Terms and conditions of use

Introduction

These terms and conditions are between:

• You, the user of this website
• Us (or "we"), Prima Subsidiary Ltd, trading as Prima, our company number is 12728615 and our registered office is 71-73 Carter Lane, London, England, EC4V 5EQ. We are the operator of this website. We are an Appointed Representative [FRN: 982907] of Pro MGA Solutions Ltd, a company authorised and regulated by the FCA under number 770419.

These terms and conditions apply to your use of this website and you should read them carefully.

If you don’t agree to be bound by these terms and conditions, you should stop using this website immediately. Your use of this website will be deemed as you accepting these terms and conditions.

Governing law

Unless otherwise agreed, these terms and conditions and will be:

• Governed by the laws of England and Wales
• Subject to the exclusive jurisdiction of the courts of England and Wales

Changes to this agreement

We may update these terms and conditions from time to time. The date at the top of this page shows when the terms and conditions were last updated. The latest version will always be available at https://helloprima.co.uk/terms-and-conditions.

Geographical restrictions

You’ll only be able to use the products and services described on this website if you’re a UK resident.

Your use of this website

We may update and change the website from time to time to reflect changes to our products, our users' needs and our business priorities. We do not guarantee that the website, or any content on it, will always be available or be uninterrupted. We may suspend, withdraw or restrict the availability of all or any part of our site for business and operational reasons.

You must not use this website in any way that impairs or is likely to impair or otherwise affect the integrity or security of the website or cause or likely cause harm or damage to other users of the website or us. You acknowledge and agree that you are responsible for electronic communications sent from your computer.

You must not extract, download, scrape, distribute or reproduce any material on or from this website, including but not limited to information relating to insurance prices.

Product and services terms and conditions

The content of this website is for information only. Any insurance products offered to you via this website do not constitute a recommendation. We do not offer financial or other advice in relation to any products offered. It is your responsibility to ensure a product meets your requirements.

The content on this website is not an offer by us to sell a product to you. Provision of a quote by us is not a guarantee that the product will be available. If you request to purchase a product, that will constitute an offer by you to purchase the product, subject to the terms and conditions of that particular product. If we accept your offer, we will send you a confirmation of your purchase.

It is your responsibility to ensure that the details you give us while using this website or purchasing a product from us are accurate and complete. You must also ensure that you have sufficient funds available to complete any purchase. Failure to ensure the above may invalidate or allow us to terminate your policy or use of this website.

Separate terms will apply to any insurance policy purchased by you through this website. These terms will be made available to you in your purchase confirmation email. Insurance purchased via this website will be underwritten by Alwyn Insurance Company Limited ("Alwyn") and the terms of any policy will be as between you and Alwyn.

Alwyn is a company registered in Gibraltar, with company number 106261 and with its registered office at P.O. Box 1338, First Floor Grand Ocean Plaza, Ocean Village, Gibraltar. Alwyn is authorised and regulated by the Gibraltar Financial Services Commission.

Disclaimer and liability

We do our best to make sure that this website is available and functional at all times. However, we can’t guarantee this and won’t accept liability if this isn’t the case. We also do our best to make sure that the information on this website is secure, accurate and free of viruses. However, we won’t accept any liability if this isn’t the case.

Nothing in these terms and conditions will limit our or your liability in any way that’s not permitted under applicable law, including death or personal injury resulting from negligence. Otherwise, we won’t accept liability in respect of any financial losses, loss of data or other losses not reasonably foreseeable by us when permitting you to use the website.

Complaints

We aim to provide the very best possible service to our customers. However, if you believe that we have fallen short of your expectations and would like to make a complaint, please write to us at one of the below addresses and we will endeavour to resolve your complaint fairly and promptly.

• Email: [email protected]
• Post: Complaints Manager, Prima, 71-73 Carter Lane, London, EC4V 5EQ

The responsible person(s) will acknowledge the complaint within five working days.

A written complaint must be responded to within 20 working days, in the event we need more time we do have eight weeks in line with the deadline set by the FCA. The complainant must be informed of the delay and when they can expect a full response.

If you are not happy with that outcome of your complaint and would like to escalate it, you can contact the Financial Ombudsman Service at:

• Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0800 023 4567 (calls from UK landlines and mobiles are free) or 0300 123 9123
• Website: www.financial-ombudsman.org.uk

Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure does not affect your right to take legal action.

Intellectual property

All content within this website, unless stated otherwise, is the property of Prima Subsidiary Ltd, trading as Prima. You may access and use this site for non-commercial use only. No part of it may be copied or interfered with.

Personal Information

Our Privacy Policy and Cookie policy form part of these conditions. They set out the ways we collect, use and share your personal information, as well as your rights in relation to that data. Please read them carefully at https://www.helloprima.co.uk/privacy-policy.

Accessibility

We want as many people as possible to be able to use this website. AbilityNet has advice on making your device easier to use if you have a disability. This website is partially conformant with the Web Content Accessibility Guidelines version 2.1 AA standard. We plan for it to be fully compliant by the end of 2023.

To contact us to provide feedback on this, please email [email protected] and we’ll aim to get back to you in 7 days.