Lightblue Online specialises in Protection planning. We are part of a financial planning business that is focused on helping you understand and plan for your financial future.

This agreement sets out the terms under which we’ll provide our services to you, so it’s important that you read it fully and in conjunction with our Initial Disclosure Document – Describing what we do. If there’s something you don’t understand please ask us to explain it.

If you have a question or concern about any aspect of our services please contact us at:

Telephone: 0800 032 3327

Email: enquiries@lightblueonline.com

Website: www.lightblueonline.com

In writing: Mark Dennison

Lightblue UK Ltd.

4 Southbourne Grove

Westcliff-in-Sea

Essex, SS0 9UR

Section 4 (Useful information about our services) includes details of the protections available to you under UK financial services regulation. The services we have agreed to provide and the cost for those services are shown in section 5 (Services agreed).

1. Our Obligations

Our recommendations

Before providing advice we’ll assess your needs, consider your financial objectives and assess your attitude to any risks that may be involved. If you don’t want to discuss a particular area of financial planning and that area should not form part of the advice given, we can exclude it, if you instruct us to do so. This might of course have a bearing on the advice that might have been given.

Before making any recommendations we’ll carry out a suitability assessment so that we are able to act in your best interests.

We’ll confirm any recommendations we make in writing (our suitability report) along with details of any special risks that may be associated with the products or investment strategies we’ve recommended.

Where we agree to provide you with a service that includes an ongoing review of the suitability of the investments we have recommended, we’ll carry out this review at least annually. To do this we will need to make contact with you to assess whether the information we hold about you remains accurate and up to date. We’ll issue you with a report setting out the results of our assessment and, if relevant, any updated recommendations.

Specific warnings relevant to the products we arrange are provided in the relevant product literature provided.

Financial crime

We are obliged to put in place controls to prevent our business from being used for money laundering and other forms of financial crime.

We’ll verify your identity before undertaking any business with you. To do this we may use electronic identity verification systems and we may conduct these checks from time to time throughout our relationship, not just at the beginning. The check may leave a ‘footprint’ on your credit file but it will not affect your credit rating.

Communicating with you

Our normal ways of communicating with you are by telephone, post, e-mail, SMS text message or in person. Our communications will be in English.

We may ask you to confirm your instructions to us in writing as this helps to avoid any future misunderstandings.

Recording telephone calls

To ensure we carry out your instructions accurately, to help us to continually improve our service and in the interests of security, we’ll record and may monitor your telephone communications or conversations with us.

Copies of our telephone recordings will be available on request, for a period of 5 years after the recording was made.

2. Your obligations

This section sets out your obligations in agreeing to receive our services.

Providing information about your circumstances

Our advice will be based on the information that you give so it’s important that you provide us with accurate and up to date information when we request details about your circumstances and objectives. This will allow us to provide you with suitable advice. If the information you provide is inaccurate or if you limit the information provided this could affect the suitability of the advice we give.

Payment for services

We do not charge a fee for the service we provide. However, Lightblue Online will receive a commission from the insurance company. This payment covers our professional services, compliance costs and our on-going support. Commission is provided on an indemnity basis on the assumption a policy remains in force for the full indemnity period. Should a policy be cancelled within a period set by the Insurer all or some of the fee will be clawed back from us by the Insurer. At no point will you be charged by us or the Insurer for the advice nor will you ever be responsible for any monies clawed back by the Insurer.

Any products we have arranged for you will only be kept under review as part of an ongoing service for which there is no charge.

The commission LightBlue Online receives will be detailed in any quotes we provide you and in the Suitability Letter we will issue to you following our recommendation. This letter details your objectives, our recommendation and how it meets your objectives.

3. Cancellation and amendments

Ending this agreement

You or we may terminate this agreement at any time, without penalty.

Notice of termination must be given in writing and will take effect from the date of receipt.

Any transactions already initiated will be completed according to this agreement unless otherwise agreed in writing.

You will be liable to pay for any services we have provided before cancellation and any outstanding fees, if applicable.

Amendments

From time to time it may be necessary to amend the terms set out in this agreement where it’s not necessary to issue a new agreement. If this is the case we’ll write to you with details of the changes at least 28 business days.

Product cancellation rights

Full details of any financial products we recommend to you will be provided in the relevant product information you will receive. This will include information about any product cancellation rights along with any other early termination rights and penalties.

4. Useful information about our services

Who authorises us to advise you?

We are authorised and regulated by the Financial Conduct Authority (FCA), 25 The North Colonnade, Canary Wharf, London, E14 5HS. www.fca.org.uk. Our firm reference number is 419415.

Our permitted business is advising on and arranging pensions, savings and investment products, non-investment insurance contracts and mortgages.

You can check our details on the Financial Services Register by visiting the FCA’s website www.fca.org.uk/firms/systems-reporting/register or by contacting the FCA on 0800 111 6768.

Unless we tell you otherwise, we’ll treat you as a retail client for investment business. This means that you are given the highest level of protection available under the UK’s regulatory system.

Unless we notify you in writing to the contrary, we will be treating you as a “retail client”. This means that you are afforded the highest level of protection under the regulatory system and should have the right to take any complaint to the Financial Ombudsman Service. Details of our complaints procedure are available on request.

What if things go wrong?

If you are unhappy with our advice or any aspect of our services, we encourage you to contact us as soon as possible. We’ll do our best to resolve your concerns.

Telephone: 01702 471620

Email: mdennison@lightblueuk.com

In writing: Mr M. Dennison,

Lightblue UK Ltd,

4 Southbourne Grove,

Westcliff on Sea,

Essex, SS0 9UR.

We have a complaints procedure and we can provide further details on request. If you do have a complaint, and you are not happy with our response, the Financial Ombudsman Service (FOS) may be able to help. The FOS settles disputes between financial services business and their clients. Full details are available at www.financial-ombudsman.org.uk.

Additional peace of mind

The Financial Services Compensation Scheme (FSCS) is the UK’s statutory compensation fund for customers of authorised financial services firms who are unable to pay claims against them, usually because they have gone out of business.

You may be able to claim compensation from the FSCS if we can’t meet our obligations. The amount of compensation available will depend on the type of business and the circumstances of the claim. We can provide more specific information on request, but as a guide for Insurance, in the majority of cases, eligible claims about the advising and arranging of protection products are covered for 90% of the claim, without any upper limit. · Further information is available from the FSCS at www.fscs.org.uk.

Benefits we may receive

Lightblue Online may receive a commission from the insurance company. Insurance Commission is provided on an indemnity basis on the assumption a policy remains in force for the full indemnity period. Should a policy be cancelled within a period set by the Insurer all or some of the fee will be clawed back from us by the Insurer. At no point will you be charged by us or the Insurer for the advice nor will you ever be responsible for any monies clawed back by the Insurer.

Under the rules of our regulator the FCA, other than commission, we can’t accept payments or benefits from other firms (e.g. product providers) unless it’s designed to enhance the quality of service we provide and it doesn’t conflict with our duty to act in our clients’ best interests.

From time to time we may attend training events funded and /or delivered by product providers, fund managers and investment platforms. These events are designed to enhance our knowledge and ultimately therefore enhance the quality of service we provide to our clients. Please ask us if you want further details.

Client Agreement (Terms and Conditions).