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Terms of Use

Multilex Insurance Services Ltd welcomes you to our corporate website. These are our terms and conditions for use of the website, which you may access in several ways, including but not limited to the World Wide Web, digital television, PDA, and mobile phone. These terms and conditions apply whenever you access the website, on whatever device. In these terms and conditions, when we say, we mean this website, regardless of how you access it. By using the website, you are deemed to have accepted these conditions.

Use of material

For the purposes of this agreement, “material” means material including, without limitation, text, video, graphics and sound material, published on, whether copyright of Multilex or a third party.

You may download and print extracts from the material and make copies of these for your own personal and non-commercial use only. You are not allowed to download or print the material, or extracts from it, in a systematic or regular manner or otherwise so as to create a database in electronic or paper form comprising all or part of the material appearing on 


You must not reproduce any part of or the material or transmit it to or store it in any other website or disseminate any part of the material in any other form, unless we have indicated that you may do so. We may be prepared to allow you to distribute or reproduce parts of or the material in certain circumstances e.g. for press coverage.

Please contact us if you wish to request permission to do so.

Disclaimer of liability

To the extent permitted by law, we do not accept any responsibility for any statement in the material. You must not rely on any statement we have published on without first taking specialist professional advice. Nothing in the material is provided for any specific purpose or at the request of any particular person.

For the avoidance of confusion, we will not be liable for any loss caused as a result of your doing, or not doing, anything as a result of viewing or reading the material or any part of it (except for death or personal injury attributable to our negligence and to the extent permitted at law).

You may be able to access other sites via links from If these sites are not under our control then we are not responsible in any way for any of their contents.

We give no warranties of any kind concerning or the material. In particular, we do not warrant that or any of its contents is virus free. You must take your own precautions in this respect as we accept no responsibility for any infection by virus or by anything which has destructive properties. 


These terms may be varied from time to time. Please ensure that you review these terms and conditions regularly as you will be deemed to have accepted a variation if you continue to use the site after it has been posted. Details of variations will be posted in the section below.

Force majeure

Although we will do our best to provide constant, uninterrupted access to, we do not guarantee this. We accept no responsibility or liability for any interruption or delay.

This agreement is governed by English law and the parties agree to submit to the exclusive jurisdiction of the English courts.

Details of variations

Refer back here for future variations to these terms and conditions of use.

Complaints handling procedures - Multilex Risk Consultants

What is a complaint?

A complaint is defined by the FCA as:

“Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which:

(a) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and

(b) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.”

How to contact us with your complaint

If you would like to speak to a member of the team, please contact us on 01915166350

Please note we are open Monday to Friday – 9 am to 5:30 pm


Our commitment to you


We treat all complaints fairly and consistently to promptly determine the subject matter of the complaint and what action we need to take.

All complaints will be investigated by a suitably competent member of our team. Wherever possible, this responsibility will be allocated to a person who was not directly involved in the matter that is the subject of your complaint. The member of staff will either have the authority to settle your complaint or will have ready access to someone who has the authority.

We decide what remedial action or redress (or both) may be appropriate, taking into account all relevant factors.

You may contact us during our investigation. If the member of staff handling your complaint is not available, another member of our team will be able to help you.

We will aim to resolve your complaint within three business days after the date we receive it.

Where you have accepted our response to your complaint within three business days we will send you a summary resolution communication in which we:

  • refer to the fact that you have made a complaint and inform you that we consider the complaint to have been resolved

  • tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint to the Financial Ombudsman Service (FOS)

  • indicate whether or not we consent to waive the usual six-month time limit for referral to the FOS

  • provide the website address of the FOS and refer to the availability of further information on the website of the FOS.

If we are unable to resolve your complaint within three business days, we will send you a written acknowledgement of your complaint within five business days, giving you the name or job title of the individual handling the complaint (together with a copy of these complaint handling procedures).

We will take appropriate steps to keep you informed of the progress of the measures we are taking to resolve the complaint.

