associated companies, clients or product providers, may have a potential conflict of interest with business being transacted for you. If this happens, and we become aware that a potential conflict exists, we will write to you and obtain your consent before we carry out your instructions and we will detail the steps we will take to ensure fair treatment.

§1 Treating you fairly

We aim to treat you fairly at all times and the fair treatment of customers is central to our culture. We recognise that people have different needs and aim to constantly improve and develop our services to ensure that all our customer’s receive good outcomes when dealing with us. If you have any suggestions on improvements or would like to tell us about something you like or don’t like about us please get in touch.