Welcome to Lexham – Terms of Business (Motor)
Thank you for asking us to arrange your insurance. By doing so you are providing your informed
agreement to these Terms of Business. We draw your particular attention to the sections headed
“Personal data”, “Credit checks” and “Handling money”. For your own benefit and protection, you
should read these terms carefully - if you are unsure about any aspect of them or have any questions
regarding our relationship with you, please contact us (details at bottom of page).
Lexham Insurance Consultants Ltd (“Lexham”) is authorised and regulated by the Financial Conduct
Authority (FCA), Financial Services Register number 303917. Our permitted activities are introducing,
advising, arranging, dealing as agent, assisting in the administration and performance of general
insurance contracts and also credit broking (and supplementary debt-related administration) in relation
to insurance-related finance facilities. You may check this on the Financial Services Register by visiting
the FCA’s website Home (fca.org.uk) or by contacting the FCA on 0800 111 6768.
Lexham also trades as Marble Arch when handling claims under delegated authority from Alwyn
Insurance Company Ltd.
Our services
We source and arrange products and provide information but do not offer specific advice or make
personal recommendations when arranging your insurance. However, we may ask some questions to
narrow down the selection of products on which we will provide details; you will then need to make
your own choice about how to proceed.
We are and act as an insurance intermediary. We will usually act on your behalf when arranging your
insurance, when helping you make any changes to your policy, when you renew your insurance and in
the submission of a claim to the insurer. However, as Marble Arch, we act for Alwyn Insurance
Company Ltd under delegated authority by handling claims on their behalf. If there are any other
circumstances where we act as an agent of the insurer, we will let you know the capacity in which we
act before we finalise your insurance arrangements.
As a credit broker we introduce clients to only one provider of loans, LXM Management Ltd (“LXM”),
though you are free to arrange finance wherever you wish. LXM is a related company (a common
majority shareholder) and is also authorised and regulated by the Financial Conduct Authority (Register
number 720269). Some insurers may also offer instalment facilities.
Our products and insurers
Our main specialism is certain types of motor insurance.
For powered 2-wheelers, we can arrange cover with a range of insurers that offer such cover in the UK
(a fair and personal analysis of the market).
For motorhome, catering van and fleet insurance we offer the product of one insurer, Alwyn Insurance
Company Ltd.
For delivery risks we offer cover from a limited range of insurers, Alwyn and Tradex.
The following optional supplementary products are offered from just Alwyn Insurance Company Ltd -
Breakdown Recovery provided by Call Assist, Driver Personal Accident, Helmet & Leathers, Excess
Protection.
We have no contractual obligation to place insurance with any particular insurer, but for some tailor-
made products we choose to deal with only one insurer.
We cannot in any circumstances guarantee the solvency of any insurer.
Please check your policy documents carefully and make sure you understand the important
elements. For motorcycles for example, the normal minimum security required for theft cover to apply
is for the bike to be secured whenever it is left unattended (including while in a locked garage) with at
Lexham Insurance Consultants Ltd
Unit 21, Diss Business Hub, Hopper Way, Diss, Norfolk, IP22 4NG Tel: 01379 646504 Email:
[email protected]Authorised and regulated by the Financial Conduct Authority, FRN: 303917 Registered Office: As above Registered in
England No. 3897329
V71 – 02.2025
least one of a disc lock, D-lock, griplock or armoured chain, plus any other lock on the bike (e.g., the
steering lock).
An excess will apply to theft/damage claims and limitations apply on what the vehicle can be used for
and who can drive it. Please contact us on 01379 652500 or by email if you have any questions.
Complaints
We aim to ensure a high-quality service is provided at all times, but we accept that things do
occasionally go wrong.
It is always best to contact us first by telephone regarding any issues, call our call centre on 01379 646
529. Please allow us adequate time to resolve your issue, we aim to sort issues in 24 hours, unfortunately
sometimes this is not possible, but we will work to sort out the issue as quickly and efficiently as
possible.
Any complaints received will naturally receive our urgent attention. Your complaint will be
acknowledged within 5 business days of receipt. As outlined by the Financial Ombudsman Service we
have up to 8 weeks to review and provide a final response to your complaint however, we will contact
you as soon as we are able, and our aim is to respond to all complaints within 21 days. If we are unable
to find a resolution or provide you with our final response within this time, we will contact you with an
explanation and keep you informed of our investigation process.
