Important Notice
Please read this document carefully. It sets out how we operate as an insurance intermediary. By instructing us to arrange insurance on your behalf, you confirm your acceptance of these terms.
This is a summary of our Terms of Business Agreement. The full version is available here:
This summary should be read alongside our full Terms of Business Agreement, which takes precedence in the event of any inconsistency.
About Our Firm & Regulation
Crossroads Insurance Services is a trading name of Yusuf Hasan, Terence Edward Attew & Raghib Sitki (Partnership). Our principal place of business is 133 Tottenham Lane, Crouch End, London, N8 9BJ.
We are authorised and regulated by the Financial Conduct Authority (FCA). Our Firm Reference Number is 306654. You can verify this on the FCA Register at https://register.fca.org.uk or by calling 0800 111 6768.
We act as an insurance intermediary and not as an insurer or underwriter.
We are permitted to arrange, advise on, deal in, and assist in the administration of general insurance contracts, as well as provide credit broking services.
Our Service
We are an independent insurance intermediary. In most cases we act on your behalf as your agent.
We will confirm to you whether we are acting on a non-advised basis or providing a personal recommendation before you proceed.
In some circumstances, we may act for insurers under delegated authority, and where this applies we will inform you.
Where we act under a delegated authority, we may act on behalf of the insurer rather than you.
We may provide:
We will always confirm whether a personal recommendation is being made or whether you are making your own decision based on the information provided.
Charges, Fees & Remuneration
In most cases, we are remunerated by commission from the insurer. In some circumstances, we may charge a fee instead of, or in addition to, commission. Where this applies, we will confirm this to you in writing before you commit to purchasing or renewing your policy.
We will always disclose all fees and charges before you commit to purchase or renewal.
Our charges are structured and may vary depending on the type of insurance, level of service required, and the complexity of the work involved. All fees are subject to the limits set out in our standard charging structure below and are designed to be fair, reasonable, and proportionate to the service provided.
Where additional work is required (for example, due to significant changes in risk, complex placements, or substantial claims support), we may apply an additional fee. Any such fee will always be agreed with you in advance.
Standard Charges Consumer (including IPT where applicable)
Standard Charges Commercial (including IPT where applicable)
We reserve the right to retain commission and/or fees in the event of cancellation to reflect services already provided. For Commercial Customers, this may be up to the full amount we would have received had the policy run its full term; for Consumer Customers, any retention will be strictly proportionate to the time on risk, ensuring fair value outcomes.
Where we arrange low or non-commission products, we may charge an arrangement fee not exceeding 20% of the premium for Commercial Customers, or up to 10% of the premium for Consumer Customers.
Return Premiums (usually arising if a risk is reduced or a policy is cancelled) are subject to insurer terms and conditions.
Where a return premium is due on a Commercial policy, we will repay any commission received to the insurer and this will normally be deducted from the amount refunded to you. For Consumer policies, any return premium adjustments will be processed in accordance with regulatory fair value principles.
If your policy is cancelled or amended mid-term, any return premium will be calculated in accordance with insurer terms and may be subject to time-on-risk charges, insurer cancellation terms, and our administration charges.
No cancellation refunds apply to policies of 30 days or less, unless otherwise stated by the insurer.
Short-term policies (including 3-month policies) may not be eligible for refund unless cancelled within any applicable cooling-off period, where provided by the insurer.
Any cooling-off rights are subject to insurer terms and may not apply to certain commercial or short-term policies.
Full cancellation terms are set out in your policy documentation.
What to do if you have a complaint?
We are committed to providing a high standard of service. If you are unhappy with any aspect of our service, please contact us:
By telephone: 020 8374 9331
By email: info@crossroadsinsurance.co.uk
In writing: Complaints Department, Crossroads Insurance Services, 133 Tottenham Lane, Crouch End, London, N8 9BJ
If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer it to the Financial Ombudsman Service (FOS).
We will acknowledge your complaint promptly and keep you informed of progress.
We will provide full details of how to escalate your complaint at the time of our response.
Financial Services Compensation Scheme (FSCS)
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we are unable to meet our financial obligations.
The FSCS only covers eligible business and certain types of insurance arrangements.
This depends on the type of insurance and the circumstances of the claim.
For compulsory insurance (such as motor insurance), insurance advising and arranging is covered for 100% of the claim, without upper limit.
For other types of insurance, advising and arranging is covered for 90% of the claim, with no upper limit.
Further information is available from the FSCS at https://www.fscs.org.uk
