Our Terms of Business Agreement – Portcullis

Please read this document carefully. It sets out the terms and conditions on which we agree to act for you and contains details of our responsibilities. It also contains information about your responsibilities to us, to insurers and to other third-party providers. This is our standard terms of business agreement for customers upon which we intend to rely (“Terms of Business”). Please contact us immediately if there is anything in this document that you do not understand or that you disagree with. Your receipt of this document constitutes your informed consent to its contents. In the interests of security, staff training and to generally improve our service please be aware that telephone calls may be monitored and/or recorded.


“Affiliate” means any member of the Jensten Group of companies, which could be a subsidiary, a holding company or a subsidiary of that holding company as defined in section 1159 of the Companies Act 2006.
“Consumer customer” means anyone acting outside their trade or profession in respect of the insurance cover requested or arranged.
“You” or “your” means you and/or your appointed agent.
“We” or “us” or “our” means Basil E. Fry & Co. Limited (including the trading name Portcullis).

Who we are

Basil E. Fry & Co. Limited (“Basil Fry”) is an insurance intermediary whose head office is at Swan House, Swan Centre, Leatherhead, Surrey KT22 8AH. We are registered in England & Wales and our company registration number is 01435130. We are part of the Jensten Group of companies, which is a family of complementary insurance broking businesses.

Who regulates us

We are authorised and regulated by the Financial Conduct Authority (“FCA”) and our permitted business is to advise on, arrange, deal in and assist in the administration and performance of general insurance contracts. We are also permitted to provide credit broking services in arranging premium finance. Our firm’s FCA reference number is 309678. You can check these details on the FCA’s Register https://register.fca.org.uk/s/ or by phoning the FCA on 0800 111 6768.

Our services

As an insurance intermediary we generally act as your agent. We are subject to the law of agency, which places various duties on us. However, in certain circumstances we may act for and owe duties of care to other parties, including to insurers. We will tell you when these circumstances occur, so you will be aware of any possible conflict of interest.
In respect of the Portcullis Removals Insurance for Military Personnel product, our service includes:

  • Offering you a single product from a single insurer;
  • Arranging insurance cover with the insurer to meet your requirements (using the information you provide);
  • Helping you with any subsequent changes to your insurance you have to make;
  • Handling and providing all reasonable assistance with any claim you have to make.

When arranging your Portcullis Removals insurance, we act for the insurer under a delegated authority agreement. This allows us to enter into insurance policies, issue policy documentation and settle claims on their behalf. Although we are acting on behalf of the insurer, we aim to always act in your best interest. The underlying insurer for the Portcullis Removals product is Lonham Group Ltd on behalf of Chaucer Insurance Company DAC, UK Branch.

Policies taken out through our online service will be on a non-advised basis. This means sufficient information will be provided in order for you to make an informed decision about any product purchased online, but we will not provide you with advice on suitability or a recommendation and you should therefore ensure that any policy provides the cover you require and is suitable for your needs.


Any quotation we offer will normally be valid for a period of 30 days from the date it is given to you. We will tell you if this is not the case when we issue your quotation. We reserve the right to withdraw a quotation in certain circumstances, for example, where the insurer has altered their premium or terms for the insurance since the quotation was given or if a claim / incident has occurred since the terms were offered.

Policy Documents

You should carefully review the policy documents we send you to make sure they accurately reflect the cover, conditions, limits, and other terms that you require. You should pay particular attention to policy conditions and warranties as failure to comply with these could invalidate your policy. Claims can arise under certain types of insurance contract long after the policy has ended, so it is important that you keep safely all documents associated with your policy.


You must notify us immediately of any claim or circumstance that may or is likely to give rise to a claim under your policy, in accordance with the conditions of your policy. If you do not notify us promptly it may entitle the insurer to refuse to pay your claim.

