Terms & Conditions

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Conditions of Use
Our complaint procedure
Compensation arrangements

1. Conditions of Use

These are the Conditions of Use for www.sheilaswheelsbroker.com. The Site is operated by esure broker Limited, a wholly owned subsidiary of esure Services Limited which is a part of the esure Group (we, us and our). Additionally, our chosen Partners operate through this Site. These Conditions of Use are governed and enforced by esure broker Limited, trading as Sheilas’ Wheels Broker, a limited company registered in England and Wales. esure broker Limited's registered company number is 07464424, and its registered office is at The Observatory, Castlefield Road, Reigate, Surrey, RH2 0SG. esure broker Limited’s VAT registration number is 974 8812  67.

esure broker Limited is an appointed representative of esure Services Limited who is registered in England and Wales number 02135610 at The Observatory, Castlefield Road, Reigate, Surrey, RH2 0SG, and is authorised and regulated by the Financial Conduct Authority Number 312063. The Financial Conduct Authority website, which includes a register of all regulated firms, can be visited at www.fca.org.uk, or they can be contacted by calling 0800 111 6788.

Please read the following information carefully as your use of the Site will be subject to these terms and conditions and by continuing to use the Site you agree to be bound by them. Any insurance products you order from the Site are supplied pursuant to our separate Terms of Business, in addition to the terms and conditions of the applicable policy (governed by the relevant Partner) set out in the schedule of cover, policy documents and/or conditions of purchase notified to you during the purchasing process. If you decide to purchase Optional Extras policies with your chosen motor insurance policy, these will also be governed by separate terms and conditions between you and the applicable insurer.

If you want to pay for your insurance by monthly direct debit through the Site, you may be required to enter into a separate credit agreement with a third party credit provider.

Changing these Conditions of Use
We reserve the right to change these Conditions of Use from time to time by changing them on the Site. These Conditions of Use were last updated on 24th September 2012.

“esure Group” and “Group Members” means at any relevant time, in relation to Sheilas’ Wheels Broker, any member of the group of companies in which Sheilas’ Wheels Broker is a member. “Partners” means esure broker’s panel of insurers which underwrite the insurance policies made available through this Site.

This Site is for private individuals only
The information on this Site is directed at residents of England, Scotland and Wales. One or more of our Partners may be able to insure cars in Northern Ireland, the Isle of Man or the Channel Islands, however it depends on the Partner and the policy. The products and services described in this Site are available to private individuals in those territories for their use only. You are not permitted to use this Site or to copy any material from the Site for any commercial purpose.

Your responsibilities
We will provide you with a quotation based on the information you have provided to us. You must take reasonable care to answer all questions we ask you honestly and accurately. Failure to provide complete and accurate information could lead to your insurance being invalid and you being liable for any third party costs in the event of an accident.

We act as your agent in introducing you to our Partners. However, whilst you purchase insurance policies via the service we offer on this Site, you buy the actual insurance policy from one of our Partners and agree to their terms and conditions as set out in the schedule of cover, policy documents and/or conditions of purchase notified to you during the purchasing process.

Before accepting a policy it is therefore very important that all the information the insurer holds about you is accurate. It is your responsibility to ensure all details are complete and correct.

The technology used is very sophisticated but not infallible. If the information passed is not complete or correct it is your responsibility to identify the mistake and, as such, we exclude all liability which by law we are permitted to exclude, in respect of all losses you may incur.

If you have any doubt whether the information provided by you is incomplete or inaccurate, please contact us on 0345 603 0380 during the hours of Monday - Friday 9am - 5pm, or email us on customer.services@sheilaswheelsbroker.com.

Quotations and Premiums
The Site content does not constitute an offer by Sheilas’ Wheels Broker to sell insurance to everyone who visits the Site. The quotations provided on this Site are intended as an indication only of the likely premium based on the information you provide. They're not binding quotations. If you decide you want to buy a policy, then we'll ask you to confirm the information you've provided. If you fail to disclose any relevant information, or provide any inaccurate information, this may invalidate your insurance policy. If you provide us with information about another person, then it is your responsibility to check that the information you provide is accurate and that the other person has given you permission to give their information to us.

