Terms and conditions

1. About these terms

These terms govern your use of Protection Connect and every purchase of enquiries through it. Protection Connect is provided by PJG Financial Limited, trading as Protection Connect (company number SC535782, registered office 5 South Charlotte Street, Edinburgh, EH2 4AN), authorised and regulated by the Financial Conduct Authority (FRN 919697) ("we", "us", "our").

By creating an account, buying enquiries or using the platform you accept these terms (later versions apply once your firm accepts them: see section 9) on behalf of your firm ("you"). Protection Connect is a business service for FCA authorised firms and their appointed representatives only, and is not offered to consumers.

2. Eligibility and accounts

Accounts are available only to FCA authorised firms and their appointed representatives.

We may verify any application against the FCA register and any other source we choose. We may accept or refuse any application at our sole discretion and are not required to give reasons.

When you apply, we check the information you give us automatically against the Financial Conduct Authority's Financial Services Register, and may check Companies House. Where every check passes we may approve your application automatically; otherwise a member of our team reviews it. Our privacy policy explains how we handle the personal data involved.

You are responsible for everything that happens under your account, including the actions of your staff and users, and for keeping your login details secure.

If you sign in with Google, your Google account forms part of your login details for Protection Connect.

Information you give us

You warrant that all information you, or anyone acting for your firm, give us when you apply and at any time afterwards is true, complete, accurate and not misleading. You will keep it up to date and tell us promptly, through the platform or at compliance@protectionconnect.co.uk, of any change, including to your firm's FCA authorisation, permissions or appointed representative appointment, the people who use your account, or your firm's registration with the Information Commissioner's Office, which you must hold for as long as you have an account.

You are solely responsible for the information you give us. We rely on it, and on public registers such as the Financial Services Register, without making further enquiries, and we are not obliged to verify it.

If any information you give us is false, incomplete or misleading, or you do not keep it up to date, we may refuse your application, or suspend, restrict or close your account immediately and without notice, stop supplying enquiries, and withhold or reverse any lead credits.

You will indemnify us against any loss, liability, claim, fine or cost we suffer because information you gave us was false, incomplete or misleading, or was not kept up to date.

We keep records of your application, sign-ins and activity on Protection Connect, including IP addresses, approximate location, browser details and times, to keep the platform secure and prevent fraud, and we may rely on them as evidence. Our privacy policy explains how long we keep them.

3. Enquiries

Enquiries are generated from people who use our own consumer websites and ask to be contacted about protection insurance. On those websites we act as an introducer: we don't give the customer advice or arrange their policy. Each enquiry is supplied to one firm only.

If we stop supplying your firm because your authorisation or permissions change, we may ask you not to act on enquiries delivered after the change.

Apart from the credits described in section 5, we do not guarantee that a customer's phone number or email address is valid, or that any customer will answer, remain interested, qualify for cover or buy a policy, and we give no warranty about the volume, quality or conversion rate of enquiries.

The price shown on a lead when you buy it is the most you will pay (see section 4). We may change, pause or stop the supply of enquiries, or any feature, at any time.

Sending enquiries to your own systems. An owner or admin of your firm can choose how the enquiries you buy also reach your firm’s own systems: by connecting your firm’s customer relationship management system (CRM) to Protection Connect, by pasting a key from your CRM, by giving us an email address to which we send each enquiry with a spreadsheet, or by downloading your enquiries as a spreadsheet. When your firm switches one of these on, you authorise us to send each enquiry you buy to that CRM or email address, or to let you download it. In a CRM we add each enquiry as a record and a note, using only the permissions shown when it was connected or given by the key. We send each enquiry only to the firm that bought it. Your firm is responsible for the CRM, email address or other system it chooses, and for who can see enquiries there. Every enquiry also stays in My leads, and the 48-hour period for lead credits in section 5 starts when your firm buys the enquiry, or when we buy it for you through automatic buying, or later where section 5 says so.

