About Oops Insurance

Oops Insurance is a trading style of Oops Insurance Services Limited. Oops Insurance Services Limited is an Appointed Representative of Infinity Risks Limited who are authorised and regulated by the Financial Conduct Authority, registration number 933869.

Oops Insurance Services Limited. Registered in England No. 11358305. Registered office address Autumn Park Business Centre, Dysart Road, Grantham, Lincolnshire NG31 7EU.

Our permitted business is advising and arranging deals in non-investment insurance contracts.

You can check this on the Financial Services Register by visiting the FCA’s website https://register.fca.org.uk or by contacting the FCA on 0800 111 6768.


The Financial Conduct Authority (FCA)

The FCA is the independent watchdog that regulates financial services.


Our service

The property Insurances we provide you with are on an information only service; therefore, you will not receive any advice or a recommendation from us. We act as an insurance intermediary on your and the insurer’s behalf. You will need to make your own choice with regard to the products that we offer you. Our service includes administering the policy for you and helping you with any ongoing changes you have to make.


Our Culture

Along with the FCA, Oops aims to achieve the following outcomes through the Treating Customers Fairly initiative:

Our customers will always deal with a company who take your fair treatment seriously – it is part of our culture.

We make sure any products and services we market and sell to our customers are those designed to meet their needs.

Our customers will be provided with clear information and will be kept informed during every stage of sale.

Any information given to our customers will be suitable, relevant and take into account any individual circumstances.

Products and services you receive will perform as our customers have been led to expect by us and our services to you will be of an acceptable and professional standard.

There will be no post-sale barriers if our customers wish to change product, switch provider, make a claim or make a complaint.

We ensure these outcomes by making sure all of our staff completely understand the Treating Customers Fairly concept and offering a robust training scheme to enable them to develop the skills to provide the excellent and personal service we pride ourselves in.

We will always deal with enquiries expeditiously and with a service standard a customer would reasonably expect to receive.


Products we offer

We provide a wide range of both personal and commercial insurance products and provide information on the basis of a fair analysis of the market from a wide range of insurers.

These products are clearly set out on our website. When we provide a quotation to you we will provide details of the insurer as well as all of the terms and conditions relating to the product.

Any additional policies we sell in conjunction with your main policy are linked and may be cancelled in line with the main one and these additional products may be non-refundable. We provide insurance products from a large number of insurers. We can provide a list of these insurers on request.


Insurance Products

For Rent Guarantee & Legal Expenses Insurance we deal with Legal Insurance Management and Financial & Legal Insurance Limited.

For Home Emergency Insurance we deal with C&C

For Key Cover Insurance we deal with Zenith Insurance Plc.

For Residential Buildings & Contents and Landlord Buildings & Contents Insurance we deal with a large number of insurers including Accredited, Accelarant and RSA.

For Deposit Replacement Insurance we use Alwyn Insurance Company Limited.

For Home Buyers’ Costs Insurance we deal with Financial & Legal Insurance Limited.

For Tenant Liability we deal with Watford Insurance Company Europe Limited.



If you have occasion to make a claim on your policy, you must notify us immediately and we will promptly advise you and, if appropriate, issue you with a claim form and pass details to your insurer.

You must continue to make your monthly payments for your insurance, if applicable.

We reserve the right to withhold payment in respect of claims, if payment of any premiums to us is in default. You may be required to pay any outstanding premium in order to make a claim where you are paying your premium by monthly payments.


What you will pay for our services

In addition to premiums and administration fees charged by insurers and the finance provider, we normally make the following non-refundable charges to cover the administration of your insurances:

  • Setup fee for arranging a policy (which is non-refundable) £10
  • Renewing policy £10
  • Adjustments from any non-disclosed or misrepresented information: £25
  • Changes to a policy up to £25
  • Collection of debts £35
  • Processing uncleared cheques: £30
  • Policy cancelled before inception £10
  • Policy cancelled for any reason £25
    (This is in addition to set up fee, adjustment fees and insurers charges for time on cover)

We usually receive a commission from the insurer, which is proportionate to the insurance premium. Occasionally we may arrange a policy on which we earn no commission and in these cases we will advise you of the proportionate fee before you take the policy out.

Your insurer may make a charge for any amendment or cancellation made to your policy in addition to any increase in premium and our midterm adjustment fee.

Return premiums (usually arising if an insurance risk is reduced or the policy is cancelled), will be refunded to you net of our commission or a proportionate fee which is usually 20%. Where applicable, all refunds will be processed to the last card used under your account up to the amount debited, any balance thereafter will be issued to you using any previous card or failing this via cheque.

