Client Agreement
Commencement
These terms of business will come into force with immediate effect
Our Services

We will act on your behalf for the purposes of arranging and advising on pure protection, mortgages and general insurance.

We may also advise on products and services which are not regulated by the Financial Services Authority.  We will tell you where this is the case.

Unless agreed otherwise in writing we will not be obliged to review in the future any product or policy that we have arranged for you.

We are an appointed representative of TenetLime Ltd, which is authorised and regulated by the Financial Services Authority (FSA). The FSA is the independent regulator of financial services in the United Kingdom.  TenetLime Ltd is entered on the FSA register (www.fsa.gov.uk/register) under reference 311266.  Their address is:

TenetLime Ltd
Network House
Lister Hill
Horsforth
Leeds
LS18 5AZ
Tel: 01132 390011

TenetLime Ltd is a wholly owned subsidiary of Tenet Group Limited which is a leading distributor of financial products and services in the UK. Norwich Union Life and Friends Provident Life & Pensions Ltd each own 21%, the Standard Life Assurance Company owns 23% and AEGON Distribution Holdings Ltd owns 20% of the capital of Tenet Group Ltd.

 

How we charge you for our services

You have the option to pay for our services by way of a fee, in which case the method of calculation will be agreed with you before we carry out any chargeable work.  Alternatively we may be paid commission on a product we arrange.  We will tell you how much commission we receive.

We will provide you with further details about the cost of our services separately.

We will tell you if you have to pay VAT.  It is possible that other costs, including taxes (e.g. stamp duty) related to the business we arrange, may arise.  These costs will not be paid by our firm but borne by you.

If you choose to pay for our services by commission and we are subsequently obliged to refund the commission paid to us, we reserve the right to charge you the amount refunded without the need for a separate fee agreement.  This will not apply where you exercise your statutory right to cancel the contract.   

Certain product providers make payments to Tenet Group Limited, the parent company of TenetLime Ltd, in relation to commercial services provided to them. None of these payments relates to volumes of business placed with the product providers or are attributed to individual transactions.

If we receive any other form of benefit in connection with our services to you we will disclose this to you.

 

Your Protection

We prefer instructions to be in writing.  If instructions are given orally they should also be confirmed in writing.  We may refuse at our discretion to accept certain instructions, although such discretion will not be exercised unreasonably.

Except in respect to settlement of our invoices for agreed fees, cheques should be made payable to the product providers only.  We do not accept cash payment. 

We will normally register all products and/or investments in your name unless otherwise instructed in writing.  In certain circumstances products and/or investments may be registered in the name of a nominee company, for ease of administration, although you will remain the beneficial owner of those products and/or investments.

If we become aware that our interests, or those of another client, conflicts with your interests, we will inform you in writing and obtain your consent prior to proceeding with your instructions.

 

Risk Warnings

We will communicate appropriate risk warnings prior to providing products or services.  These are for your benefit as you should understand any risks before making an investment.

Complaints and Compensation

If you wish to make a complaint, please contact us either:

In writing: Dispute Resolution Department, TenetLime Ltd, Network House, Lister Hill, Horsforth, Leeds, LS18 5AZ; or
by email: Disputes@tenetgroup.co.uk; or
by telephone: 0113 2390011.

Our written complaints procedure is available upon request.  If we cannot settle your complaint, you may be entitled to refer it to the Financial Ombudsman Service (FOS). Further information about the FOS is available from their website www.financial-ombudsman.org.uk. If we cannot meet our obligations you may be entitled to compensation from the Financial Services Compensation Scheme.  This depends on the type of business and the circumstances of the claim.

Deposit business is covered up to a maximum level of compensation of £50,000.

Insurance business may be covered for all of the first £2,000 and 90% of the remainder of the claim, without any upper limit.  For compulsory classes of insurance (e.g. motor or employers liability insurance), advising and arranging is covered for 100% of the claim, without any upper limit.

Mortgage services may be covered for all of the first £30,000 and 90% of the next £20,000 so the maximum compensation is £48,000. 

Further information about the FSCS is available from their website www.fscs.org.uk.

 

Termination
This client agreement may be terminated at any time, by either party.  Notice of termination must be given in writing and will take effect immediately upon receipt.  Termination will be without prejudice to the completion of transactions already commenced on your behalf or any rights or obligations already arising.  You would be expected to pay for any costs incurred up to the date of termination or a due proportion of any fees previously agreed.
Data Protection

Collection of data:

In order to provide you with products and services we need to gather personal and financial information about you. This includes information obtained from you or third parties, such as employers and credit reference agencies, fraud prevention agencies or other organisations.  This may include sensitive information about racial or ethnic group, physical or mental health, sexual life, criminal proceedings and offences. 

Access:

You have the right to access information we hold about you.  You can access a copy of these records by contacting us or alternatively TenetLime Ltd Data Protection Officer.  Contact details are as follows:

Data Protection Officer
TenetLime Ltd
Network House
Lister Hill
Horsforth
Leeds
LS18 5AZ
Telephone Number: 0113 239 0011

We are entitled to charge a fee for this service of up to £10.  If any of the information we hold is incomplete or inaccurate please tell us and we will correct it.

Use of data:

Personal information will be passed to TenetLime Ltd for compliance and monitoring purposes.  Information may be passed to other financial firms in the course of providing services.  We may provide information to our regulators and their successors.  We may also provide information to our auditors, TenetLime Ltd, professional advisers, and other firms within the Tenet Group.

 

We shall disclose information to relevant authorities where we are required to do so by law.

We are legally obliged to verify the identity of our customers and retain these records. 

We will retain records after our business relationship has ended for legal and regulatory purposes

 

Rights of third parties
These terms of business exclude any rights which may be conferred upon third parties by the Contracts (Rights of Third Parties) Act 1999.
Jurisdiction
This agreement is governed by English Law and the parties of this agreement hereby submit to the exclusive jurisdiction of the English Courts.