We have authority to handle and settle Transit / Storage related claims on the insurer’s behalf. Transit / Storage related claims should be reported to our claims division, RCS, as follows:

Post: RCS, Swan House, Swan Centre, Leatherhead, Surrey KT22 8AH
Phone: +44 (0) 1372 385970
Email: info@removalclaims.co.uk

When you notify a claim or potential claim, you should provide details of all material facts concerning the incident. Your policy documentation will describe in detail the procedures and conditions in connection with making a claim, and you will need to provide the following information:

  1. Your name and address for correspondence
  2. Your certificate number
  3. The name of the international mover with whom your original contract was made
  4. As many details as possible of your claim, including, at least:
  • Original certificate of insurance
  • Copies of all supporting documentation
  • Any estimates obtained for necessary repairs or replacement, where viable
  • Copies of delivery documentation when receiving the goods
  • Copies of any documentation advising delivery agents of the nature of damage or loss
  • Original or copy shipping invoices, together with shipping specification
  • Survey report or other documentary evidence to show the extent of the loss or damage
  • Correspondence exchanged with the Carriers and other parties regarding their liability for the loss or damage

Claims forms will be sent to you immediately. In the meantime, you should attempt to obtain estimates where viable for necessary repairs or replacement. If you did not endorse the delivery documentation when receiving your goods, you should also write to the final delivery agents advising them of the nature of damage or loss. If local representation is required by the insurer, arrangements will be made by RCS.

You should not agree to any course of action, other than emergency measures carried out to minimise the loss, or in the interest of health and safety, until you have obtained agreement from RCS. When you notify a claim or potential claim, you should provide details of all material facts concerning the incident.

If claims payments are transferred to us, we will transmit these to you as soon as possible after they have been received on your behalf. However, if an insurer becomes insolvent or delays making settlement of a claim, we do not accept liability for any unpaid amounts.

Your duty to disclose accurate and full information

It is your responsibility to take reasonable care and, when asked, to answer all questions fully and accurately before you buy an insurance policy, throughout the life of the policy and when you renew that policy. If you have made a deliberate, reckless or careless misrepresentation, insurers may have the right to change the terms of the insurance, reduce or refuse to pay a claim, or in some circumstances may be able to treat the policy as if it is never existed and at the same time keep the premium you paid, meaning any claims would not be paid and you would not get your money back.

All statements and material facts disclosed on proposal forms, statements of fact, claims forms and other documents should be full, true, and accurate. Material facts are those that would influence an insurer in deciding whether to accept a risk and the terms and conditions they would apply. Where forms are completed or partially completed on your behalf, you are responsible for checking them for accuracy before signing. If you are in any doubt as to whether a fact is relevant, you should disclose it and then ask for guidance.

Paying the premium on time

Once your contract of insurance has been arranged, you will be required to make immediate payment via Debit or Credit Card. If you fail to make immediate payment, it can result in automatic cancellation of your insurance policy. We do not consider payment to have been received until we have received cleared funds in our bank account.

How we are paid for our services

When you buy your policy through our Portcullis online system, we receive a commission from the insurer which is a percentage of the premium you pay.

Our commission is earned on placement of your insurance. If you cancel your policy after the 14-day cooling-off period, we will retain our commission to cover our administration and advisory services. We will not charge an additional fee for administering the cancellation.

We have arrangements with some insurers to receive additional payments reflecting the size and/or profitability of our account with them and/or in respect of work we undertake on their behalf.

You may at any time request information regarding any commission which we may have received as a result of placing your insurance business.

Looking after your premium (client money)

Client money is money that we receive and hold on behalf of our clients during the course of our dealings such as premium payments, premium refunds and claim payments. This money will be held either as agent of the insurer or as your agent, determined by the agreement we have in place with each insurer. Where money is held as agent of the insurer, this means that when we have received your cleared premium, it is considered to have been paid to the insurer.

The FCA requires us to hold all client monies, including yours, in a trust account, the purpose of which is to protect you in the event of our financial failure since, in such circumstances, our general creditors would not be able to make claims on client money as it will not form part of our assets. We hold all client monies with one or more approved banks, as defined by the FCA, in a Non-Statutory Trust bank account in accordance with the FCA client money rules. Under these arrangements, we assume responsibility for such monies and are permitted to, and may:

  • Use such monies received on behalf of one customer to pay another customer’s premium, before the premium is received from that other customer. However, we are not entitled to pay ourselves commissions before we receive the relevant premium from the customer;
  • Withdraw commissions only as defined by the agreement we have in place with each insurer which will be either once we receive the relevant cleared funds from you or when we settle your premium to the insurer; and
  • Retain for our own use any interest earned on client money.

When effecting a transaction on your behalf, we may pass your money to another FCA authorised intermediary in the UK. These firms are also required by law to hold clients’ money in a separate trust account. We may pass your money to intermediaries which are resident outside the UK who are subject to different legal and regulatory regimes. If an overseas intermediary fails, this money may be treated in a different way from that which would apply if the money were held by an intermediary in the UK. Please tell us if you do not agree to this.

