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Important information

Registered Address

The Co-operative Insurance and The Co-operative Investments are brand names used by Co-operative Insurance Society Limited, its subsidiary companies and CIS General Insurance Limited.

The following are authorised and regulated by the Financial Services Authority:
Co-operative Insurance Society Limited registered number 3615R.
CIS General Insurance Limited registered number 29999R.
CIS Unit Managers Limited registered number 2369965.
CIS Policyholder Services Limited registered number 3390839

Each member of the CFS marketing group listed above is registered in England and Wales and has its registered office at Miller Street, Manchester M60 0AL

The Co-operative Insurance and The Co-operative Investments are brand names used by Co-operative Insurance Society Limited, and it's sister entity companies and CIS General Insurance Limited respectively.

Privacy

We understand that when you're entrusting your money to a company, you want to be sure that it's completely honest and scrupulous. That's why we're as open as possible about our company and our sister-companies.
In this section, you can find out what we do with your personal information - all the details you entrust to us about you and your life. And we'll also provide you with information about the regulatory bodies that cover the various aspects of our business. Plus, for further peace-of-mind and security, please read the Co-operative Insurance complaints policy to provide you with everything you'll need in the event of a dispute or problem.

For more information call our Central Customer Relations Unit on: 0845 3000 374 Calls to 0845 numbers will cost no more than 4p per minute for BT customers. Call charges from other companies may vary and you may want to check this with your service provider.

Personal Information

Data protection legislation requires us to inform you about the ways in which your personal information will be used and when it will be disclosed. That way you can be assured we are using your personal information in a responsible manner.

Use of customer information

We treat all personal information as confidential. We will use personal information we hold about you primarily for processing the business you have applied for or for answering any queries you may have. In some circumstances, personal information may be used in relation to other business with us.
We will also use personal information for research and marketing purposes. We may buy lists or details from time to time from other reputable organisations. In addition, sometimes we may record information about you to help us identify other products that may be of interest to you.
Generally we will assume that if we have made available details of proposed uses of information, and you proceed to provide personal information, then you consent to those uses. However, in some circumstances we will ask you to confirm that you consent to certain uses of information. This is usually because the law or industry codes of practice require us to ask for your specific consent.
You might need to give us information about other individuals in connection with your business with The Co-operative Insurance. In this case, you should check that they agree to information being supplied to us and to the uses outlined. Unless they are under the age of 18, in which case we will assume you are acting on their behalf.

Cookies

The Co-operative Insurance uses cookies. We do this to:

  • Check which browser and Internet service provider you use so we can make sure our services work well on your PC monitor traffic on our website
  • form part of our security process where appropriate. Where a cookie is part of a security process the process will not be allowed to continue if cookies are disabled on your browser.

Our policy on cookies is that we do not pass on, or sell on, details to any other company. Your details are completely confidential.

Disclosure of your personal information

We never sell lists of our customers to outside organisations. However, we may disclose details to any CIS subsidiary companies or the Co-operative Family of Businesses so as to identify products and services that may be of interest to you. In addition, there are some circumstances under which we may need to disclose information about you to outside organisations. These include:

  • If you take out any kind of cover and we wish to take out reinsurance, we may need to pass on your details to the reinsurance company. We will do so only on the understanding that they treat it as confidential.
    • for pension products we may need to disclose your personal information to government agencies, other schemes and employers.
    • for ISA products we may need to disclose your personal information to government agencies.
    • if you take out home, contents or motor products or other general insurance with us we will give you full details of the circumstances where we may require to disclose your personal information.
    • if you apply for a mortgage through us we will tell you about the disclosures that may need to be made in the course of processing applications and managing accounts.
    • in rare circumstances, where we lose contact with a customer due to changes of address, we may pass personal information to the Unclaimed Assets Register, which, on payment of a fee, individuals or their representatives may approach for the purpose of checking entitlement.
    • there may be other circumstances where we are obliged by law to reveal personal information, for example to the Financial Services Authority.

Our Relationship with The Co-operative Bank

The CIS operates closely with our sister company the Co-operative Bank plc which is a marketing group associate.

Future contact

Unless you tell us otherwise, we may contact you to give you details of our products. However, you have the right to opt-out of being contacted for marketing purposes, in which case:

  • Ring our Customer Contact Centre on 08457 46 46 46
    • or
  • write to Compliance Department, Co-operative Insurance Society Limited, Miller Street, Manchester, M60 0AL.