If your complaint relates to the arranging or administration of this insurance, please contact Lexham
Insurance Consultants LTD as follows:
Lexham Insurance Consultants Ltd, Unit 21, Diss Business Hub, Hopper Way, Diss, Norfolk
IP22 4NG
Telephone: 01379 646510 Email: [email protected]
If you have a problem relating to a service provided by your insurer, e.g., in connection with a claim,
please contact them (or their nominated service provider), as shown in your policy document.
If any issues are more appropriately ones that should be dealt with by the insurer, we will pass details to
them and will ensure that they respond promptly.
If your complaint is not resolved to your satisfaction after we have issued you with our final response,
you may refer the matter to the Financial Ombudsman Service, an independent dispute-resolution body
who can be contacted using the below details:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Email: [email protected] Telephone: 0800 023 4567 or 0300 123 9123
Web: www.financial-ombudsman.org.uk
A copy of our complaint handling procedures is available on request, but there are no specific
requirements to making a complaint – you can tell us by phone, email, or letter.
In the unlikely event that we or your insurer cannot meet our contractual liabilities, you have the benefit
of the statutory Financial Services Compensation Scheme (details at www.fscs.org.uk or 02077
414100).
Payment for our services
We receive commission from insurers and the finance provider (a percentage of the premium/loan). In
addition to any insurer charges, we also charge non-refundable administration fees which will not
exceed the following for motor insurance: £27 each time you amend your insurance; £50 if the insurance
policy is cancelled or if we have to update information due to non-disclosure; not exceeding £110 at
inception and renewal. We charge no fees for other optional supplementary products. In connection
with claims, we may also receive commission from the supplier of a courtesy vehicle and further
commission from the insurer if claims are below a defined level.
Lexham Insurance Consultants Ltd
Unit 21, Diss Business Hub, Hopper Way, Diss, Norfolk, IP22 4NG Tel: 01379 646504 Email:
[email protected]Authorised and regulated by the Financial Conduct Authority, FRN: 303917 Registered Office: As above Registered in
England No. 3897329
V71 – 02.2025
You will receive (or have received) a quotation which will tell you the total price to be paid and which
identifies any charges and taxes separately from the premium before cover starts. We also draw your
attention to the “Cancellation” section below.
Handling money
Our arrangements with insurers are all on a “risk transfer” basis, which means that we act as their agent
in collecting monies from and handling refunds to clients, as well as the transfer of claim monies. Such
monies are deemed to be held by your insurer.
If you continue to fail to pay any amount due, including repayments of a loan arranged in connection
with this insurance, we may pass your debt to another firm who may take a different approach to debt
collection. Such failure to pay will probably already have resulted in the cancellation of the insurance
and could affect your credit rating and possibly lead to court action. You will also have to pay the costs
of efforts to obtain payment. If at any time you have difficulty making payment, please discuss the
matter with us urgently.
Cancellation
To cancel your insurance call our cancellations team on 01379 643610 between 9am & 6:30pm
weekdays, or email or write to us as shown below. No refund will be given if a claim has been (or is
likely to be) made and cancellation of motor insurance cannot be backdated. If the policy is found to be
set up using fraudulent data, the policy will be voided from inception with no return of premium.
You may cancel your insurance within 14 days of inception (commencement date of your certificate), in
which case a time on risk refund (full refund less the proportion of annual cover that the insurer was on
risk for between inception and cancellation) will be made less the non-refundable set up fee (as detailed
in your policy documentation) to cover costs incurred. This is conditional on there having been no claim
nor likely to be a claim since inception.
At any time after this, any cancellation refund will be as stated in the policy wording. For motor
insurance, some insurers give a proportionate refund whereas others have a sliding scale (with no refund
after 8 months, for example). After 14 days there is no refund at all for the cancellation of our optional
supplementary covers of Breakdown cover, and Helmet and Leather Cover, however there will be a pro-
rata (time on risk) refund for our Excess Protection, and Personal Accident covers– see the policy
wording for full details. An administration fee for cancellation will apply as stated in “Payment for our
services” above.
The insurer may cancel your insurance at any time, with a proportionate premium refund (or no refund if
there has been or is likely to be a claim). The policy is likely to terminate following a total loss claim.