You should not take out a new policy if you have an existing debt with us. If your new policy is cancelled as a result, we reserve the right to offset the cancellation refund against the equivalent value of the debt.



You have the right to cancel your policy at any time. If you wish to cancel your policy, please call us first to discuss this. It may be necessary for you to send us your cancellation request in writing before we can cancel your policy.

Most insurers will retain the full annual premium if a policy is cancelled and a claim has been reported. All supplementary covers will be cancelled if your main policy is cancelled.

Any refund will be offset against any outstanding Direct Debit payments. Where the amount that you owe exceeds the amount that you have paid, you will be required to make payment for the outstanding amount straight away. Failure to do so may result in us taking steps to recover the debt. Once your policy has been cancelled, it is your responsibility to cancel any direct debits with Close Brothers  or any other premium credit provider.


Cancelling within the 14-day cooling off period

The insurer of your policy will make a reasonable charge for the time you have been on cover if your policy is cancelled during a period of 14 days either from the day of purchase of the contract, or the day on which you receive your policy documentation; whichever is later. For supplementary covers that are cancelled during this period, the full premium will be returned by the insurer providing no claim has been made. We will charge an administration fee for setting up your policy up to £25.


Cancelling after the 14-day cooling off period

You may be due a refund for part of your main policy premium. Upon cancellation of the contract, it should be noted that different insurance companies apply different cancellation charges for the time on cover. For supplementary covers that are cancelled during this period, the full premium will be returned by the insurer providing no claim has been made. We will charge an administration fee for setting up your policy up to £25.



For general insurance we receive a commission from the insurer which is included in the price you pay.


How monies paid to us are handled

We are the Agent of Insurers for the purpose of collection of premiums and refunds of premiums. This means that premiums are treated as being received by the insurer when received in our bank account, and that any premium refund is treated as received by you when it is actually paid over to you. We normally accept payment by any of the major debit/credit cards or a guaranteed cheque.

Your debit/credit card information will be replaced by a secure token so we can use the same card to take payments for automatic renewals and to pay or refund other premiums that may become due upon changes to the policy.

If you take a new policy out with ourselves and make a payment towards this new policy but have a previous policy with ourselves that has an outstanding balance, we reserve the right to transfer any money paid on the new policy to cover the debt outstanding on your previous policy.

Minimum refund £5.00 anything under this will be retained.


Premiums and financial aspects

The following refers to policyholders over the age of 18. Policyholders under the age of 18 are not eligible to enter into a credit agreement and will require a parent or guardian to do so on their behalf. The parent or guardian will be subject to the data sharing, credit and money laundering checks as stated below.

For the purposes of introducing customers to premium finance facilities we deal exclusively with Close Brothers. We may receive a commission for introducing you to Close Brothers. If you pay using premium finance, it costs more in total than paying for your policy in one single payment. Finance is subject to status. Your data will be shared with Close Brothers who will assess your creditworthiness using a range of tools to carry out anti-money laundering checks and credit assessments. Your application will include a search of your records at a credit reference agency.

This is a credit agreement between you as the policyholder and Close Brothers and is separate to the insurance policy. Close Brothers will contact you with full details of your credit agreement. As this is in effect a loan for the initial premium, this agreement should not be cancelled until this has been fully repaid to Close Brothers, even if your insurance policy has been cancelled. If any Direct Debit or other payment due in respect of the credit agreement you enter into with Close Brothers to pay insurance premiums is not met when presented for payment, or if you end the credit agreement with Close Brothers, or if you do not enter into a credit agreement with Close Brothers we will be informed of such events by Close Brothers. If you do not make other arrangements with us to pay the insurance premiums you acknowledge and agree that we may, at any time after being so informed, instruct on your behalf the relevant insurer to cancel the insurance (or, if this occurs shortly after the start or renewal of the insurance, to notify the insurer that the policy has not been taken up) and to collect any refund of premiums which may be made by the insurer and if any money is owed to Close Brothers under your credit agreement pay it to Close Brothers or if Close Brothers have debited us with the amount outstanding use it to offset our costs. The balance will be debited from the debit/credit card last used by you.

You will be responsible for paying any time on risk charge and putting in place any alternative insurance and/or payment arrangements you need.

If during the course of the policy any additional premiums or refunds of premium are due, then these will be automatically applied to the remaining balance on the Close Brothers account.



It is important you ensure that all information, statements or answers made by you to us online, on the telephone, proposal forms, claim forms and other documents are full and accurate and must be correct. If a form is completed on your behalf, you should check that the answers shown to any questions are true. You should not make any false statements or withhold any relevant information to obtain an insurance certificate. You are advised to keep copies of any correspondence you send to us or direct to your insurer. Please consult us if you are in doubt on any aspect.


