Terms and Conditions

These terms and conditions shall apply to Your use of the Website located at www.dialdirect.co.uk.

By using the Website You agree to be bound by the terms and conditions set out below and if You do not wish to be bound by these terms and conditions You should not use the Website.

We reserve the right to alter these terms and conditions from time to time but if We do so We shall post any such changes on the Website. Your continued use of the Website shall constitute acceptance of the amended terms and conditions.

1. Definitions
2. Who Regulates Us?
3. Whose products do We offer?
4. Use of the Website
5. Your Obligations
6. Which service will We provide You with?
7. Price Delivery
8. What will You have to pay Us for Our services?
9. What to do if You have a complaint?
10. Are We covered by the Financial Services Compensation Scheme (FSCS)?
11. UK Residents Only
12. Intellectual Property
13. Responsibility for content
14. Privacy Policy
15. Third Party Websites
16. Termination
17. General

1. Definitions

"You" and "Your" means the person who wishes to use the Website, "We" "Us" and "Our" means Dial Direct a trading name of BISL Limited of Pegasus House, Bakewell Road, Orton Southgate, Peterborough, PE2 6YS its employees and agents, its successors and includes any other person or business to whom We may transfer Our rights under these terms and conditions.

"Website" means a site on the World Wide Web.

2. Who Regulates Us?

BISL Limited, Pegasus House, Bakewell Road Orton Southgate, Peterborough, PE2 6YS is authorised and regulated by the Financial Conduct Authority (FCA). Our FCA Registered number is 308896.

Our permitted business is arranging general insurance contracts.

You can check this on the FCA's Register by visiting the FCA's Website www.register.fca.org.uk or by contacting the FCA on 0800 111 6768.

3. Whose products do We offer?

We offer car, van and home insurance. We also offer the following additional products from a range of providers. Motor Legal Protection is provided by ACM ULR Limited and underwritten by RAC. Keycare is provided by Keycare Limited. . Both Family Legal Protection and Guaranteed Replacement Car/Van is administered by ACM ULR Limited. Underwritten by UK General Insurance Limited on behalf of Great Lakes Insurance SE. Breakdown Cover is provided by RAC Motoring Services and Home Emergency Assistance is provided by ARAG. PAC taken out on quotes or renewal offers on or before 26 June 2019 will be Provided by Cigna Europe Insurance Company S.A-N.V. For PAC taken out on quotes or renewal offers between 27 June 2019 and 27 July 2019, please refer to your policy documentation. PAC taken out on quotes or renewal offers after 27 July 2019 will be Provided by Covea Insurance plc.

4. Use of the Website

You agree that Your use of the Website shall be in accordance with the following conditions: You will not do anything that affects the integrity or security of the Website or causes unreasonable inconvenience to any of Our staff.

5. Your Obligations

It is important that the information You provide throughout the quote and the duration of the policy is accurate. Failure to disclose correct and complete information to the best of Your knowledge and belief may result in increased premiums, refusal of a claim or not being fully paid, Your policy being cancelled or being made null and void and treated as if it never existed.

6. Which service will We provide You with?

We are an insurance intermediary and You will enter into two separate contracts when You take out an insurance policy through Us. The first contract is with Us and sets out the terms and conditions under which We will arrange and administer Your insurance policy on Your behalf and any fee(s) that We shall charge You for providing Our insurance intermediary services.  Please see Our ‘Important Information About Our Insurance Intermediary Services’ document and the sections below for further details. 

You will also enter into a separate contract with the insurer for providing Your insurance. Details of the premium charged and the terms and conditions relevant to the insurance policy are set out in Your  Policy Documents. When You purchase additional products or pay for Your policy by instalments using a fixed sum loan agreement, You will enter into further contracts with each insurer or supplier for these services.

You did not receive advice or a recommendation from Us. We asked some questions to narrow down the selection of products that We provided details on. You then made Your own choice about how to proceed. Your quote will remain valid for 30 days. The insurance intermediary services We will provide to you, on Your behalf, include:

We will arrange Your vehicle insurance by selecting a range of prices from our panel of insurers that We can offer, We will arrange Your cover with the insurer based on Your requirements, We will deal with Your payment and provide You with the details and documentation relating to Your policy.

  • Dealing with Your requests for adjustments You have to make to Your policy, such as changes to the cover required, the use and/or vehicle insured. We will notify the insurer, deal with any amendments or adjustments of premium required and provide You with confirmation of any changes to Your policy. We may arrange cover with an alternative insurer if the amendments to Your policy are not acceptable to Your original insurer.
  • We will also arrange the cancellation of Your policy at Your request, notify the insurer, deal with any refunds of premium, confirm the changes to Your policy and arrange the return of documents.
  • Dealing with Your requests for any duplicate or replacement documentation relating to Your policy and/or additional products.
  • We will arrange optional additional add-on products where You consider these products meet Your needs.
  • We will also arrange the renewal of Your insurance and additional products based on Your requirements.

Please see the 'Important Information About Our Insurance Intermediary Services' document for further details.

7. Price Delivery

You should receive the results of Our price comparison technology interactively. However, We are reliant on the availability of the third party sites and on the overall performance of the World Wide Web. Therefore, at certain times interactive quotes may not be available. 

8. What will You have to pay Us for Our services?

Full details of Our fees for amendments or services related to Your policy can be found in Our contract with You, set out in the ‘Important information About Our Insurance Intermediary Services’ section of Your policy documentation.