Once the policy has been cancelled, we will remove the details from the Motor Insurance Database
(MID), therefore you will no longer show as insured under this policy.
Your responsibilities
If you are a consumer (any person who is acting for purposes which are outside of your trade or
profession), it is your responsibility to answer all questions honestly, fully and to the best of your
knowledge, providing complete and accurate information, or your cover may not be valid. If you
misrepresent or fail to disclose information about which you are asked, an insurance claim may not be
covered, and your policy may be cancelled or voided from inception.
Insurers may not deal with a claim if the risk is different from what they have been told so it is important
to tell us as soon as possible (preferably in advance) of any change that occurs during the year –
common examples include changes in occupation or address or drivers, or modifications to the vehicle.
Before each renewal you must also inform us of any new convictions or pending charges.
You should carefully check all documents supplied to you and your responses to all questions and
declarations.
If you are a commercial customer (any person who is not a consumer), you have a duty to give a fair
presentation of risk to the insurer. This means that you should disclose every material circumstance
relevant to the risk being insured following a reasonable search within your business to identify and
verify such information. This should include information which you and where applicable your senior
management, persons responsible for arranging your insurance or other relevant third parties know or
Lexham Insurance Consultants Ltd
Unit 21, Diss Business Hub, Hopper Way, Diss, Norfolk, IP22 4NG Tel: 01379 646504 Email:
[email protected]Authorised and regulated by the Financial Conduct Authority, FRN: 303917 Registered Office: As above Registered in
England No. 3897329
V71 – 02.2025
ought to know and should include all information that would influence the judgement of the insurer or
that would put the insurer on notice that it needs to make further enquiries.
Examples of material circumstances are:
Special or unusual circumstances relating to the risk;
Any particular concerns which led you to seek insurance cover for the risk; and
Anything which those concerned with the class of insurance and field of activity in question
would generally understand as being something that would be dealt with in a fair presentation of
risks for this type of insurance.
The information must be presented in a way which would be reasonably clear and accessible to a
prudent insurer. If you are unsure whether to disclose any information you should speak to us. You need
to take into account the size & complexity of your business and allow yourself sufficient time before
your renewal date to consider and / or assess your insurance requirements.
Failure to provide a ‘fair representation’ may result in a number of remedies by the insurer. If the breach
was deliberate or reckless the insurer can void the contract and keep the premium. If the breach was not
deliberate or reckless the insurer can void the contract, proportionately reduce a claim settlement or
amend the insurance policy terms and conditions then review the merits of a claim on this basis.
You should therefore always provide complete and accurate information to us when we ask you about
the insurance risks your business faces before taking out a policy, at renewal and throughout the life of
the policy. This also applies to your responses in relation to any assumptions you may agree to in the
process of applying for insurance cover.
If you are in any doubt, or if you have questions at any time, please contact us on 01379 652500. Our
normal hours are 8:30am to 7pm weekdays and 9:30am to 4:30pm Saturdays.
Renewals
A few weeks before the renewal date of your insurance, we will send you details showing the premium
due for the next year and the information on which this is based. We will normally send these by email
unless we don’t have your email address or if you have told us you wish to receive paper copies. It's
very important you check these and tell us if anything has changed. We may invite renewal with your
existing insurer, or we may suggest a change if this might benefit you.
Rarely, we may have to advise that we are not able to invite renewal, in which case we will inform you
in good time allowing you to source alternative cover elsewhere. We will not “auto renew” and you
must arrange payment before renewal date to remain insured.
Personal data
In your dealings with us you will provide information that may include data that is known as personal
data. Where we process personal data, we comply with statutory data processing requirements as set out
by the Data Protection Act 2018. The personal data we will collect will include information relating to
your name, address, date of birth, contact details and health or criminal offences.
