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Terms and Conditions

Data Protection: -

HIGHCROSS AUTOSERVICES LTD (HAS) CLAIMS WEBSITE TERMS OF USE:

Your Acceptance of these Claims Website Terms of Use

1. By selecting any icons/buttons which indicate that information will be submitted" when prompted, You are thereby agreeing to use this Claims Website (defined at paragraph 5 below), before the point at which You input and submit to HAS Your own and any Third Parties personal information, You agree to the agreement below including but not limited to Our Privacy Policy (paragraph 10 below), setting out how We use Your personal information, as summarised in Our Fair Processing Notice (paragraph 11 below).

Who we are:

2. Wherever the name "HAS", "HAS Website Provider", "Our", "We" or "Us" is used within these pages, this refers to one or more of the brands of HAS that operate in the United Kingdom and who may or may not offer insurance and financial products or services on or in relation to this Claims Website.

• For more information concerning HAS - www.highcrossautoservices.co.uk

• HAS is owned by Highcross AutoServices Ltd (HAS)

Your Licence to Use Our Claims Website:

3. This end user licence agreement ("Claims Website Licence") is concluded between the end user ("You" / "Your" / "Yourself") and the license website licence provider (the "HAS Website Provider" / "HAS" / "Our" / "We" / "Us").

4. We retain all rights that We do not expressly give You in these HAS Terms. The claims submission portal product that is subject to these HAS Terms is referred to in these HAS Terms as the "Claims Website". The insurer providing insurance claims handling services through the Claims Website is referred to as the "Insurer".
Scope of Licence Granted to You:

5. This Claims Website Licence granted to You for the Claims Website by Us is limited to You alone and as such is a non-transferable licence to use the Claims Website on any phone or device that You own or control and as permitted by the Usage Rules set forth by HAS’ Terms and Conditions (the "Usage Rules").

6. This Claims Website Licence does not allow You to use the Claims Website on any phone or device that you do not own or control, and You may not distribute or make the Claims Website available over a network where it could be used by multiple devices at the same time.

7. You may not rent, lease, lend, sell, redistribute or sublicense the Claims Website. You may not copy (except as expressly permitted by this Claims Website Licence and the Usage Rules) decompile, reverse engineer, disassemble, attempt to derive the source code of, modify, or create derivative works of the Claims Website, any updates, or any part thereof (except as and only to the extent any foregoing restriction is prohibited by website or applicable law or to the extent as may be permitted by the licensing terms governing use of any open sourced components included with the Claims Website) ("Prohibited Acts").

8. You agree and acknowledge that any attempt to do any one or more of the Prohibited Acts is a violation of the rights of HAS and its licence. If You breach this restriction You may be subject to prosecution and a claim for damages. The terms of the Claims Website Licence will govern any upgrades provided by HAS that replace and/or supplement the original Claims Website, unless such upgrade is accompanied by a separate licence in which case the terms of that licence will govern.

Your Personal Information - Your Consent to Use of Data:

9. Our usage of your personal information is governed by our Privacy Policy and Fair Processing Notice which form part of these HAS Terms. Please read the Privacy Policy carefully - it deals with your rights and our obligations in relation to Your personal data, including what We can do with it, to whom we may disclose it together with Your rights of access.

Fair Processing Notice:

10. In accordance with these HAS Terms:
• We will only use Your personal information (and that of any third party submitted by You on their behalf) for the purpose of providing the claims handling service and processing the claim ("Claims Processing") through and as set out in the Claims Website;
• At the earlier of the point of accepting these HAS Terms in accordance with paragraph 1 or Your submission of the claim together with personal information to Us, You (on behalf of Yourself and any third parties whose personal information that You submit to Us) agree to Our sharing of this personal information with authorised parties for the sole purpose of Claims Processing;
• You will receive telephone calls from Us or authorised parties for the purpose of Claims Processing.

Termination:

11. The Claims Website Licence is effective until terminated by You or Us. Your rights under this Claims Website Licence will terminate automatically without notice from Us if You fail to comply with any term(s) of this Claims Website Licence. Upon termination of the Claims Website Licence, You shall cease all use of the Claims Website, and destroy all copies, full or partial, of the Claims Website.

