Our terms of business
We love clarity. It’s the reason we do things differently. So in keeping with this spirit of openness, we’ve laid out our terms of business below. These terms give you a detailed run-down of the services we provide and how we provide them.
Why read this? 🤔📃
You should read this document carefully because it sets out the legal contract between you and us, and our responsibilities towards each other. You should also read our Privacy and Cookie policies which explain how Rooster looks after your data and how we treat cookies. You can request this from our customer service team via Live Chat on the app or email hello@joinrooster.co.uk. For details about your insurance policy you should refer to your separate policy documentation.
Who are ‘we’? 💭❓
In this document the words “we”, “us”, “our” and “Rooster” all refer to Rooster Financial Services Ltd. We are a company registered in England and Wales under company number 954466 and our registered office is at 128 City Road, London, United Kingdom, EC1V 2NX. “You” refers to the individual asking us to work on your behalf under these terms of business.
Who regulates us?
Rooster Financial Services Ltd FCA 954466 and we are authorised and regulated by the Financial Conduct Authority (FCA). The FCA permits us to carry out the following activities: introducing, advising, arranging, dealing as agent in relation to, and assisting in the administration, of non-investment insurance contracts.
If you want to find out more about the FCA and their work, you can call them on 0800 111 6768. If you want to see the Financial Services Register for yourself, just visit https://register.fca.org.uk.
As you’d expect, everything we do, including these Terms of Business, is also subject to English Law and the jurisdiction of the English Courts.
Contact details 📧
You can contact us:
by post: Rooster Customer Relations, 128 City Road, London, United Kingdom, EC1V 2NX
by email: hello@joinrooster.co.uk
by chat: within the Rooster app store via our website www.joinrooster.co.uk
As we try to be as paperless as possible, we will communicate with you using the email address you give us when you sign up to complete our test drive, so it’s important that you keep this accurate and up to date. If you wish to change the email address that we use to communicate with you, please contact us.
If you’d like to receive any of the information we provide to you on paper, please let us know.
Our service
We want to provide cover that suits your needs as closely as possible. We’ll ask questions about you and the insurance you are looking for. We will provide you with information about a range of products, from a limited range of insurers, based on the answers you give. It’s down to you to decide which product works best for you, as we do not offer advice or make personal recommendations.
First and foremost, we work for our customers. In some circumstances, where it does not conflict with your best interests and is fair to you, we may work for your insurer (for example, collecting and handing over premiums to insurers and making claim payments to customers). Rooster does not hold direct or indirect voting rights or capital in any other insurance business (nor are we part or wholly owned by any other insurance business).
We set high standards for ourselves, so naturally we’re only interested in working with companies that do the same. As a result, we regularly check up on the financial strength of our partners using ratings from independent agencies such as Standard & Poor's and A M Best. This helps us to ensure that all our business partners live up to the high standards we set for ourselves. However, while we only ever work with regulated insurance companies, we cannot guarantee an insurer’s ability to pay claims.
Arranging your cover
Car insurance🚘
During the application process we ask questions about the kind of cover you’re looking for and we put together a quote based on what you have told us you need. It’s important that you give us information truthfully and accurately to allow us to do this, or your policy might not be valid. As noted above, quotes we put together are intended to help you narrow down your options, but it is always up to you whether you go ahead with a particular quote.
Additional cover - Breakdown cover, Legal expense protection & Protected no claims discount
During your quotation process we pass information about your needs to third parties who may then quote for additional cover. The policies may vary in exactly what they cover & are separate from your Rooster insurance product.
The insurers we partner with
When you come to Rooster, we offer you a range of cover options, but we can’t do it alone. We’ve partnered with several great underwriting insurers who have been carefully selected. These include Markerstudy Insurance Services Ltd, Ageas, ERS, Sabre, and LV.
Money💰
For all products, we'll tell you the insurance premiums, taxes and fees payable in our quote summary which you can see in the app before purchase. Rooster is usually paid either by receiving a percentage of the insurance premium, or by way of commission from the insurer or service provider, or by receiving an admin fee from you for arranging the insurance, or both. We may earn additional amounts from Insurers to reflect the performance of the products.
Payment options
The premium must be paid in full to us. You can choose to make a single payment or if you would prefer the total premium costs to be spread over affordable monthly payments, we can introduce you to a third-party finance provider who will assess your eligibility for credit. In providing this service we are the Credit Broker and not the Lender. As part of the assessment, the finance provider will conduct a full credit check which will show on your credit report, they will also send you their own terms and conditions. We do not charge a fee to arrange credit for you however, in addition to finance interest, other charges may be payable to the finance provider which are listed below:
Failure to sign the credit agreement - £25
Missed/late payments - £25
In the event of a claim, where the vehicle is written off, any settlement from the insurer will be used to clear the outstanding finance or premium balance owed first. Any remaining claim funds will then be passed to you. You will be liable to immediately pay any balance under the finance arrangement if a monthly payment becomes overdue or defaults. We reserve the right to cancel all cover if you do not rectify a default or pay a balance owed and we may employ the services of debt recovery agents. The finance agreement is a contract between you and the finance provider and is separate to the insurance contract.
Making changes to your policy 🔀
If you want to make a change to your policy, just contact us on our Live Chat via the app or email hello@joinrooster.co.uk. Fees may be applicable, once the changes have been made, a new Certificate and Schedule will be issued.