Awareness of policy terms

When a policy is issued, you are strongly advised to read it carefully as it is that document, the schedule, any certificate of insurance and the policy wording, which are the basis of the insurance contract you have purchased. If you are in any doubt over any of the policy terms or conditions, please contact us promptly.



Contact our Customer Service Team advising them of any change to your personal information. Your policy will be based on your needs when accepting the policy, therefore should your needs change this may result in your insurer not being able to continue cover or be the most suitable for you. In order to process any amendment that requires an additional premium we require this to be paid immediately or added to any existing Direct Debit plan that has sufficient payments remaining.


Automatic renewals

For your protection, we reserve the right to automatically renew your policy up to five working days prior to the renewal date and take payment by the same payment method as this year. If we exercise this right we will write to you prior to the renewal date, informing you how much the premium will be and giving you time to let us know if you wish to opt out of the automatic renewal process.


Financial Services Compensation Scheme (FSCS)

We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit.

Holders of policies issued by C&C will not be protected by the United Kingdom Financial Services Compensation Scheme if C&C should become unable to meet its liabilities. Further information about compensation scheme arrangements is available from the FSCS.

If the insurer of your policy is declared in default by the FSCS, we reserve to right to arrange a replacement policy with another insurer on your behalf. We would endeavour to replace your insurance with another insurer on your behalf. We would endeavour to replace your insurance cover at no extra expense or inconvenience to you.



All personal information about our customers is treated as Private and Confidential.

We will only disclose the information we have about private individuals in the normal course of arranging and administering their insurance, including debt recovery, and will not disclose any information to any other parties without their written consent unless required by law or public interest, which includes the detection and prevention of fraud and money laundering. We may use the information we hold about our customers to provide them with information about other products and services that we feel may be appropriate to them. For full details of how we use your data please view our privacy policy on our website. Under the General Data Protection Regulation, private customers have a right to see the personal information about them that we hold in our records. If you wish to exercise this right, or have any other related queries, you should write to the data protection officer.


Fraud Prevention and Detection

Insurers pass information to the Claims and Underwriting Exchange Register (CUE) operated by Insurance Database Services Limited (IDSL). The aim is to check information provided and to prevent fraudulent claims. To prevent and detect fraud we may at any time:

  • Share information about you with other organisations and public bodies including the Police.
  • Undertake credit and claims record searches; Check and/or share your details with fraud prevention and detection agencies.

If false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies. We may log your IP address (and/or a unique identifier for your computer) and use this information to help us prevent and detect fraud, including passing it to fraud prevention agencies. Law enforcement agencies may access and use this information. We, and other organisations may also access and use this information to prevent fraud and money laundering, for example when:

  • Checking details on applications for credit and credit related or other facilities;
  • Managing credit and credit related accounts or facilities;
  • Recovering debt
  • Checking details on proposal and claims for all types of insurance.
  • Checking details of job applicants and employees

If you have any questions about any information in this notice, or if you want more details of the databases we access and contribute to, please contact us.


Identity and credit searches

We, and the companies we place business with, may make searches about you at credit reference agencies who will supply us with information, including the Electoral Register and credit information. The agencies will record details of the search whether or not your application proceeds. The searches will not be used by lenders to assess your ability to obtain credit. We may use scoring methods to assess this application and to verify your identity. Credit searches and other information which is provided to us and/or the credit reference agencies, about you and those with whom you are linked financially, may be used by us and other companies if you, or other members of your household, apply for other facilities including insurance applications and claims. This information may also be used for debt tracing and the prevention of money laundering as well as the management of your account. Alternatively, we may ask you to provide physical forms of identification.


What to do if you have a complaint

If you wish to register a complaint, please contact us:

In writing: Complaints Department, Oops Insurance, Autumn Park Business Centre, Dysart Road, Grantham, Lincolnshire. NG31 7EU.

By telephone: 0345 548 1101

Our full complaints procedure can be found here https://oopsinsurance.co.uk/complaints-procedure/.

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. For more information, visit their website www.financial-ombudsman.org.uk.


Financial Ombudsman Service

Ultimately, should you remain dissatisfied with the final response issued by Lloyd’s or us, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The FOS’ contact details are as follows:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Email: [email protected]
Telephone: +44 (0)300 123 9 123
Website: www.financial-ombudsman.org.uk


Telephone call recording

Calls may be monitored and recorded.



Your acceptance of these Terms of Business does not affect your normal legal rights.


English law

This insurance is written in English and all communications about it will be in English. Unless we have agreed otherwise with you, this contract is governed by English law.


Updated 24th April 2021