Your right to see the information we hold about you

You are entitled, for a small fee, to see the personal information we hold about you. If any of the personal information we hold is inaccurate you may ask us, to correct it. Write to Compliance Department, Co-operative Insurance Society Limited, Miller Street, Manchester, M60 0AL.

Further information

If you want more information about Data Protection and your rights, contact the Office of the Information Commissioner.
For details click here: www.informationcommissioner.gov.uk

Call Charges & Information

Calls to 0845 numbers will cost no more than 4p per minute for BT customers. Call charges from other companies may vary and you may want to check this with your service provider.

Calls to 0870 numbers will cost no more than 8p per minute for BT customers. Call charges from other companies may vary and you may want to check this with your service provider.

Calls to 0800 numbers are free from a UK landline, mobile costs may vary. You may wish to check this with your mobile provider.

Calls may be monitored or recorded for security and training purposes.

Our disclaimer

We are the owner or the licensee of all intellectual property rights in our site and in all the material published on it. These rights are protected by laws and treaties around the world, including copyright and trademark laws. You have no right to use such materials or intellectual property rights except as provided in these terms.

You may print one copy of, and may download one extract from, each page of our site for your personal reference.

In addition, information expressly made available for download on our site may be downloaded (and printed, if required) in full a reasonable number of times. These downloads may be used for your personal reference and circulated to others within your organisation (if any). You may also circulate these downloads, where we indicate they are suitable, to your clients.

You must not remove any indications of ownership from any printed copies or downloads that came from our site under any circumstances. Where no such indications exist, our status (and that of any identified contributors) as the authors of material on our site must always be acknowledged.

You may not post any copies or downloads that came from our site on any networked computer, or publish them to any media, or modify them in any way, or make any statements or undertake any actions in relation to them (including as to their accuracy) which could result in legal liability for us.

"CIS Unit Managers Limited", "The Co-operative Investments", "Sustainable Leaders Trust" and "CIS Sustainable Leaders Trust" are trade marks of Co-operative Financial Services Limited and its subsidiaries. "The Co-operative Group" is a trademark of Co-operative Group (CWS) Limited and is used under licence. Except where permitted by applicable law, these terms, or otherwise set out in our site, you may not use such trademarks without the prior written permission of Co-operative Financial Services Limited.

The information contained in our site has been published in good faith and with the aim of ensuring its accuracy, but in certain cases it may be incomplete, out of date or incorrect. In particular, all prices quoted on our site are updated periodically, but may be out of date or inaccurate as at the time you view them and should be treated as being indicative only.

If we become aware of any material inaccuracies in the information in our site, we will use reasonable efforts to correct the same.

Regulators and non-UK mainland residents

For your added protection, all of our services are covered by independent regulatory bodies. They make sure we aren't doing anything wrong and you aren't being overcharged or undervalued. Motor Insurance, Home Insurance, Life Assurance, Pensions, and Savings & Investments are all covered by the Financial Services Authority (FSA).

Should you be purchasing a Co-operative Insurance product in the Channel Islands or Isle of Man, it will be covered by different regulatory bodies to mainland UK.
Each of these regulatory bodies is available via the Internet by simply clicking the relevant link below:

Guernsey
Guernsey Financial Services Commission: http://www.gfsc.gg/

Jersey
Jersey Financial Services Commission: http://www.jerseyfsc.org/

Isle of Man
The Isle of Man Financial Supervision Commission: http://www.gov.im/fsc/
The Isle of Man Insurance and Pensions Authority: http://www.gov.im/ipa/

Mainland UK
The Financial Services Authority http://www.fsa.gov.uk

Complaints Policy

Here at CIS, we take complaints very seriously. If something goes wrong, we like to know so we can make sure it never happens again.
That's why we promise to:

  • deal fairly and promptly with all complaints
  • try to resolve complaints straight away, where possible
  • respond to you in writing once our investigations are complete
  • keep you informed of our progress in writing

If you feel you need to make a complaint, it's usually best to contact the person you've been dealing with. They should be able to help sort through any problems that have occurred.
You can also contact the manager of the person, or speak to your Financial Adviser. Alternatively, you can get in touch with our Central Customer Relations Unit in a number of ways:

  • call on 0845 300 03 74
  • or write to:

Central Customer Relations Unit
CIS
Miller Street
Manchester
M60 0AL

For more information about how we handle complaints, please feel free to download our Complaints Leaflet in PDF format.
And if your complaint is not resolved within eight weeks, or it is resolved, but not to your satisfaction, you can complain directly to the Financial Ombudsman Service at:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Or you can call them on 0845 080 18 00

The Co-operative Insurance complaints procedures apply to the products and services provided by or on behalf of CIS General Insurance Ltd, CIS Unit Managers Limited, CIS Policyholder Services Limited, CIS Mortgage Maker Limited and any other subsidiary company from time to time operating under the CIS name. Calls to 0845 numbers will cost no more than 4p per minute for BT customers. Call charges from other companies may vary and you may want to check this with your service provider.