When we search for and add records in your CRM, we act as your processor and only on your instructions. We keep the access your CRM gives us confidential and secure, store it encrypted, use it only to add your enquiries and the notes shown on the Integrations tab, delete it when your CRM is disconnected, and help you respond to requests from customers about their personal data. You control who at your firm can use your CRM and what Protection Connect may do in it. We never set marketing permissions in your CRM.

Your firm or we may switch off a CRM connection or email delivery at any time. If a customer asks us to erase their details, we tell your firm’s owner and admins, add a note to the record we made in your CRM or email the address you gave us, and you must delete the customer’s details from your CRM, your email, any spreadsheet you downloaded and any other system you copied them to.

Telling us what happened to an enquiry. My leads asks, for each enquiry you buy, whether you contacted the customer, gave a quote and sold a policy, and the monthly premium. Answering is optional, and you can change an answer. When you answer, you tell us this about your client. We use it only for our own reporting, to measure the quality of our enquiries and improve how we find customers. We never show your answers to another firm and never publish them. We do not use them to change your price, your charges, your lead credits or which enquiries you receive unless we first change these Terms. We delete your answers when we delete the enquiry's personal details, or sooner if the customer objects. Your firm's own privacy notice to your clients should say that you may share this information with us.

Returning customers. If a customer sends a new enquiry for the same type of lead within 30 days of your firm buying their earlier enquiry, we do not list the new enquiry for sale. The same type of lead means the same website, product and single or joint choice. We supply the new enquiry to your firm free of charge and tell you, provided your firm meets the buying conditions in this section at that time. If your firm does not meet those conditions, we may list the new enquiry for any firm to buy. The 30 days run from the earlier purchase. Receiving a free repeat enquiry does not restart that period. If the customer's earlier enquiry was not bought, the new enquiry may be listed as normal and replaces any earlier enquiry of the same type from that customer that is still listed for sale. A new enquiry of a different type is listed as normal for any firm to buy, alongside any earlier enquiry still for sale.

Available leads

We do not reject an enquiry from someone who asks for quotes. Unless it is a repeat enquiry handled as described above, we offer it first to automatic buyers and, if it is not bought, list it in Available leads in your dashboard, subject to the law and our checks. We do not guarantee how many enquiries will be listed or that any firm will buy one. We may withhold or remove a listing where the law or our checks prevent us from offering it, for example if it is a test enquiry or the customer withdraws, objects or asks us to erase their details. Otherwise an unsold lead stays for sale for 14 days.

Each preview shows only: the product; whether it is for one person or two (single or joint); the customer's age in a 10-year band; the amount of cover in a band; roughly when the customer sent it (less than an hour ago, earlier today, yesterday, or how many days ago); and its price. Smoking status is not shown in previews; we may show it if we switch this on (for a joint enquiry, whether neither, one or both people smoke). A preview never shows the website the enquiry came from, the customer's name, phone number, email address, postcode, postcode district or exact age, a joint applicant's other details, the term, the exact time of the enquiry, our reference or which firm bought it. After you buy, the opening line in My leads names the website the enquiry came from.

Your firm's owner, its admins and advisers for whom its owner has ticked "Can buy leads" on the Team tab can buy, and only when your firm is approved, has a current FCA status, has accepted this version of these terms or a later version, owes us nothing and is not suspended or paused. These buying conditions apply whether you buy by hand or through automatic buying. Only these signed-in users can see previews, and only when your firm meets those buying conditions or your firm is approved, has a current FCA status and is not suspended or paused but has not accepted the current version of these terms. In that case, they see previews without the option to buy until it is accepted. We may also show previews without the option to buy to users at firms that do not meet the other buying conditions and to other members of your firm's team if we switch this on. Previews are never shown to the public.

