about our services
Pollard and Smiles Ltd
42 Newgate Ltd Morpeth Northumberland NE61 1BE
1. The Financial Services Authority (FSA)
The FSA is the independent watchdog that regulates financial services. It requires us to give you this document. Use this information to decide if our services are right for you.
2. Whose products do we offer?
Insurance
X	We offer products from a range of insurers for term assurance, critical illness cover, income protection, and private medical insurance.
X	We only offer products from a limited number of insurers for buildings & contents and sickness, accident & redundancy cover. Ask us for a list of the insurers we offer insurance from.
	We only offer products from a single insurer.
Mortgages
X	We offer mortgages from the whole market.
	We only offer mortgages from a limited number of lenders. Ask us for a list of the lenders we offer mortgages from.
	We only offer a limited range of mortgages from a single lender.
3. Which service will we provide you with?
Insurance
X	We will advise and make a recommendation for you after we have assessed your needs for term assurance, critical illness cover, income protection, and private medical insurance.
	You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.
Mortgages
X	We will advise and make a recommendation for you after we have assessed your needs.
	You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.
4. What will you have to pay us for our services?
Insurance
	A fee.
X	No fee.
You will receive a quotation which will tell you about any other fees relating to any particular insurance policy.
Mortgages
	No fee. We will be paid by commission from the lender.
	A fee
	We will charge you a fee of £200.00 to cover the arranging and administration of your mortgage which is payable on completion. We will also receive a fee from the lender. We do not know how much this will be, as we do not know who the lender will be at this stage e.g. if the lender pays 0.25% as an introduction fee and your loan is for £50,000 we will receive £125.00.
You will receive a key facts illustration when considering a particular mortgage, which will tell you about any fees relating to it.
Refund of fees If we charge you a fee, and your mortgage does not go ahead, you will receive:
	A full refund
	No refund if we charge you a fee, and your mortgage does not complete, you will not receive a refund if a mortgage application has been submitted to a lender and the mortgage does not proceed to completion and is not replaced by another.
5. Who regulates us?
Pollard & Smiles Ltd, 42 Newgate Street, Morpeth, Northumberland, NE61 1BE is authorised and regulated by the Financial Services Authority. Our FSA Register number is [ ]. Our permitted business is advising and arranging general insurance contracts and regulated mortgage contracts. You can check this on the FSA’s Register by visiting the FSA’s website www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234.
6. What to do if you have a complaint
If you wish to register a complaint, please contact us: In writing: Write to Steven Smiles, Pollard & Smiles Ltd, 42 Newgate Street, Morpeth, Northumberland, NE61 1BE By phone: Telephone 01670 504999 If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.
7. Are we covered by the Financial Services Compensation Scheme (FSCS)?
We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.
Insurance
	Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit.
Mortgages
	Mortgage advising and arranging is covered for 100% of the first £30,000 and 90% of the next £20,000 so the maximum compensation is £48,000.
Further information about compensation scheme arrangements is available from the FSCS.