Accessibility

We are keen to ensure that all our customers receive the same high level of service. Customers have a number of ways in which they can access our services; so you can choose the most convenient way for you.

We are always keen to find different ways to improve our services. If you have any comments or questions on the services we provide please contact the Customer Relations Unit on 0845 3000 374, email cis.complaints@cis.co.uk or write to:

Central Customer Relations Unit,
Co-operative Insurance,
Miller Street,
Manchester,
M60 0AL.

Communication

Co-operative Insurance Financial Advisers

Our Co-operative Insurance Financial Advisers can provide appropriate home service for all our customers, regardless of disability.

Telephone services

The Co-operative Insurance Customer Contact Centre can provide quotes for:

  • Motor Insurance
  • Home Insurance
  • Mortgages

In addition, the Customer Contact Centre can arrange a meeting with a Co-operative Insurance Financial Adviser at a time to suit you. Call 08457 464646* (voice) or 08000 684244 (textphone) to speak to one of our advisers.

Textphone
A textphone is a communication device which operates over a standard telephone line. By using a keyboard, the user can type a message or respond to a message and send it via the telephone line. Customers can access a textphone by telephoning 08000 684244. This is available 8am to 8pm Monday to Friday and 8am to 5pm Saturday. Our Motor Insurance offers a 24-hour minicom service for customers reporting accidents or breakdowns on the normal RoadRescue number 08000 929069.

Typetalk
Typetalk is a service run by the RNID. It enables a textphone user to communicate with a standard telephone user by using a trained operator to assist on a call. The operator will read out messages typed by a textphone user to a hearing person and then type in the hearing person’s responses for the textphone user. This is done confidentially, with operators bound under the Official Secrets Act and the Telecommunications Act so is suitable for the discussion of financial services needs. The Data Protection Act sets out rules for making use of personal information held on people which RNID Typetalk must follow.
Further information about Typetalk can be accessed via the Typetalk helpline 0800 7311 888 (voice), 0800 500 888 (textphone) or email helpline@rnid-typetalk.org.uk. The helpline is open Monday to Friday 8am to 8pm and Saturday and Sunday 9am to 5pm.

Literature

Alternative formats

We aim to provide information to our customers in the most suitable format for you. We can provide all of our documents and literature in a range of formats, the most common of which are listed below. It can take up to two weeks to provide a document in a different format but some of the most common literature is kept in stock.
Large print documents – in a variety of different font sizes.
Braille documents – in Braille One and Two.
Audio tape – a transcription of any document provided on audio tape.
Contact your Financial Adviser or the Customer Contact Centre on 08457 464646* (voice) or 08000 684244 (textphone) to order documents in an alternative format. Calls to 0845 numbers will cost no more than 4p per minute for BT customers. Call charges from other companies may vary and you may want to check this with your service provider.

*Calls may be monitored or recorded for security and training purposes.

email security

For your additional peace of mind, every marketing customer e-mail sent by us, will include the last part of your postcode as it appears on your Co-operative Bank statement or Co-operative Insurance policy documentation.

What is Social Bookmarking?

The term Social Bookmarking is used to describe websites designed to store and share bookmarks on the web, instead of the Bookmarks or Favourites area of your web browser.

By sharing bookmarks, you can ensure other web users are introduced to the content you have found to be interesting, informative or useful. Social Bookmarking sites such as Digg, Delicious and Reddit represent communites of web users by listing these shared articles and news stories from across the internet.

At The Co-operative Bank we are very interested in the emerging web communities, and see this as an opportunity to introduce new audiences to our knowledge, particularly on ethical issues. This is why we now provide links to Social Bookmarking websites in the right-hand column of some of the pages in our Ethics section.

To share our pages with a Social Bookmarking website:

  1. Click one of the links on the Social Bookmarking panel, in the right-hand column. You will then see the Submit page of the Social Bookmarking website.
  2. If you have not visited the site before, you will be prompted to Register. Simply fill in the Username and Password boxes before clicking the OK button.
  3. If you are already registered, you may be prompted to Login to your account. If so, enter your Username and Password before clicking the OK button.
  4. When you have been informed of your successful submission to the site, close the window to return to The Co-operative Bank website.