Compliance &
Complaints
Important information about Swan Protect. We are committed to operating with complete transparency regarding our regulatory status, services, and complaints procedure.
Trading & Legal Name
Swan Protect
Stonebridge Cover Limited
Contact Details
[insert phone number]
[insert email]
Registration
Company No: [insert company number]
[insert registered office]
Regulatory Status
Swan Protect is a trading name of Stonebridge Cover Limited, which is [authorised and regulated by the Financial Conduct Authority / an appointed representative of an FCA-authorised firm]. Firm Reference Number: [insert FRN].
Our service
We help customers understand, compare and arrange health insurance and related protection products. Depending on the permissions and service model approved for the business, we may provide:
Insurers we work with
We may compare products from a selected panel of insurers and providers.
The insurers available may vary depending on product type, customer circumstances, underwriting and market availability.
We will explain the scope of our service before you proceed.
How we are paid
If you take out a policy through Swan Protect, we may receive commission from the insurer or provider.
The commission may vary depending on the insurer, product and premium. You are entitled to ask us for information about the commission we receive in relation to your policy.
If any customer fee applies, we will tell you clearly before you proceed.
Your responsibility
You must provide complete and accurate information when applying for insurance. This includes answering questions about age, address, medical history, smoking status, current cover and any other information requested by the insurer.
Incorrect or incomplete information could result in:
If you are unsure how to answer a question, ask us before submitting the application.
Policy documents
Before taking out a policy, you should read:
- The quote summary
- Policy wording
- Insurance Product Information Document
- Key facts document
- Terms and conditions
- Exclusions
- Underwriting terms
- Cancellation rights
- Renewal information
We will help explain key points, but it is important that you read and understand the documents before proceeding.
Vulnerable customers and additional support
We want customers to receive information in a way they can understand.
Please tell us if you need extra support because of health, disability, bereavement, financial difficulty, language needs, caring responsibilities or any other personal circumstance.
We can consider adjustments such as:
Our aim is to help customers make informed decisions.
Complaints procedure
We aim to provide a high standard of service. If something goes wrong, please tell us so we can investigate.
1. How to make a complaint
Please include:
- Your full name
- Contact details
- Policy number, if applicable
- A clear description of your complaint
- What you would like us to do to resolve it
- Any supporting documents
2. What happens after you complain?
We will acknowledge your complaint promptly. We will investigate the matter fairly and carefully. We may contact you for more information if needed.
For most complaints, we will provide a final response within eight weeks. If we cannot respond within that time, we will explain why and tell you what options are available.
3. Financial Ombudsman Service
If you are unhappy with our final response, or if we do not respond within the relevant time limit, you may be able to refer your complaint to the Financial Ombudsman Service. You normally need to do this within six months of the date of our final response letter.
Financial Ombudsman Service contact details:
- Website: www.financial-ombudsman.org.uk
- Telephone: 0800 023 4567
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Financial Services Compensation Scheme
You may be entitled to compensation from the Financial Services Compensation Scheme if a regulated firm is unable to meet its obligations.
Eligibility depends on the type of product, the circumstances of the claim and the regulatory status of the firm involved.
Treating customers fairly
We aim to communicate in a way that is clear, fair and not misleading. We want customers to:
- Understand the cover they are considering
- Know what is included and excluded
- Understand how we are paid
- Have enough information to make a decision
- Be able to ask questions before applying
- Receive support if they need additional help
Financial promotions and website content
Website content is for general information only. It should not be treated as a personal recommendation unless we have gathered your information and clearly confirmed that advice is being provided.
Insurance terms can change. Always review the insurer’s current policy documents before applying.