Complaints Procedure
It is our joint objective with Norwich Union to give you a first class service at all times, but if you do have any enquiry or complaint about your insurance, please contact the Ford Credit Administration Team at Box 23, Norwich Union, The Warren, Worthing, West Sussex BN14 9QD. Please give them your reference number and a representative will ensure that the matter is investigated straight away.

If it does not resolve the situation, you can write to the Chief Executive, Norwich Union Insurance at Box 29, The Warren, Worthing, West Sussex BN14 9QD who will give you a final decision. Please quote your reference number in all correspondence so that you will be given an efficient response.

If it finally proves impossible to reach an agreement, you have the right to make an appeal to the Insurance Ombudsman at South Quay Plaza, 183 Marsh Wall, London E14 9SR (Telephone 020 7964 1000).

This does not affect your legal rights.

Under the Policyholder Protection

Act 1975, as amended, you may be eligible for compensation if the insurer is unable to meet our financial obligations in respect of your insurance. Full details of these arrangements are available from the insurer on request.

Sensitive Data

Information defined as sensitive within the Data Protection Act 1998 includes health records. The insurer collects such information at claim stage. The insurer is unable to offer you this insurance unless you provide consent for the collection and use of such sensitive data at claim stage to enable the processing necessary for performance of this insurance contract. Such information will only be held and used by the underwriting insurer.

The premium is paid as a single one-off payment by Ford Credit to Norwich Union on your behalf at the start of cover. Ford Credit will spread the cost of this over your Agreement and it will be included with your monthly payments.

Termination

You may change your mind and cancel the insurance cover within the first 30 days and receive a refund of any premium paid.

Your insurance cover will last for the duration of your loan or until the earliest of the following:

• When 3 monthly payments have been missed;
• When the last monthly payment is due under the terms of your Agreement;
• When the Agreement ends;
• When all amounts due to Ford Credit have been repaid;
• Your 65th birthday or earlier and final retirement;
• When the critical illness benefit is paid, or;
• The date of your death;
• The date Ford Credit takes actual possession of the vehicle.