We will process your personal data to allow us to provide you with our services as your insurance
broker in quoting for, arranging and administering your insurances (and in arranging insurance premium
finance where applicable). Your personal data will also be used to manage future communications
between us. Where you have agreed, or in circumstances where to do so will be in our mutual interests,
your personal data will be used to provide you with further information about our wider products and
services. You can opt out from receiving such communications by e-mailing
[email protected]
In processing personal data for insurance purposes about health or criminal offences, we will only do so
to enable us to provide our service to you and on the basis of it being in the public interest. We will
only use your data for the purpose for which it was collected. We will only grant access to or share your
data within our firm or associated firms, with other authorised third parties and product and service
Lexham Insurance Consultants Ltd
Unit 21, Diss Business Hub, Hopper Way, Diss, Norfolk, IP22 4NG Tel: 01379 646504 Email:
[email protected]Authorised and regulated by the Financial Conduct Authority, FRN: 303917 Registered Office: As above Registered in
England No. 3897329
V71 – 02.2025
providers such as insurers and premium finance providers where we are entitled to do so by law under
lawful data processing.
The Data Protection Act 2018 provides you with Access Rights that allow you to gain an understanding
on the data being processed, who we share it with, for what purpose, why we need to retain it and
retention periods, to object to the processing and to place restrictions on the processing, to request
copies of your data and to request the deletion of your data. If you require further information on how
we process your data or you wish to exercise your rights, please write to Data Protection, Lexham
Insurance, Unit 21, Diss Business Hub, Hopper Way, Diss, Norfolk, IP22 4NG or email
[email protected] How we process your personal data is set out in our Privacy
Notice which can be found below or at www.lexhaminsurance.co.uk/privacy-and-cookies
Credit checks
We, insurers, and finance providers may use public and personal data from a variety of sources
including credit reference agencies and other organisations when considering and arranging your
insurance or loan. The information is used to help tailor a price, to ascertain the most appropriate
payment options for you and to help prevent fraud. Any credit reference search will appear on your
credit report whether or not your application proceeds. If you have any questions about this, please do
not hesitate to contact us.
Conflict of interests
Occasions can arise where we, or one of our associated companies or product providers, may have a
potential conflict of interest with business being transacted for you. We have already identified above
that Marble Arch, a trading name of Lexham Insurance, handle claims on behalf of Alwyn Insurance
Company Ltd and that we introduce customers to LXM Management Ltd regarding loans. We also
introduce customers who may have suffered injury following a no-fault road accident to CAM Legal
Services Ltd (CAM) for possible legal assistance. Lexham Insurance, LXM, and CAM are related
companies (a common majority shareholder) and are authorised and regulated by the Financial Conduct
Authority or the Solicitors Regulatory Authority. If we become aware of other circumstances of
potential conflict, we will contact you to obtain your prior consent and ensure fair treatment.
Claims handling arrangements
You should take note of the required procedures in the event of a claim, which are explained in the
policy documentation. Insurers require immediate notification of all claims or circumstances which
might lead to a claim. We will employ due care and skill if we act on your behalf in respect of a claim.
As stated above, Lexham (via a division trading as Marble Arch) acts on behalf of Alwyn Insurance
Company Ltd in negotiating and settling claims and to this extent Marble Arch will be acting as agent of
the insurer and not you.
Demands and Needs
You require motor insurance as this is needed by law if you use a motor vehicle outside private land and
your policy provides this compulsory “Third party liability” cover. It may also provide cover (if you
have requested it) against your vehicle being stolen (“Third party fire and theft”) or also against being
damaged e.g., in a road accident (“Comprehensive”).
You may also have selected any of the following optional additional covers.
Personal Accident – This product is appropriate to your need for some protection against road accident
injuries. It does not cover other types of injury, which can be insured by other Personal Accident
products.
Breakdown - This meets your need for a callout/recovery service in the event of your vehicle breaking
down.
Excess Protection – This provides financial protection up to the amount of your excess if you claim on
your motor insurance.
Helmet and Leathers – This meets your need for some cover against your helmet and clothing being
damaged in a road accident.
Lexham Insurance Consultants Ltd
Unit 21, Diss Business Hub, Hopper Way, Diss, Norfolk, IP22 4NG Tel: 01379 646504 Email:
[email protected]Authorised and regulated by the Financial Conduct Authority, FRN: 303917 Registered Office: As above Registered in
England No. 3897329
V71 – 02.2025
LEXHAM PRIVACY NOTICE
As required by the General Data Protection Regulation.
Who we are.
We (and “us” and “our”) are Lexham Insurance Consultants Ltd (an independent insurance intermediary
also trading as Marble Arch for claim handling) and LXM Management Ltd (a provider of loans), both
regulated by the Financial Conduct Authority.
Information about you.