Service and Third Party Materials:

12. The Claims Website will enable access to the Claims Website services and from time to time web sites (collectively and individually, "Services"). Use of the Services may require internet access, in which case You acknowledge that additional items of service may apply.

13. Certain Services may display, include or make available content, data, information, website applications or materials from third parties ("Third Party Materials").

14. By using the Services You acknowledge and agree that:
• We are not responsible for examining or evaluating the content of such Third Party Materials or web sites;
• We do not have any liability or responsibility to You or any other person for Third Party Materials or web sites.

15. We, nor any of Our content providers, guarantees the availability, accuracy, completeness, reliability or timeliness of stock information or location data displayed by any Services.

16. You acknowledge that any Services and Third Party Materials may contain proprietary content, information and material that is protected by applicable intellectual property and other laws, including but not limited to copyright, and agree that You will not use (including but not limited to use for any commercial purposes) copy, re-use such proprietary content, information or materials in any way whatsoever except for permitted use of the Services. No portion of the Services or Third Party Materials may be reproduced in any form or by any means. You agree not to modify, rent, lease, loan, sell, distribute, or create derivative works based on the Services or Third Party Materials, in any matter and You shall not exploit the Services or Third Party Materials in any unauthorised way.

Limitation by Liability:

17. To the extent permitted by law, We shall not be liable for any indirect damage arising out of or in relation to Your use or inability to use the Claims Website, however caused, including but not limited to Your failure to submit to Us any true and accurate personal information, whether relating to You or any other party on whose behalf You submit such personal information to Us. In no event shall Our total liability to You for all damages (other than as may be required by website applicable law) exceed the greater of the one off, access price that You pay to Us to access this Claims Website.

Applicable Law:

18. The laws of England and Wales govern these HAS Terms and Your Claims Website Licence and Your use of the Claims Website and the courts of England and Wales shall have exclusive jurisdiction.

Complaint:

19. If you have a complaint

Complaints Procedure

Our promise of service

Our goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers' problems promptly and fairly.

What will happen if you complain?

We will acknowledge your complaint promptly.

We aim to resolve all complaints as quickly as possible.

Most of our customers' concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely, we will contact you with an update within 10 working days of receipt and give you an expected date of response.

What should I do?

You can make a complaint, by phone 01933 231038, email admin@highcrossautoservices.co.uk or write to us:  The Team Manager, Highcross AutoServices Ltd Premier Business House 43-45 Sanders Road Finedon Road Ind Est Wellingborough Northants NN8 4NL

What you'll need to tell us so that we can help you

  • Your personal details
  • Your claim details or if your complaint is not related to a claim full details of the complaint
  • Your Registration Number
  • What's gone wrong
  • What you would like us to do to put things right

What we will do to resolve your complaint

  • We will acknowledge your complaint within 2 working days and contact you to advise of the intended course of action, we will also follow up all of our communications in writing
  • We will automatically refer your complaint to our formal complaints procedure should we be unable to resolve it within 3 working days
  • We'll treat your complaint fairly
  • We'll resolve your complaint as soon as possible and we will try to do this within 10 working days
  • For more complex issues it's likely that we will need longer to look into what's happened and we may ask you for further information to help us reach a decision, we will aim to resolve more complex issues within 30 working days
  • We'll give you regular updates every 3-5 working days
  • We will send a 'final response' letter to your complaint within 8 weeks, which will outline our assessment of your complaint and provide you with further information regarding any further options available to you

Should we fail to respond within 8 weeks or if you’re unhappy with our decision, you may refer your complaint to the Financial Ombudsman Service (FOS) which, once contacted, will liaise with us on your behalf. The FOS will inform you directly of its decision. Referral to the FOS won’t prejudice your right to take subsequent legal proceedings.

Their address is:

The Financial Ombudsman Service 
Exchange Tower 
London E14 9SR

Consumer helpline:

0800 023 4 567

Calls to this number are normally free for people ringing from a "fixed line" phone – but charges may apply if you call from a mobile phone.

Or

0300 123 9 123

Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.

From abroad please call on +44 20 7964 0500.