9. What to do if You have a complaint?

Service Standards

We aim to provide a high level of service to all Our customers but occasionally things can go wrong, when this happens We will do everything We can to put things right.

Complaints Procedure

If You have a complaint about Our service or Your policy, please contact Us:

By telephone:

Please ring 0344 412 2133 and You will be put through to the Customer Service Team. We will attempt to resolve Your complaint within 24 hours. If this does not happen We will agree the next step with You.

In writing:

Please address Your letter to:

Customer Relations Manager

Fusion House

Bretton Way



Email us:

Should you wish to use an alternative means of communication, we are happy to correspond with you by e-mail:


Please include details of Your name and address, a contact telephone number, Your policy or quote number and details of why You are unhappy. This will help Us to respond to You as quickly as possible. If We do not have enough information to investigate Your complaint We will contact You to ask You for further details. In all cases We will send a written acknowledgement of Your complaint to You within 5 working days of its receipt. In our acknowledgement We will advise You of the name and job title of the person who will be dealing with Your complaint.

Within four weeks of receiving Your complaint we will send You either: A final response; or

A letter explaining why We are not yet in a position to resolve Your complaint and advising You of when We will be contacting You again.

By the end of eight weeks after receipt of Your original complaint letter We will send You:

A final response; or

A letter explaining why We are still not in a position to issue a final response and advising You of when We expect to be able to do so. At this time, if You are dissatisfied with the delay You may refer Your complaint to the Financial Ombudsman Service. For more information please go to www.financial-ombudsman.org.uk

We always try to resolve any complaint to put things right. However, if you have already contacted us and we have not resolved your complaint to your satisfaction, you may wish to use the European Commission's Online Dispute Resolution service  This is an online portal designed to help consumers who have bought goods or services online to conduct dispute resolution, in any of the official languages of the European Union, which will then be forwarded to the Financial Ombudsman Service.

For full details of Our complaints handling process please see the section marked 'Complaints procedure’ in Your main policy documentation.

For the purposes of handling complaints Our working day is 9am to 5pm Monday to Friday, not including Bank Holidays.

10. Are We covered by the Financial Services Compensation Scheme (FSCS)?

We are covered by the Financial Services Compensation Scheme (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 advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim without any upper limit. Further information about compensation schemes arrangements is available from the FSCS Website www.fscs.org.uk or write to Financial Services Compensation Scheme, 10th floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU.

11. UK Residents Only

The products and services described on this Website are only available to residents of the United Kingdom insuring private cars, light commercial vehicles and homes within Great Britain, Northern Ireland and the Isle of Man (excluding the Channel Islands). By requesting a quote, You confirm that all drivers on Your policy are UK residents or that the propery to be insured is located within the UK and that if there is any change to this status then You would immediately notify Us.

12. Intellectual Property

The copyright material contained in this Website and any trademarks and brands included in that material belongs to Us or Our licensors.

You may download or copy the content and other downloadable items displayed on the Website subject to the condition that the material may only be used for personal non-commercial purposes. Copying or storing the contents of the Website for other than personal use is expressly prohibited.

13. Responsibility for content

We are providing this Website on an "as is" either end basis and make no representations or warranties of any kind in respect of this site or its contents and disclaim all such representations and warranties. In addition, We make no representations or warranties about the accuracy, completeness, or suitability for any purpose of the information and related graphics published in this Website. The information contained in this site may contain technical inaccuracies or typographical errors. All Our liability howsoever arising for any such inaccuracies or errors is expressly excluded to the fullest extent permitted by law.

We make no warranty that the Website or any linked Website is free from viruses or other malicious computer problems. You are responsible for ensuring that You use the appropriate virus checking software.

Neither We nor any of Our employees or other representatives will be liable for loss or damage arising out of or in connection with the use of this site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property in claims of third parties.

Notwithstanding the foregoing, none of the exclusions and limitations under the clause are intended to limit any rights You may have as a consumer under local law or other statutory rights which may not be excluded or in any way to exclude or limit Our liability to You for death or personal injury resulting from Our negligence or that of Our employees or agents.

14. Privacy Policy

We shall comply with all applicable data protection legislation from time to time in force in respect of the personal data We collect from You.

We acknowledge and agree to be bound by the terms of Our Privacy Policy.

15. Third Party Websites

This Website may also contain hyper text links to Websites operated by third parties. The operation and content of those Websites shall be determined by the organisation which controls the Website and this will be governed by separate terms and conditions. Links are provided for convenience only and inclusion of any links should not be taken to imply endorsement in any way of the site to which it links. We accept no responsibility or liability for the contents of any other Website.

16. Termination

We have in Our sole discretion the right to issue a warning, temporary suspension, or an indefinite suspension and termination of Your rights to use the Website if You:-

  • act inconsistently and in breach of these terms and conditions;
  • at any time violate or attempt to violate any rights of any other user of the Website or third parties;
  • are engaged in any fraudulent activity.

17. General

If any provision of these terms and conditions are held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of this agreement and the remainder of the provision in question will not be affected.

English law will apply to this agreement and the parties agree to submit to the non-exclusive jurisdiction of the English courts.

Save as expressly provided elsewhere these terms and conditions shall apply only between Us and You and no other person shall be entitled to benefit from them.

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