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Terms of Business

GoShorty Terms of Business (v. Oct-23)

Our Status

GoShorty is a trading style of Complex to Clear Group Limited. Complex to Clear Group Limited is a private limited company registered in England & Wales number 05044963. Complex to Clear Group Limited act as an independent Insurance Broker directly authorised and regulated by the Financial Conduct Authority (FCA). Our number is 751221 and you can verify our status by either visiting the FCA website: or by telephoning them on 0800 111 6768. Our permitted business is arranging and advising general insurance contracts.

Relationships and our service to you – How We Work

GoShorty is an insurance intermediary and can provide you with access to short term motor insurance. Please note all our policies are sold on a non-advised basis, meaning we will provide you with information only; including generic comparisons between different insurers. You will need to make your own choice and based on your own assessment of the product and its suitability for your demands and needs as we will not provide you with any advice or specific recommendations.

We may act both as an agent of an insurer, and on behalf of you, the customer. We have in place management controls to deal with any conflicts of interest that might arise. Unless we advise you otherwise, we are acting on your behalf.

Information We Need from You

We will ask you a series of questions to establish your demands and needs; and it is your responsibility to ensure you give us complete and accurate answers as your answers will form the basis of the insurance contract we arrange for you. It is important that we obtain full details from you in order to prevent an insurer imposing any additional premium or declining your claim. Information about your policy can be found in the policy documentation Your insurance policy is a short-term contract, the inception date and time; and terms and conditions of which are disclosed in your Schedule of Insurance, Statement of Fact, Policy Booklet and Certificate of Insurance. Please ensure that you read and check these important documents, including any Endorsements shown in the Policy Booklet for any errors, omissions or non-disclosure of facts as it may affect or invalidate your insurance cover. Policy documents are issued via email, please ensure you receive your policy documents. If you have not received your policy documents, please check your junk/spam folder.

If you have requested a policy of less than one calendar month’s duration, you must make sure that your policy is suitable for your needs, as once you have purchased your policy you cannot make changes. You must advise us of any change in your policy details as soon as they occur, as it may affect your insurance cover and a new replacement policy could be necessary.


We offer products from a range of product providers to access products. Our selection usually involves presenting to a reasonable number of insurance companies that will insure for the risk at hand, and this is called a fair and personal analysis of the market.

Certain products may be offered on behalf of a limited range of Insurers and where this applies, we will provide you with the names of the Insurers, if requested. Other products may be offered on behalf of a single provider who will be named on correspondence and on your documents. We will tell you the basis as part of our selling process.

All premiums quoted are subject to the current rate of Insurance Premium Tax (IPT) as defined by HM Government.

Payment Terms – Collection of Premium

We only accept payment by Debit or Credit card. We require full payment of the premium before cover is incepted.

Protecting Your Money

Money received from you and due to you is held on behalf of the Insurer in an Insurer trust account. In accordance with our agreements with our insurers, they transfer the risk of money we receive from customers to them, these agreements deem any money you pay to us, to be received by them and they will bear the risk of any losses in the event that our firm becomes insolvent. This includes claims money or premium refunds we receive prior to being paid to you.

Holding your money in this way, means that in the event that this firm becomes insolvent your money remains protected.

We reserve the right to retain the interest earned on this account. Interest will not be more than £20 on each transaction.

Financial Services Compensation Scheme

If we are unable to meet our obligations, you may be entitled to compensation from the FSCS. If we have arranged insurance for you this will be covered for 90% of a claim, without any upper limit, however, claims under compulsory insurance, professional indemnity insurance and certain claims for injury, sickness or infirmity of the policyholder are protected at 100%. Further information is available from the FSCS helpline on 0800 678 1100 or 020 7741 4100 and

The FSCS is the UK’s statutory fund of last resort for customers of authorised financial services firms. Compensation is usually payable if an authorised firm is unable or unlikely to pay claims usually because it has ceased trading or become insolvent.

