Cavendish Online Ltd

Cavendish Online Ltd is an Independent Financial Adviser (IFA) and is authorised and regulated by the Financial Conduct Authority (FCA). Our company number is 4045709 and our Financial Services Register number is 469385.

Cavendish Online is bound by the rules of the Financial Conduct Authority and will provide non-advised sales on our website in accordance with the FCA's Insurance Conduct of Business (ICOB) rules on a whole of market basis.

Cavendish Online will provide advised sales over the phone for protection products only in accordance with the FCA's Insurance Conduct of Business (ICOB) rules on a whole of market basis.

Our Service

You can choose to receive advice with regards to protection products (life insurance, income protection etc) from Cavendish Online In-House advisory service or use our protection guidance service where a Cavendish Online consultant can offer guidance over the phone and help you with your protection needs on a non-advised basis. You can also choose to proceed online on an execution-only basis with no advice. When using the Cavendish Online website to purchase a life insurance policy, you will complete the transaction yourself and no advice is given. You will need to determine yourself whether the product(s) is suitable for your needs.

If you have any doubts about the suitability of any protection policies, then please contact our Advisers who will be able to assist you.

Full Disclosure of Information

We require our clients to give us written instructions to act on their behalf on an execution-only basis. We will accept your instructions by mail or email. We will confirm all such instructions by mail or email.

You or we may terminate our authority to act on your behalf at any time without penalty. Notice of this termination must be given in writing. In case of termination of our authority, we will retain the right to any renewal commission on policies and investments arranged by us on your behalf unless or until you change the agency of your plan to another adviser.


Execution-Only service - We derive our income from fees paid to us by you in respect of transactions in life insurance or by commission being paid to us from such transactions. We shall tell you the amount of commission payable to us on any such products and the discounts that you are entitled to and shall receive.

Advised Life Insurance / Protection - We derive income from commission only, however, we have agreed to sacrifice some of the commission paid to us to reduce your premiums. We shall tell you if there are any exceptions to this when we make our recommendations and shall explain the commission payable to us.

Renewal Commission Service

Renewal commission is paid to Cavendish Online by investment and insurance companies based upon the value of your investments held with them. Under this service Cavendish Online will in no circumstances be liable to pay commission in excess of the commission received in respect of your plans registered with Cavendish Online.

Cavendish Online is not responsible for the amount of commission received, but will always endeavour to collect all renewal commission due in respect of the plans that you have registered with Cavendish Online.

We retain the right to alter our fees subject to three months notice to the client of our intention to do so.

Life Insurance commission sacrifice

When customers choose the fee-based online route we ask the insurer to re-invest 100% of the initial and trail (renewal) commission. When choosing the no-fee execution-only route we ask the insurer to re-invest 81% of the commission and we receive 19% of the commission from the insurer rather than taking a fee.


WE DO NOT HANDLE CLIENTS' MONEY. We will never accept a cheque made payable to Cavendish Online for forwarding to investment companies (unless it is a cheque for our transaction fees). We will not handle cash.

We keep records of all our business transactions for at least six years. As we treat all our clients' records as confidential, we reserve the right not to give you copies of your records if to do so would allow access to files containing records about other clients. We will supply a list of transactions at no cost, but we reserve the right to charge a fee for copies of records. Currently, our charges are £25 per file or part thereof.

Cavendish Online maintains Professional Indemnity Insurance that satisfies the level of cover stipulated by the FCA.

Charges and product information

The information on the website with regards to products and their charges is provided to us by insurers on a regular basis. The information on the website is correct to the best of our knowledge but is subject to change. You will also receive confirmation of the charges when you receive your policy documents.

Life Insurance underwriting

The Life Insurance comparison quotes we are able to provide on our website do not take into account your complete health and lifestyle. These questions are asked once you choose and apply to an insurer. If your insurer reviews your application and revises their acceptance terms, resulting in an increase in the premium and you set up the policy on these revised terms, regrettably this does not invalidate our fee as you have still benefited from having utilised our services and obtained cover on a discounted nil-commission basis. However, if you decide not to take out this policy, then no fee is required.

Cavendish Online Life Insurance refund policy

If your Life Insurance policy is declined you can either apply to another company or ask us for a full refund of your fee. If your premium is increased due to health / lifestyle reasons or deferred then you can either apply to another company or ask us to refund your fee if you decide not to proceed. If your premium has not increased but you decide not to take up the policy we do not offer a refund.

Life Insurance companies use similar underwriting criteria but some do vary. Therefore, we recommend if you are unsure of how your health and lifestyle may affect the acceptance by certain companies then you can either speak directly to the underwriters (of the various companies listed on the online comparison) to see how they will treat your situation before applying, or you can speak with one of our Advisers who can recommend you companies and products, and will be able to assist further if you have been declined.


If you wish to register a complaint, please contact us:

  • In writing - Cavendish Online Ltd, 234 High Street, Exeter, Devon EX4 3NL
  • By emailing [email protected]
  • By telephone - 0345 644 2540.

We are committed to providing the highest level of service. If you feel we haven't lived up to your expectations in any way, we’d like to know so we can put things right.

We’ll do all we can to respond to your complaint within 48 hours of receiving it. Where this isn’t possible, we’ll write to you with an acknowledgement/update within five working days to tell you the actions we are taking to resolve your issue. We aim to resolve all complaints within 10 working days, and we’ll keep you updated along the way, providing you with the name and contact details of the person dealing with your case.

Financial Services Compensation Scheme and the Financial Ombudsman

If you make a valid claim against Cavendish Online in respect of the financial products we have arranged for you, and we are unable to meet our liabilities in full, you may be entitled to redress from the Financial Services Compensation Scheme.

Please be aware that buying protection products without advice will affect your right to recourse via the Financial Ombudsman Service, although this is only in the event of the suitability of a product bought on an execution-only basis. You could still take a claim to the ombudsman about the service that you have received, unclear or misleading information or that you received information equivalent to advice prior to an online sale taking place.

The terms of this agreement are issued to you in compliance with the requirements of our regulatory body, the Financial Conduct Authority. Should any of the aforementioned terms change in any material way, a revised Terms of Business document will be published on our website. Where it is necessary to charge fees, we shall charge you fees. Our current fee scale is £50 per hour plus disbursements. Such fees may be subject to VAT.

We are permitted to advise and deal as an agent of insurers and assist in claims handling with respect to non-investment insurance policies.

Please note that you will not be charged fees unless you have been advised to the contrary in advance of incurring any such fees.

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.

Personal Protection advising and arranging is covered for 90% of the claim without any upper limit. For compulsory classes of insurance, Personal Protection advising and arranging is covered for 100%, without an upper limit. Further information about the compensation scheme arrangements is available from the FSCS.

Privacy Policy

For more information please visit the Privacy Policy section of the website.

Data Protection Act

Cavendish Online retains all relevant client information on computer files. This information is only disclosed to third parties for the purpose of processing applications. We will also use this information to contact clients by email, post or telephone to bring to the client’s attention any additional products or services that we believe may be of interest to the client. We agree that the client may withdraw this right at any time by contacting Cavendish Online through email or post.

If you have any further queries please contact us