When you complete the Payment Details section of the Site, we'll treat this as your proposal of insurance. You are not insured until you receive confirmation from us that your payment and proposal has been accepted by the relevant Partner. The decision whether to accept your proposal of insurance by one of our Partners is at their sole discretion and we will not be held responsible to you if they reject your proposal. When you take out an insurance policy through the Site we will send you a link to download a copy of your schedule, policy booklet and your Certificate of Motor Insurance. You should keep a copy of all information submitted to and/or received from us and our Partners for your own records.

Your personal information
Use of your personal information submitted via the Site is governed by our Privacy Notice statement. That policy is incorporated into, and forms part of these Conditions of Use.

Lawful use
The Site is intended for your personal non-commercial use only, in accordance with these Conditions of Use. The services contained on this Site may be supplied on a commercial basis on payment to us of our fees from time to time. See the ‘Contact’ section further on if you would like to contact us for more details.

You may copy or store any part of the Site for your own personal use, but otherwise you are not allowed to copy part or all of this Site (either on paper or by copying to disk).

You must only use the Site and anything available from the Site for lawful purposes (complying with all applicable laws and regulations), in a responsible manner, and not in a way that might damage our name or reputation or that of any of our Group Members or Partners.

All rights granted to you under these Conditions of Use shall terminate immediately in the event that you are in breach of any of them.

Our intellectual property rights
The owner of this Site is Sheilas’ Wheels Broker. The copyright and other intellectual property rights in any content of the Site (including text, graphics, software, photographs and other images, videos, sound, trade marks and logos) are owned by us or by third parties that have given us permission to use them. Except as expressly set out here, nothing in these terms and conditions gives you any rights in respect of any intellectual property owned by us or our licensors and you acknowledge that you do not acquire any ownership rights by downloading, printing or saving content from the Site. In the event that you print off, copy or save pages from the Site (only as permitted by these Conditions of Use), you must ensure that any copyright, trade mark or other intellectual property right notices contained in the original content are reproduced.

You acknowledge that damages may not be an adequate remedy for any infringement of our intellectual property rights and that we shall be entitled to the remedies of injunction, specific performance and other equitable relief for any threatened or actual breach of our intellectual property rights by you and that no proof of special damages shall be necessary for the enforcement of these rights.

Availability and content of this Site
Whilst we take care to ensure that the information contained in this Site is accurate and up-to-date, we make or give no promises, representations or warranties about the accuracy, completeness, currency, correctness, reliability, integrity or originality of any information on the Site. To the extent we are permitted to by law, we hereby exclude all implied warranties, conditions or other terms of any kind.

We may change the Site content and remove products from the Site from time to time. If we do this, then your continued use of the Site will be deemed to be acceptance of the change. However, in relation to insurance products, the Partner won't change the terms and conditions that apply to your policy during the term of your policy, and we and the applicable Partner will tell you before you renew your policy if any of the policy terms and conditions have changed.

You acknowledge that there are technical limitations which affect the performance and availability of the Site and that conditions affecting transmission and communication links are most times outside our control. We cannot guarantee the continuous, uninterrupted or error-free operability of the Site.

Sometimes this Site will be temporarily unavailable because we are carrying out maintenance or updates. At these times, you can contact us by telephone on 0345 603 0380 between the hours of Monday - Friday 9am - 5pm.

We cannot and do not guarantee that any content of the Site will be free from viruses and/or other code that may have contaminating or destructive elements. It is your responsibility to implement appropriate IT security safeguards (including anti-virus and other security checks) to satisfy your particular requirements as to the safety and reliability of content.

Links and third party information
This Site contains links to sites operated by persons and/or companies other than our Group Members. We provide these links for your assistance and information.

We're not responsible for the availability or content of these third party sites and we're not responsible for any of the goods or services available from these third party sites. The fact that we include links to such external sites does not imply any endorsement of, or association with, their operators.