Lines open:
Mon - Fri, 8am to 8pm
Saturday, 9am to 1pm

Legal Privacy Policy

This Privacy Policy forms part of, and unless stated otherwise in this Privacy Policy any capitalised terms used in this Privacy Policy have the same meaning as set out in, the HAS Claims Website Terms of Use.

The pages on this Claims Website are only directed at United Kingdom residents and comply with appropriate UK legislation and regulation. We have provided this Privacy Policy to help You understand how we collect and use Your personal information when You use Our Claims Website.

Who we are

Wherever the name "HAS" is used within these pages, this refers to our brand (owned by HAS) that operate in the United Kingdom and who may or may not offer insurance and financial Claims Processing services on this Claims Website.
• For more information concerning HAS - www.highcrossautoservices.co.uk
What information we collect and how
The information that we collect via Your phone or device may include:-

1. Any personal details that you type in and submit such as Your (or third parties, including but not limited to any witness on whose behalf You submit personal details to Us) name, address, e-mail address, date of birth, voice recording, telephone number, image and other information.

2. Data that allows Us to remember You, any interests that You have recorded and how You use the Claims Website. This saves You from re-inputting information when You return to the Claims Website and allows Us to arrange our Claims Website content to match Your preferred interests.
We may use "cookies" to collect this data. Cookies are text-only strings of information that are stored on Your phone, device or web browser. You have the ability to accept or decline cookies by modifying the settings of Your web browser. If from time to time, You are required to agree to Our use of cookies to collect this data, We will provide You with the option on the Claims Website to opt in prior to Our use of cookies in relation to You. However, You may not be able to use all the interactive facilities of our Claims Website if cookies are disabled.
Further details on how to disable cookies in your browser please visit the About Cookies Website.

3. Your IP address (this is Your phone or device’s individual identification number for internet connection) that is automatically logged by Our web server. This is used to note Your interest in Our Claims Website.

4. Your preferences and use of e-mail that are recorded by e-mails We send You or other electronic updates direct to your phone or device (will not be sent only if you have de-selected to receive such e-mail or other electronic updates on products and offers).
What we do with your information
Your information may be used for the purposes of Claims Processing and related administration. It may be disclosed to regulatory bodies for the purposes of monitoring and/or enforcing the insurer's compliance with any regulatory rules/codes.
If You give Us information about another person, in doing so You confirm that they have given You permission to provide it to Us to be able to process their personal data (including any sensitive personal data) and also that You have told them who We are and what We will use their data for, as set out in this notice.
In the case of personal data, with limited exceptions, and on payment of the appropriate fee, you have the right to access and if necessary rectify information held about you.
Any information that personally identifies You is collected by Us as data controller for the purposes of the Data Protection Act 1998.

Marketing

We will not use Your information to send marketing to You, unless We inform You first and obtain Your prior consent to do so to the extent required by law.

Your rights

You have the right to request a copy of all the personal information We hold about You. To do this, simply write to Us at the following address enclosing a cheque for £10.00 payable to Highcross AutoServices Ltd to cover our administrative costs in dealing with your request:-
The Data Protection Team
Highcross AutoServices Ltd
43-45 Sanders Rd
Finedon Rd Industrial Estate
Wellingborough
NN8 4NL
We will take all reasonable steps to confirm Your identity before providing You with details of any personal information We may hold about You.
Other websites and information security
This Privacy Policy covers Your use of the Claims Website through Your phone or device. Any websites that may be linked to or accessed through Your phone or device will be subject to their own policies which may differ from Ours. You should carefully read the privacy policies of these websites or other portals before submitting any personal information.
Your personal information will be transmitted securely when shared with authorised third parties for the purpose of providing Claims Processing services to You and enabling Our call centre to contact You for this purpose. You should also be aware that communications over the internet, such as e-mails, are not secure unless they have been encrypted.
You should note that the information that You submit to Us for the above Claims Processing related purposes is also stored on Your phone or device in unencrypted form and You agree that the onus is on You to password protect access to Your phone or device to ensure that Your information stored on Your phone or device remains secure. Your communications may route through a number of countries before being delivered - this is the nature of the internet.
HAS, HAS cannot accept responsibility for any unauthorised access or loss of personal information that is beyond Our control, including access or loss caused by You failing to password protect access to Your phone or device.

© 2015 HAS (Highcross AutoServices Ltd)