Regulatory Information

Focus Insurance Services is a trading name of Captios Limited, an independent insurance broker authorised and regulated by the Financial Conduct Authority (FCA).

We are an insurance broker. This means:

• We arrange insurance on your behalf
• We do not underwrite or insure risks ourselves
• The insurer is responsible for underwriting decisions and claims outcomes

Our FCA permissions and the scope of our regulated activities are shown on the FCA Register. You can verify our authorisation status by visiting register.fca.org.uk or by contacting the FCA on 0800 111 6768.

We typically act as your agent when arranging insurance, unless we tell you otherwise.

In certain circumstances we may act for an insurer (for example, when collecting premiums). Where this applies, we will make it clear at point of sale.

We access insurance markets through a panel of insurers and underwriting partners. We are not required to provide a "whole of market" analysis and may use a single insurer for some products where appropriate.

An insurer list may be available on request depending on product and market arrangements.

It is important that the information you provide is accurate and complete when:

• Arranging cover
• Renewing cover
• Making changes mid-term
• Reporting a claim

We can provide claims guidance and support during business hours, including:

• Explaining what the insurer typically needs
• Helping you prepare evidence and documentation
• Explaining typical claim stages and timelines
• Liaising with the insurer where appropriate

However: Claims are handled by the insurer. We do not make settlement decisions and cannot guarantee outcomes.

Where we hold client money, we do so in accordance with FCA client money rules (CASS 5).

In some cases, risk transfer may apply (meaning payments to us may be treated as received by the insurer, and claims monies may be treated as received by you, depending on arrangements). We will explain the relevant client money status at point of sale.

We may be remunerated by:

• Commission paid by insurers (typically a percentage of the premium)
• Fees agreed with you for specific services (where applicable)

Details will be set out in your documentation. You are entitled to request information about the commission we receive at any time.

10. Premium Finance

Where instalments are arranged through a premium finance provider, this is a separate credit agreement between you and the lender. We may receive a commission from the lender for introducing premium finance.

We will provide appropriate information at the time you consider finance.

11. Conflicts of Interest

We maintain arrangements to identify and manage conflicts of interest. If a conflict arises that cannot be managed appropriately, we may decline to act.

12. Complaints and Compensation

If you are unhappy with our service, you can use our Complaints Procedure.

Depending on the product and circumstances, you may also be eligible to refer a complaint to the Financial Ombudsman Service, and you may have rights under the Financial Services Compensation Scheme (FSCS).

13. Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations, depending on the type of business and the circumstances of the claim.

Further information is available from the FSCS at www.fscs.org.uk or by calling 0800 678 1100.

14. Professional Indemnity Insurance

We maintain Professional Indemnity Insurance in accordance with FCA requirements. This provides protection for our clients in the event that we are found to be negligent in providing our services.

15. Data Protection

We are registered with the Information Commissioner's Office (ICO) and comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. For more information, please see our Privacy Policy.

16. Terms of Business

Full details of the terms on which we act as your insurance broker are set out in our Terms of Business.