17. Terms of our Travel Insurance
If you have purchased an insurance policy from us the following terms apply.

a) ABOUT US
Directline Holidays of No. 1 Croydon, 12-16 Addiscombe Road, Croydon, Surrey, CR0 0XT, is an Appointed Representative of Citybond Holdings Plc, 109 Elmers End Road, Beckenham, Kent, BR3 4SY, which is authorised and regulated by the Financial Services Authority (FSA) to transact general insurance business. Citybond’s FSA Registration number is 312208. You can check this information on the FSA’s Register by visiting the FSA’s website at www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234. We are not connected with Directline Insurance.

b) OUR TRAVEL INSURANCE PRODUCTS & SERVICE
This travel insurance is suitable for those who wish to insure themselves when travelling in respect of medical emergencies, cancellation, losses to baggage or money, personal liability and similar expenses incurred from their travel. We only offer travel insurance products from a single insurer. We do not give advice or make personal recommendations in connection with any travel insurance product. However, we will ask you questions in order to provide you with a quotation, leaving you to make your own decision as to how you wish to proceed and whether this product fulfils your specific insurance requirements.

c) INSURANCE PREMIUMS & FEES
We collect and hold insurance premiums as agent of the insurer. When we provide you with a quotation, we will tell you about any fees which may apply in addition to the insurance premium.

d ) YOUR DUTY OF DISCLOSURE
It is important that you provide us and/or your insurers with any information likely to affect the assessment and acceptance of your travel insurance. You are responsible, on an ongoing basis, for providing information that you know, or could reasonably be expected to know, relating to the travel cover we arrange for you. If you are in any doubt as to whether information is relevant then you should disclose it to us and/or your insurers.

e) COMPLAINTS PROCEDURE
We recognise the importance of service and set ourselves high standards. Should there be an occasion when we do not meet your expectations, we are equally committed to dealing with any complaint in a thorough and professional manner.

If you wish to make a complaint please contact us in writing, addressed to:
Customer Services Department, Directline Holidays, No. 1 Croydon, 12-16 Addiscombe Road, Croydon, CR0 0XT
Telephone: 0871 472 4635

If you cannot settle your complaint with us you may be entitled to refer it to the Financial Ombudsman Service.

f) FINANCIAL SERVICES COMPENSATION SCHEME (FSCS)
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and the circumstances of the claim. Further information about the compensation scheme arrangements is available from the FSCS (www.fscs.org.uk).

g) YOUR CANCELLATION RIGHTS
If you wish to cancel your policy within 14 days of receipt of your policy documents, please notify us on 0871 472 4635 for a full refund providing you have not travelled and no claim has been made. If you cancel after 14 days of receipt of the documents no premium refund is due.