Most of the information we hold about you (and any other named person insured) will have been
provided by you, or by someone acting on your behalf. We may also collect some data from other
sources, such as:
insurance databases or companies to check previous claims.
agencies to verify such things as identity and address, County Court Judgements or HM
Treasury sanctions.
credit checks (these are “soft” checks that do not affect your credit rating).
other openly available sources of data and social media where appropriate (e.g. to help verify
claims-related data).
Please ask if you would like more details relating to your data.
Sensitive personal information.
This includes information relating to health, disability, and criminal convictions. Such data will be used
only in connection with an insurance quotation or the administration of an insurance contract (e.g., in
connection with a claim).
What this information is used for and the basis for using it.
This information is used to assess your insurance risk to provide a quotation, to administer any insurance
and loan arranged, to deal with a claim and provide appropriate services, to recover debt, etc
(contractual necessity). It will also be used to check for possible fraud, money laundering or other crime
(legal obligation). We and your insurer will not be able to provide the requested services without this
data.
We may also send you marketing material about other related services available from the Lexham group
of companies (this is known as legitimate interests), but you may opt out of this at any time – see contact
details below.
We guarantee that we will never sell any information about you to anyone else or collect unnecessary
information – we respect the information you have provided, and it will be used only as described.
Who we may pass your information to.
Potential insurers to enable them to provide quotations or cover.
To deal with a claim, for example, various service providers such as vehicle damage assessors and
repairers, replacement vehicle providers and solicitors may need to be supplied with information about
you.
Other insurers or insurance industry databases (to help prevent fraud).
The Motor Insurance Database (as required by law).
Government agencies such as DVLA.
A loan company (LXM Management Ltd) and a direct debit operating company (Bexhill UK Ltd), if
you arrange a loan through us, and a debt recovery agency if you default on the loan.
Lexham Insurance Consultants Ltd
Unit 21, Diss Business Hub, Hopper Way, Diss, Norfolk, IP22 4NG Tel: 01379 646504 Email:
[email protected]Authorised and regulated by the Financial Conduct Authority, FRN: 303917 Registered Office: As above Registered in
England No. 3897329
V71 – 02.2025
Anyone who you may have asked us to deal with.
It is possible some of these organisations may transfer your data overseas and this may mean it may not
be as secure as in the UK (e.g., a foreign government may forcibly access data), but our contracts with
them require that they provide the same level of protection as we do.
How long we keep your information.
We only keep information about you if necessary for reasons as outlined above. Normally, we will
delete it by 14 months after you have requested a quotation but not arranged cover, or 7 years after any
insurance you have arranged has expired (in case any claim or legal action arises).
Other persons involved with your contract.
If you provide personal data about another person (such as a named rider covered by your insurance, a
loan guarantor, or a passenger injured in an accident), it is your responsibility to ensure you have their
agreement to do so and to inform them of all relevant matters relating to their data and to the terms of
any insurance and loan arranged. Or you may arrange for them to contact us.
Computer-based decisions.
Insurers’ rating procedures are partly computer-based and your personal data will be used by such
processes to assess the risk and provide any quotation.
Your rights regarding your personal data we hold.
To receive a copy of this data.
To ask us to rectify any inaccurate or incomplete data.
To ask us to stop sending you any marketing communication.
To complain about our use or storage of it.
Where we rely on your consent to use this data, to ask us to stop using it or to limit its use or to delete it.
Our contact details relating to data.
If you have any query regarding the storage, use or accuracy of data we hold about you, or to exercise
any of your rights, please contact us specifying your request as follows:
The Data Protection Officer, Lexham Insurance, Unit 21, Diss Business Hub, Hopper Way, Diss,
Norfolk IP22 4NG or
[email protected] We will tell you if we are unable to comply with your request, or how your request might impact you,
when you contact us.
Complaints.
If after contacting us as above you remain dissatisfied, you have the right to refer the matter to the
Information Commissioner's Office ("ICO") - https://ico.org.uk/global/contact-us/
Lexham Insurance Consultants Ltd
Unit 21, Diss Business Hub, Hopper Way, Diss, Norfolk, IP22 4NG Tel: 01379 646504 Email:
[email protected]Authorised and regulated by the Financial Conduct Authority, FRN: 303917 Registered Office: As above Registered in
England No. 3897329
V71 – 02.2025