The first firm to buy a lead gets it, and only that firm; the listing then shows as sold for other firms whose users can see previews. Once a lead is sold, firms that can buy may see that it sold, the price it sold for and how long ago, but never who bought it. When you press Buy, we hold the lead for your firm (a reservation); while it is held no other firm can buy it. The hold lasts 1 minute from when you first press Buy, however you pay. Pressing Buy again during the hold does not restart or extend it. If we do not receive payment confirmation before the hold ends, the lead is immediately for sale again for any firm to buy. If we receive confirmation of a payment on Stripe's secure page after the hold ends, we cancel the card authorisation and you are not charged. You do not get the lead, even if it is still for sale. If it is still for sale, you can press Buy again to start a new 1 minute hold.

When you buy, we check again that the enquiry can still be supplied; if it can't, you are not charged and any card hold is cancelled. In the rare case that a card payment has already been taken, we add the amount to your balance, which you can ask us to pay back under section 7.

Once payment is confirmed, a lead you buy is supplied to your firm as an enquiry under these terms, in My leads and through any CRM or email delivery your firm has switched on, with the customer's details and the date and time they sent it. It may not be a live enquiry: the customer may have sent it some time before you bought it, and we did not show them your firm's name. Section 6 says what you must do when you contact these customers.

A working day is a weekday that is not a bank holiday. In these terms a bank holiday means a bank holiday in any part of the UK (England and Wales, Scotland or Northern Ireland). All times in these terms are UK time.

If leads have been waiting for a buyer for 30 minutes during working hours (8am to 8pm, Monday to Friday, including bank holidays), we email the buyers at firms that can buy to tell them leads are available.

4. Pricing and payment

Displayed prices. Each lead in Available leads shows its price in whole pounds, and every firm that can see it sees the same price. We set a lead's starting price when it's listed. Prices rise automatically when leads sell quickly and fall while a lead stays unsold, during and outside working hours. A lead's price can keep falling throughout its 14 days for sale, but never below its type's minimum. We don't publish how starting prices are set.

Single life insurance leads and single over-50s life insurance leads are available from £55, and income protection leads from £50. Joint lead types have higher minimums.

You never pay more than the price you accepted when you pressed Buy. If the price has gone up by then, we do not go ahead with the purchase; we show you the new price instead.

Paying for a lead. If your firm has a saved card, we use your account balance first, and any shortfall is paid using your saved card or on Stripe's secure page. A card payment is at least £1. If a card payment is needed and the shortfall is less than £1, we take £1 by card and the rest of the lead's price from your balance. Any card payment is first authorised as a hold and then taken before we supply the lead. If the purchase cannot go ahead, we cancel the hold. We supply the lead only once payment is confirmed.

Your firm can buy a lead by hand without a saved card: you pay the whole price by card on Stripe's secure page, and that card is saved. Once your firm has a saved card, we charge it straight away for any part of the price your balance does not cover. Automatic buying runs only while your firm has a saved card. You cannot top up your balance. A balance can come only from lead credits, refunds we keep as balance and any money left from earlier top-ups. We keep one saved card per account; saving a new card replaces the old one. Saving a card on its own never authorises us to buy leads for you. Payments are processed by Stripe.

PJG Financial Limited is not registered for VAT, so no VAT is charged.

We may suspend delivery if your balance is insufficient and your card does not pay the shortfall, or if any payment is late, and we may charge interest on overdue amounts at the statutory rate.

We may lower any lead type's minimum price at any time. We raise any lead type's minimum price or our fees only after at least 48 hours' notice through the platform or by email. Individual lead prices vary as described above, without notice.

Automatic buying

Automatic buying is optional and is off unless your firm's owner or an admin switches it on. You choose the lead types and age bands, a maximum price per lead and a daily limit (a number of leads or an amount). We then buy leads that match for you at each lead's current displayed price when it is bought, never above your maximum and within your daily limit, paid from your balance first and, if you separately authorise it, from your saved card for any shortfall.

That card authorisation is recorded with its date and the card. If the saved card changes, automatic buying pauses until you confirm again.