Solvency and Financial Strength

We regularly assess the financial strength of the Insurance Companies and other intermediaries that we deal with. The process usually involves general observation of the financial ratings applied by independent rating agencies such as Standard & Poor’s and A M Best published with other readily available information within industry guides, newsletters, and press releases. Whilst we take care to deal with companies that maintain reasonable solvency margins, we cannot guarantee the solvency of any insurance company or supplier or their financial ability to pay claims.


We usually receive a commission from the insurance provider with whom we place your business, and this is expressed as a percentage of the premium you pay and in such a case, the commission will be paid to us either when we are in receipt of cleared funds from you or, when the insurer has received cleared funds from us in respect of the premium due under your policy. The individual agreements we have with each insurer will determine which of the two methods above is used to make this transfer of commission.

We may also receive a commission or fee for passing introductions to other professional firms.

In addition, we may also charge you a fee for arranging your insurance. This amount will be disclosed to you before you make a decision whether to proceed.

You are entitled to request at any time, information about the commissions that we may have received about your insurance or premium finance agreement, if you want this information, please contact us.

Cancellation and Charges

Please contact us if you wish to cancel any policy that we have arranged for you.

Cooling off Period – Please note any policy purchased with a cover duration of 30 days or less are NOT subject to the 14 Day Cooling Off period. You must therefore ensure PRIOR to purchasing the policy the cover meets your Demands and Needs.

CANCELLATION AND REFUND POLICY – Our refund policy is determined by the product purchased.

For GoShorty Short Term Car/Van Insurance and Impound Insurance:

You are entitled to cancel your policy at any time. Due to the short period nature of this policy there will be no refund of premium.

For GoShorty Learner:

Policies of less than one calendar month’s duration
You are entitled to cancel your policy at any time. Due to the short period nature of this policy there will be no refund of premium.

Policies of more than one calendar month’s duration

You are entitled to cancel your policy at any time. If you cancel within 14 days of your policy starting, or within 14 days of receiving your documents (whichever occurs later) you will, subject to no claims having been made by you, or claims made against you, receive a refund of premium less a charge for the days for which cover has been in force. An administration charge of £25 will apply. If you cancel cover after those 14 days you will as per the terms of the policy, not be entitled to any refund of premium. Where the insurer pays us a commission any clawback due to them as a result of cancellation will be deducted from any refund due together with an administration charge of £25

Commission Claw back

When you purchase a policy from us your insurer pays us a commission for arranging cover on their behalf. When the policy is cancelled, they clawback a pro rata amount of commission for the unexpired days on cover. As we earn the commission for arranging the new business policy the amount of clawed back commission will be deducted from any refund of premium that may be due to you. This will be in addition to any other cancellation charges we may impose. Please refer to our Table of Charges overleaf

Additional products – There are no refunds of premium for any other additional products purchased with your short-term policy.

Minimum refunds

Please note where any cancellation or mid-term amendment results in a refund of money due to you of less than £10, we will retain this to cover our administration.

Table of Charges

We will charge an administration fee for arranging your insurance. This amount will be disclosed to you before you make a decision whether to proceed The table below outlines our other standard fees.

DescriptionAmount Charged
Mid Term Amendment£25
Cancellation fee£25
Duplicate documents£25 (You can download these free by registering on our customer portal)  

Claims Handling

Claims will be managed by your insurance company on your behalf. To make a claim under your policy you should call the insurer claims helpline as detailed in your policy booklet. All insurer claims services will be open 24/7, 365 days a year and should be contacted as soon as possible when there is the potential for a claim to be made. It is a condition of your policy that you should advise us of any incident involving a potential claim. As a matter of course, you should not admit liability, settle or agree to pay any claim without referring matters to GoShorty or the relevant insurer. You must also refer any correspondence in relation to the incident to us and advise us immediately of any notification of legal proceedings or prosecution without answering them.


