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Terms and Conditions

Adelphi Insurance Brokers Limited Terms of Business

Our Company

Adelphi Insurance Brokers Limited is a trading company of Adelphi Holdings (UK) Limited. Head office: Wellington House, Waterloo Street West, Macclesfield, England, SK11 6PJ. Telephone Number 01625 562389 Email [email protected]. Website www.adelphiinsurance.co.uk.

The Financial Conduct Authority

We are regulated and authorised by the Financial Conduct Authority (FCA) under reference number 594620. We are permitted to arrange, advise on and help in the administration of general insurance contracts. This can be verified at www.fca.co.uk or by contacting the FCA on 0800 111 6768.


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 obligations. This depends on the type of business and the circumstances of the claim. Further information about the compensation arrangements is available from the FSCS at www.fscs.org.uk

Client Money

Client money is money that we receive and hold on your behalf during the course of our relationship with you. The FCA have imposed strict rules to protect your money, should we fail or we are unable to transfer monies from you to your Insurer, or to you from your Insurer in the event of a claim. The FCA require us to hold client money separate from our own. If we hold monies in our client bank account any interest earned will be retained by us.

If we use another intermediary to place your insurance, we may need to transfer your money to that party but we remain responsible for your money until the Insurer receives it. The terms of agreement may vary between insurers and in some cases we may not act as an agent for a particular Insurer. If this occurs, we will contact you and ensure your premium is processed in accordance with the FCA rules.

What services and products do we provide?

We will act for you independently as an insurance intermediary and as such have access to a variety of general insurance products, some of which may be exclusive to us.

We regularly review the insurers with whom we place business to ensure that their products and service meet your requirements.

We will negotiate terms on your behalf with Insurers, and provide you with sufficient information so you can make an informed decision; including arranging cover and help with mid term changes.

We will normally act on your behalf in arranging your insurance requirements. However, in some circumstances we may act for or owe a duty of care to other parties such as Insurers.

In some cases we may arrange exclusive products. These will not be available to you through any other intermediaries.

What you will pay us for our services

As an independent intermediary, our income is usually derived from commission paid to us by Insurers. In some cases, we may also receive additional payments linked to profitability. In addition the following charges may also be made.


Quotation No charge
Arranging your new policy Up to £150
Amending your existing policy Up to £30
Renewing your existing policy Up to £150
Duplicate documentation Up to £10
Cancellation of your policy Up to £30

Payment of Premium by instalments

If you decide to pay your premiums on a monthly instalment facility, we will introduce you to a third party premium finance company. We usually receive commission from the relevant finance provider for this introduction.

Failing to make monthly agreed payments could result in further charges being applied or the policy be cancelled at the request of the third party finance provider.

How to cancel your policy?

You have the right to cancel your insurance, and you will be charged by the insurer in accordance with their terms and conditions as detailed in your policy document. Any premium rebate resulting from the cancellation will be calculated net of commission. To cancel your policy, you need to contact us in writing and return your current certificate of motor insurance or valid cover note.

Making a Claim

Please contact our office and an advisor will guide you through the claims process. Until you receive agreement from your insurer, do not admit liability, or agree to any course of action other than emergency measures to minimise a loss.

For glass claims please refer to your policy booklet for guidance. Please note that in the event of a claim, the full premium may be due.


At Adelphi Insurance Brokers Limited we aim to provide excellent service at all times. Should you feel that we have fallen short of this commitment, please contact our Compliance Manager at Adelphi Insurance Brokers Limited, Palmerston House, 51 Palmerston Street, Bollington, Cheshire SK10 5PW. Tel: 01625 562389. We will acknowledge your complaint within 5 working days of receipt and provide a written response within 20 business days.

If you remain dissatisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS) who will independently review your complaint. For further details, please visit the FOS website at www.fos.org.uk or contact them at

The Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall


E14 9SR. Phone: 0845 080 1800

What you must tell us?

When you take out a policy with us, the information you supply will form the basis of the cover and affect the insurance premium we agree. If the information is incorrect or changes, you must inform us immediately as it could invalidate your policy or result in a claim not being paid. You can contact us verbally or in writing at Adelphi Insurance Brokers Limited, Wellington House, Waterloo Street West, Macclesfield, England, SK11 6PJ or telephone on 01625 562389.

Personal Information and Data Protection

Data security is a priority for us. Your data will be processed in accordance with your rights under the terms of the Data Protection Act 1988 and will be securely stored. We will make reasonable endeavours to ensure that any information about you is accurate and up to date. We will not hold any more information than is necessary for the purpose of providing you with the insurance products held through us. We must inform you that insurers will provide details of your insurance policies to a database which is accessed by other Insurers and the Police.

You have the right to request all the personal data we hold about you on our records, by contacting us in writing and enclosing a cheque for £10. We will provide the information within 40 days of receipt of your request.

What information do we hold and how do we obtain it?

We may obtain your information from various sources such as:

1. Directly from yourself or a presentation that you have authorised to us. Information obtained by quoting, incepting, renewing or amending your policy or making a claim.

2. From third parties such as credit reference or debt collection services

3. From insurers, witnesses, solicitors or third parties

What do we hold the information for and who do we disclose it to?

We will use information we hold about you for various reasons such as:

1. to maintain and administer your policy

2. to assist you when making a claim

3. to tell you about other insurance or products we offer

4. to improve our training and compliance monitoring

We may also provide your details to

1. the Police when requested

2. other bodies when legally required to do so

What do you do if you do not want us to contact you with other insurance products and offers?

From time to time we may contact you to tell you about other insurance products or services that we provide. We will contact you by telephone, email, SMS or by mail from the information you or others have supplied to us. This may also include numbers which are registered by you or others on the Telephone Preference Service. If you do not wish to be contacted, please let us know and will we amend our records.

Call recording

We record all our telephone calls for training and quality purposes.

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