Unless we receive your written instruction to the contrary, we shall treat receipt of payment from you and of any claim payment and/or refund of premium which falls due to you, as being with your informed consent to the payment of those moneys into our Non-Statutory Trust bank account.

Insurer security

Although we will always try to place your policy with insurers that are financially sound, we do not guarantee or otherwise warrant the solvency of any insurer we place your policy with. If you have any concerns about any insurer chosen to meet your insurance requirements, you should tell us as soon as possible and we will discuss them with you. If your policy is arranged with an insurer which becomes insolvent, you may still be liable to pay some or all of the premium.

Cooling off period and Cancellation

If your policy has a term of more than 30 days, you have the statutory right to cancel a policy within 14 days of the cover start date or renewal, or from the date you receive your policy documentation if this is later. This right means that you can cancel the policy in accordance with its terms and conditions without providing a reason. If you want to exercise this right and cancel a policy, you must tell us before the 14-day cancellation period ends.

If no premium has been paid, you may still be charged the premium for the time you have had cover, inclusive of Insurance Premium Tax (“IPT”).

These cancellation rights do not apply to a short-term policy of less than one month’s duration or to a policy for which the performance has been fully completed, for example because you have made a claim.

If the terms and conditions of your policy allow for cancellation after the 14 days have finished, short-period cancellation rates may apply, which means you will not be entitled to a refund proportionate to the time you had left in the policy term. If you have made a claim against the policy prior to cancellation, the full annual premium will remain due, and you will not receive a refund of any premium you have paid.

Termination of these Terms of Business

Once your policy has started you or we cannot terminate our authority to act on your behalf unless your policy is also cancelled at the same time. Termination is without prejudice to any transactions already started by you, which will be completed according to these Terms of Business unless we agree otherwise in writing. You will remain liable to pay for any transactions or adjustments effective before the termination and we will be entitled to retain any and all commission payable in relation to insurance cover placed by us prior to the date of written termination of our authority to act on your behalf.

Once our authority to act on your behalf has ended, we will no longer provide claims assistance for any unsettled claims against the policy. We will however cooperate in transferring copies of any claims records we hold to which you are entitled, if you instruct us to in writing.

Making a Complaint

Our aim is always to provide you with the best possible service, but we recognise that sometimes things go wrong, or we may fall short of your expectations. If you are unhappy with our services and want to make a complaint, you can do this in writing (post or email) or call us. Please contact the Complaints Manager at Basil E. Fry & Co. Limited, Swan House, Swan Centre, Leatherhead, Surrey KT22 8AH

Email: broking@basilfry.co.uk | Phone: 01372 385985

If you have a Lloyd’s policy, you may refer the matter to the Lloyd’s Complaints Team, if you have not received a full response from us after 2 weeks. You should contact: Complaints, Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent ME4 4RN.

Email: complaints@lloyds.com | Phone: 020 7327 5693 | F: 020 7327 5225 | Web: http://www.lloyds.com

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service for an independent assessment. The FOS Consumer Helpline is on 0800 023 4567 or email complaint.info@financial-ombudsman.org.uk. Their address is: Financial Ombudsman Service, Exchange Tower, London E14 9SR Their website is at: https://www.financial-ombudsman.org.uk/


Marine and goods in transit insurance policies are not eligible for Financial Services Compensation Scheme (“FSCS”) protection. Full details and further information on the scheme are available from the FSCS (website: www.fscs.org.uk).


Information provided by you may be held, processed, disclosed, and used by us, our professional advisers and any affiliate companies in servicing our relationship with you. Unless you notify us otherwise, you agree to the storage, use and disclosure of such information. All the activities that we undertake on your behalf, as described in this agreement, are provided for your exclusive use. All recommendations, proposals, reports, and other information supplied to you in connection with these services are for your sole use and you agree not to make this information available to any third party without our express written permission. We reserve the right to take action to protect proprietary information.

Claims, Underwriting Exchange Register

Insurers pass information to the Claims and Underwriting Exchange Register operated by Database Services Ltd. The objective is to check information provided and to prevent fraudulent claims. By using our services, you are giving your consent to your data being shared with this database.