By the end of eight weeks after receipt of your complaint, we will send you:


  • A final response which:

    • accepts your complaint and, where appropriate, offers redress or remedial action; or

    • offers redress or remedial action without accepting the complaint; or

    • rejects the complaint and gives reasons for doing so

  • We will also enclose a copy of the FOS’s standard explanatory leaflet, including the website address of the FOS and inform you that if you remain dissatisfied with our response, you may now refer your complaint to the FOS and indicates if we consent to waive the usual six months’ time limit for referral to the FOS.


  • A response which:

    • Explains that we are still not in a position to make a final response, giving reasons for the delay and indicating when we expect to be able to provide a final response

    • Informs you that you may refer your complaint to the FOS if you are dissatisfied with the delay, encloses a copy of the FOS’s explanatory leaflet with contact details and indicates whether we consent to waive the usual time limits for referral to the FOS.


Ending the complaint


You may accept our response and/or withdraw your complaint at any time during this process, even if we have not yet issued a final response. We ask that you confirm this in writing.


If we cannot resolve your complaint


Our final response letter will inform you that, if you remain dissatisfied with our response, you may refer your complaint to the FOS. The usual time limit for referrals to the FOS is six months from the date we issue our final response.

Contact FOS by telephone 0300 123 9 123 or 0800 023 4567, Monday to Friday – 8 am to 8 pm; Saturday – 9 am to 1 pm, or email

Further information is available regarding the FOS at

For small businesses to be an eligible complainant for the FOS they must fulfil the following criteria:

  • It has an annual turnover of less than £6.5 million; and

  • It employs fewer than 50 persons or has a balance sheet total of less than £5 million, at the time that it refers the complaint.

If we know that a complainant is not eligible to refer to the FOS we will not refer to the FOS in our correspondence but we will explain how their complaint could be progressed if they remain dissatisfied with the resolution which we offer.

If the matter to which your complaint relates is the responsibility of another firm (for example an insurer), we will pass details to them, in writing, within five business days of receipt of your complaint and write to you to advise you of this.

Information tracked


At times we will use your IP address to help diagnose problems with our server and to administer our website. We also may track browser types to help us understand our visitors’ needs related to our website design.

There is an optional section of our website where input forms require your name, postal address, email address and other information such as preferences. These forms provide the ability to subscribe (opt-in) to receive future emails from Multilex. If you opt-in to receiving email communications from us, then we may send information to you on our products or services.

Multilex website uses security measures to protect against the loss, misuse, and alteration of any information under our control. We store the information in a database in a secure environment at our data hosting centre.

We will not share, sell, or rent individual personal information without explicit permission or unless ordered by a court of law. Information submitted to us is only available to employees managing this information for purposes of contacting you or sending you publications or emails based on your requests for information.


Links to other websites


Multilex is not responsible for the contents of any website linked from this website, and does not necessarily endorse the views expressed within them. Multilex cannot guarantee that these links will always work and has no control over the availability of any of these sites.

Notification of changes


When there is a change to our privacy policy that may impact individual rights or the way we handle their information, Multilex will notify those people who have provided opt-in (permission) to receive email or other communication from us, or who have consented to the collection of information. Any new policy will be posted on our site at least one week prior to taking effect.

If at any point we decide to use personally identifiable information in a manner different from that stated at the time it was collected, we will notify users by way of an email. Users will have a choice as to whether or not we use their information in this different manner.

The cookie policy


Following an EU directive, the law now requires UK websites to obtain consent from you when cookies may be stored on your computer.



What are cookies?


A “cookie” is a very small text file that is stored on your device by its web browser. Almost all websites instruct a web browser to store one or more cookies for performance, functional or tracking reasons.

Further information about cookies and how they work can be read on Wikipedia, or on the Information Commissioner’s Office website.


How does this website use cookies?


We use some third-party analytical tools that set domain and third-party cookies.


Which cookies will be set by using this website?

This website uses Google Analytics. Follow this link to find out how Google uses information from sites or apps that use its services.


Can I block cookies?


In its default setup, your web browser will accept all cookies. Privacy can be improved without compromising functionality by blocking third-party cookies. You can set your web browser to disallow cookies from this website too, but it may affect its operation now or if we introduce new features in the future. We hope that you will continue to allow cookies to help us improve the experience our website delivers.

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