We are proud of our customer service and endeavour to meet our commitments to our service level standards; and treat our customers and business partners fairly. In the event we fall short of your expectations, we value your feedback to help us to maintain and improve our service to our customers. Should you have cause to complain, please telephone the Office Manager, in order that the matter may be resolved to your satisfaction. In the event that your complaint is not resolved, please write to the Office Manager and we will acknowledge your complaint and advise you of the person who will deal with your complaint. We will send a copy of our complaints procedure which sets out the process and timescales for handling your complaint.

Complaints Contact:

  0333 4330001
London House
London Road South
SK12 1YP  

In the event that you are dissatisfied with the final outcome from our complaints process, you can refer your complaint to the Financial Services Ombudsman. ( Phone 0800 023 4567)

Claims and Underwriting Exchange Register, Motor Insurance Anti-Fraud Register and MID

Insurers pass information to the Claims and Underwriting Exchange Register operated by Database Services Ltd; and the Motor Insurance Anti-Fraud Register compiled by the Association of British Insurers. The objective is to check information provided and to prevent fraudulent claims. Motor insurance details are also added to the Motor Insurance Database operated by the Motor Insurers’ Information Centre (MIIC) which has been formed to help identify uninsured drivers and may be accessed by the Police to help confirm who is insured to drive. In the event of an accident, this database may be used by Insurers, MIIC and the Motor Insurance Bureau to identify relevant policy information. Other insurance related databases may also be added in the future. You can find out more about the MID at

Credit Searches and use of Third-Party Information

In assessing your application and to maintain our policy records we will need to comply with legal and regulatory requirements. We reserve the right, and you agree to allow us and or your Insurer, to check information provided by you and to carry out searches in relation to, but not limited to, your identity, fraud, money laundering and anti-terrorism. Such searches may also include a credit reference agency. This search will appear on your credit report whether or not your application proceeds.

Financial Crime

Please be aware that current UK money laundering regulations require us to obtain adequate ‘Know Your Client’ information about you. We are also required to cross check you against the HM Financial Sanctions List as part of the information gathering process. We are obliged to report to the Serious Organised Crime Agency any evidence or suspicion of financial crime at the first opportunity and we are prohibited from disclosing any such report. We will not permit our employees or other persons engaged by them to be either influenced or influence others in respect of undue payments or privileges from or to insurers or clients.

Confidentiality and Data Protection

We will treat all customers’ information in a confidential manner and will ask you a set of questions to ensure that we are speaking to the policyholder only. We are not authorised to speak to another person in relation to your insurance and will decline any request for information, or to make alterations to your policy unless we have a legal mandate to do so. Your details will be held in compliance with the Data Protection rules. Details of any credit or debit card used in connection with the arrangement of your insurance will not be held by us on computer or file; and will not be passed to a third party.

General Data Protection Regulations (GDPR)

By supplying data to us you will provide information about yourself and others which the GDPR (EU) 2016/679 regulation defines as personal data or sensitive personal data. The data controller is GoShorty, a trading style of Complex to Clear Group Limited. Your Personal Data will be used by GoShorty, a trading style of Complex to Clear Group Limited and other carefully selected companies for administration, renewals, claims checking, a credit search, marketing and research purposes and will be added to certain databases which may be checked by various organisations including the police. For full details of how we will handle and share your Personal Data, Driving Data and Sensitive Personal Data please refer to our Privacy Policy which is available from our website.

Consent for your Data to be used

You will be asked certain questions when arranging your Insurance to determine how you wish to share and receive information.


The images, logos and names on this Website identify GoShorty which is a registered trademark owned by Complex to Clear Group Limited. Nothing contained in this Website shall be deemed to confer on any person any license or right on the part of the companies mentioned above or any third party with respect to any such image, logo, or name.


This agreement shall be governed by the Laws of England, Wales and Scotland and the parties agree herewith that any dispute arising shall be subject to the (non) exclusive jurisdiction of the relevant Court.