Cancellation 😓
If you no longer want to be a customer, we’ll be sad to see you go, but will always endeavour to make the leaving process as straightforward and simple as possible.
Whatever time you cancel your policy, we will refund you or invoice you based on our terms and conditions of cancellation which can be found in your Policy Handbook and Policy Schedule. Also set out is how you’ll be refunded when your policy is cancelled, and what fees you’ll need to pay. We’ll refund you within 21 days using the same means of payment you used for the initial transaction.
Though we’re not keen on doing it, we do reserve the right to cancel your policy ourselves.
We like to think it’ll never happen, but in the event that Rooster ceases trading or becomes insolvent (basically, if we were to go bust), we may need to cancel your policy. You’d receive a pro-rata refund of your fixed premium, and the cancellation fee would be waived.
If you are a business, we may also terminate your contract for services with us immediately if you are subject to an “insolvency event”. This means an event where you are unable to pay your debts (within the meaning of section 123 of the Insolvency Act 1986) or become insolvent. It also applies if an order is made or a resolution passed for your administration, winding-up or dissolution (if this happens for any reason other than for the purposes of a solvent amalgamation or reconstruction) or an administrative or other receiver, manager, liquidator, administrator, trustee or similar officer is appointed over all or any substantial part of your assets. It will also apply to you if you enter into or propose any composition or arrangement with your creditors generally. This will also be applicable if any similar or comparable event to any of the above scenarios we’ve described occurs in any applicable jurisdiction.
Whatever the reason, we will give at least seven days’ notice before ending the policy.
Your responsibilities
To provide you with the right cover, we need the right information. You must make sure that all the details you’ve provided us with are correct – and let us know if they change. If you don’t, you could invalidate your cover. This also applies if you’ve agreed to any assumptions during the process of getting an insurance quote and purchasing it from us.
It’s also important you understand the limits, exclusions and other terms that apply to your policy – so please read all the documents we give you. If you don’t, you run the risk of unknowingly doing something that voids your policy. If that happens, your insurer may not pay your claim.
Our responsibilities
You have certain rights under consumer protection laws. For example, under the Consumer Rights Act 2015 we must provide services to you with reasonable care and skill, and under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have certain cancellation rights which you can exercise within (usually) 14 days of the start of a contract. We must provide you with services that comply with your legal rights.
Confidentiality and data protection
We care a lot about keeping your data secure and confidential. We’ve created a separate Privacy Policy that outlines this in more detail – please give it a read.
Credit checks
To arrange your insurance, we or our partners may need to perform a credit search on you and any additional drivers in order to check your identity and assess your credit score. This will usually include a ‘soft’ check, which doesn’t affect your credit rating and can’t be seen by lenders.
If you have any questions about this, please get in touch.
Claims
Claiming isn’t complicated, but it’s a good idea to read your policy documents and make sure you know what’s involved. For example, certain kinds of claims may require a crime reference number. And in most cases, you’ll need to inform us of an accident as soon as possible.
Conflicts of interest
If for any reason our work for you causes a conflict of interest with another party we’re associated with, we’ll write to let you know. We’ll explain the nature of the conflict, set out a plan to ensure it doesn’t affect our work, and won’t proceed unless you’re happy.
Treating you fairly 🤝
We designed Rooster to provide a fairer deal for good drivers. So fairness is a pretty big deal for us. If you don’t feel fairly treated, we’re not doing our job properly. If you feel your needs aren’t being met, or if you’ve got some ideas on how we could do better, please let us know.
Compensation
We are covered by the Financial Services Compensation Scheme (FSCS). In the unlikely event that we can't fulfil our obligations to you, they may be able to provide compensation. Further information about compensation scheme arrangements is available from www.fscs.org.uk.
If you wish to make a formal complaint
We’ll always aim to resolve it as quickly as possible. Formal complaints must be either emailed to us at hello@joinrooster.co.uk , or if you prefer post, the address to use is: at 128 City Road, London, United Kingdom, EC1V 2NX
You can find more details of our complaints handling procedure here.
If you are not satisfied with the way we deal with your complaint, contacting the Financial Ombudsman Service (FOS) could be a good next step. You can find out more about the FOS and the situations in which they can help you at www.financial-ombudsman.org.uk.
Email address: complaint.info@financial-ombudsman.org.uk.
Postal address: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR.
Some final points
If any part (‘provision’) of these terms of business is found to be unlawful, invalid or unenforceable, that provision will be considered separated from the rest of these terms (‘deemed severed’) and the validity and enforceability of the remaining provisions of these terms of business will not be affected.
We reserve the right to change or amend these terms of business at any time by publishing the modified terms of business on this website. Any changes will take effect immediately from the date they’re published on the website.
If you break the conditions of these terms of business and we don’t take action against you straight away, we’re still entitled to enforce our rights, whether that’s in relation to that breach or any subsequent breach.
You should make sure you’ve read this documentation and information carefully before you apply for an online quotation or online cover, and make sure that you understand it.
Unless expressly agreed in writing by us, no one other than a party to these terms of business (that means nobody other than us or you) has any right to enforce any of these terms of business.
Any of these terms of business which state they’ll continue after the end of your policy or our contract with you, or are intended to do so, will do so.