General Data Protection Regulations

We will process your data responsibly, fairly and in strict accordance with the prevailing General Data Protection Regulations. These regulations require a broad disclosure of compliance, including (but not limited to):

  • Our lawful bases of processing;
  • The information we collect, and how we use and share that information;
  • How long we keep information, including the purposes (e.g., to administer your policy);
  • The technical and organisational measures we have in place to safeguard your information;
  • Your rights as an individual data subject; and
  • Our approach to marketing.

As with many organisations, and to ensure Customers can easily access details on the areas listed above, we have developed a separate Privacy Notice. This can be found on our website, alternatively we can send you a copy on request.

It is important to take time to read this document carefully as it contains full details of the basis on which we will process your personal data, such as collecting, using, sharing, transferring, and storing your information. It is also your obligation to ensure you show this notice to all parties related to any insurance arrangement. If you have given us information about someone else, you are deemed to have their permission to do so.

For our mutual protection and for training, compliance, and security purposes, all telephone calls may be recorded.

If you have any questions, including requiring a copy of the privacy notice, or any further information about our approach to data protection, you can e-mail DPO@jensten.co.uk or write to Data Protection Officer, Jensten Group Limited, Coversure House, Vantage Park, Washingley Road, Huntingdon, Cambridgeshire, PE29 6SR.

Bribery and corruption

We have no tolerance for bribery and corruption and this policy extends throughout the company for all its dealings and transactions in all countries in which we operate. Our anti bribery policy is updated in line with the changes in law, changes in our business and our reputational demands. All employees are required to comply with this policy.

Both parties agree to comply fully with the requirements of the Bribery Act 2010, and will not engage in any of the following activity:

  • promising or giving of an advantage, financial or otherwise, to another person to bring about an improper performance or to reward such improper performance;
  • requesting, agreeing to receive, or accepting of an advantage, financial or otherwise to act improperly;
  • bribe a foreign public official to do or reward them for doing, something improper.

Additionally, where applicable, a firm will prevent bribery being committed on its behalf by its employees and third parties.

Money laundering

To comply with our obligations under the money laundering legislation and regulations in relation to the Proceeds of Crime Act, you agree to provide us with any such evidence and information about your identity and that of any associates as we may reasonably require.


Both parties shall pay due regard to, and co-operate in respect of the observance of, any applicable international economic, financial or trade sanctions legislation.

Third party rights

Unless otherwise agreed between us in writing, no term of this agreement is enforceable under the Contracts (Rights of Third Parties) Act 1999.

Liability for directors, officers, or employees

You acknowledge and agree not to make any claim personally against any employee, director or officer arising out of the work and services provided under these Terms of Business. This clause does not in any way limit or affect our liability to you as set out below.

Limitation of our liability to you

In the event of any breach of these terms and/or in the event of any representation, statement or act or omission including negligence arising under or in connection with all contracts between us then the following provisions set out our entire financial liability (including any liability for the acts or omissions of our employees, agents, and sub-contractors) to you.

Our total liability to you for any reason whatsoever in connection with the performance or contemplated performance of our services to you shall be limited to £5,000,000 (five million pounds). We will not be liable to you for any losses that you or anyone else may suffer that are not directly associated with either our negligence or failure to provide our services to you in accordance with our agreement. This includes (but is not limited to) any indirect or consequential loss or damage which may be losses that are not reasonably foreseeable (whether for loss of profit, loss of business, depletion of goodwill or otherwise), costs, expenses, or other claims for consequential compensation whatsoever (howsoever caused) which arise out of or in connection with the services we provide to you.

Nothing in these terms excludes or limits our liability for death or personal injury caused by the Company’s negligence, or for the Company’s fraud, fraudulent misrepresentation, or breach of any regulatory obligation.

Law and jurisdiction

These terms of business shall be governed by and construed in accordance with English law. In relation to any legal action or proceedings arising out of or in connection with these terms of business we both irrevocably submit to the non-exclusive jurisdiction of the English courts.


No variation of this agreement shall be valid or effective unless it is in writing. We may amend these Terms of Business by sending you either a notice of amendment in writing or a revised Terms of Business.


We are entitled to assign these Terms of Business to any other affiliate for so long as such company remains an affiliate. Without affecting our fiduciary duty to you we are entitled to transfer client monies to an identical bank account held in the name of any affiliate for so long as such company remains an affiliate.

Entire agreement

This Terms of Business constitutes the entire agreement and supersedes all previous agreements, understandings, and arrangements whether in writing or oral in respect of its subject matter.

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