Nothing in these Terms and Conditions shall limit or exclude our liability to you for death or personal injury caused by our negligence or for fraudulent misrepresentation or any other liability that may not, under English law, be limited or excluded. Subject to this, in no event shall we be liable to you for any business losses. Any liability we do have for losses you suffer is strictly limited to losses that were reasonably foreseeable.

This disclaimer does not affect your statutory rights in respect of any products or services that you purchase from this Site.

Third party rights

The Group Members may enforce these Conditions of Use subject to and in accordance with the provisions of the Contracts (Rights of Third Parties) Act 1999. No other person shall have the right to enforce any of these terms by virtue of that Act.

Striking out unenforceable terms

If any of these Conditions of Use are found by any court or administrative body of competent jurisdiction to be invalid or unenforceable for any reason, such provision shall be deemed deleted and will not affect the validity of enforceability of the remaining provisions.


If you live in England or Wales, the courts of England and Wales will have exclusive jurisdiction to adjudicate any dispute between us. If you live in Scotland, the courts of Scotland will have exclusive jurisdiction to adjudicate on any dispute between us. Nothing shall prevent us from bringing proceedings to protect our intellectual property rights before any competent court.

Contacting us

Please submit any questions you have about these Conditions of Use or any problems concerning the Site by email to customer.services@sheilaswheels.com or write to us at:

Customer Services

Sheilas’ Wheels Broker
The Observatory


2. Our complaints procedure

We always aim to get things right first time for our customers, although we know that sometimes you will feel this hasn’t happened. We want to hear about this so we have an opportunity to put things right for you.
If you need to complain we are committed to having an accessible complaints process where we will always try to resolve your complaint speedily and at the earliest possible stage.
Step One
Often if you ring us we can sort things out for you straight away, with this in mind please call us first.
If your complaint is about your claim then please follow the complaints procedure in your policy booklet.
If it is about any other matter:
Call 0345 604 3683.
Every effort will be made to sort things out for you within 3 days after your complaint is received. Once we’ve resolved your complaint we will send you an email or letter just to confirm you’re happy with what’s been agreed – this is a Summary Resolution Communication. This is so we can tell you about the complaints service we offer and how the Financial Ombudsman Service can help should you need it.
Step Two
When a complaint can’t be resolved quickly or you aren’t happy with the initial resolution our Customer Relations team are here to help you. This is a dedicated team who will carry out an independent review for you and they act with the full authority of our Chief Executive.
We’ll contact you to tell you who will own your complaint and how long you can expect to wait for a decision. We will write to you with our view – this is known as a ‘final decision’ letter.
The email address is CustomerRelations@sheilaswheelsbroker.com or you can write to;
Customer Relations
Sheilas’ Wheels broker
The Observatory
Step Three
If you're still unhappy following Step One or Step Two you can approch the Financial Ombudsman Service. They're an independent body who have been set up to resolve any disputes between customers and financial companies, including insurers.
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge.  Although there are time limits for referring your complaint to the Ombudsman, we will usually agree to the Ombudsman considering your complaint even if you refer the complaint outside the time limits. On the rare occasion where we won't give consent we will explain this in our final decision letter. 
Their website has a great deal of useful information www.finanical-ombudsman.org.uk
You can contact them on;
Tel: 0300 1239 123 or 0800 0234 567
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
If you bought one of our products online you also have a right to refer your complaint to the UK Online Dispute Resolution Platform where you may be able to get help raising your complaint with the Financial Ombudsman Service.


3. Compensation arrangements

Sheilas’ Wheels Broker Limited, esure Services Limited and esure Insurance Limited are all covered by the Financial Services Compensation Scheme (FSCS).

In the unlikely event that any firm providing insurance goes out of business or into liquidation, you may be entitled to compensation from the scheme. Generally the FSCS may arrange to transfer a policy to another insurer, provide a new policy or, if these actions are not possible, provide compensation. Further information about compensation scheme arrangements is available from the FSCS at Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU. Tel 0207 741 4100 or 0800 678 1100 or visit www.fscs.org.uk