Automatic buyers get first pick of each new lead for up to 45 seconds before it shows to users who can see previews, in order of highest maximum price, with ties shared fairly; each pays the price showing, never its maximum.

We may pause automatic buying if a card payment needs your confirmation or fails, and we tell you by email. You can switch it off at any time; leads already bought stay bought.

5. Lead credits

For any lead supplied to your firm under this version, including one bought in Available leads, we credit the full price you paid to your account balance only if we agree that:

• the phone number is not in service, so it cannot be connected;
• it duplicates an enquiry from the same customer that we supplied to your firm in the previous 30 days; or
• it is a test enquiry: one we made, or one plainly made to try out the form, for example with the name "Test Test" or a test phone number.

We give at most 1 credit for every 10 leads your firm buys in a calendar month (UK time), rounded down. Fewer than 10 means none. A credit counts against the month the lead was bought. We count that month's purchases, by hand and automatically, up to when we decide. If no credits remain for that month, we cannot accept or record your claim. If you buy more that month, you can claim again within the lead's 48 hours. We decline claims accepted for review if that month's limit has been used up when we decide. A declined claim stays declined.

These grounds, and the later start of the 48 hours below, apply to enquiries supplied to your firm after it accepted this version. Earlier enquiries keep the credit grounds of the terms your firm had accepted when supplied; their claim forms show them.

We check customers' phone numbers and email addresses when they enquire. We give no credit for email addresses that bounce, do not exist or reject messages, or details that do not match the summary shown before buying. We also give no credit for working phone numbers or email addresses that the person says are not theirs, or false or inaccurate information customers give about themselves, including age or smoking status.

No credit applies if the customer does not answer, changes their mind, already has cover elsewhere, does not qualify for cover or does not go ahead, or the enquiry does not lead to a sale.

To claim, open the lead in your dashboard and choose "Claim a credit" within 48 hours of purchase, with your reason and any supporting evidence. The 48 hours start when your firm buys the enquiry or, for automatic buying, when we buy it for you. For an enquiry sent to your CRM or by email between 8pm and 8am, at a weekend or on a bank holiday, the 48 hours instead start at the next 8am on a weekday that is not a bank holiday.

We review each claim fairly, may ask you or the customer for more information, and tell you our decision through the dashboard. We may decline claims made after those 48 hours.

Credits are added to your account balance for future enquiries, including for leads paid for by card. They cannot be transferred or exchanged for cash, or paid back to the card, except as part of your unused balance, which we pay back when your account closes (see section 7). Otherwise, payments for delivered enquiries are non-refundable. If claims from your account are repeatedly unsupported, we may review your account under section 7.

6. Your obligations

You must contact customers promptly and treat them fairly, in line with FCA rules, UK GDPR, the Privacy and Electronic Communications Regulations and all other applicable law and guidance.

For a lead you buy, or we buy for you, between 8am and 8pm on a weekday that is not a bank holiday, make your first call attempt within 30 minutes of the purchase; if you cannot, don't buy and switch off automatic buying. For a lead bought at any other time, call as soon as you next open.

On your first contact with any customer, give your firm's name and say that your firm is authorised by the Financial Conduct Authority or, if it is an appointed representative, that it is an appointed representative of its named principal firm, which is authorised by the Financial Conduct Authority. Tell them that you are calling about the enquiry they made on the website named in the lead (LifeAdviser or 50Life) on the date it shows, and how they can read your firm's privacy notice.

Contact the customer only about that enquiry. If a customer asks you to stop contacting them, stop at once and do not contact them again. If they opt out of a channel, stop at once and do not contact them again that way.

You may use the previews in Available leads only to decide whether to buy an enquiry. You must not copy them (including by screenshot or with automated tools), keep them or share them, combine them with other information about any person, or try to identify anyone from them or, before you buy, to find out anything about a customer that a preview leaves out.

You become an independent controller of the personal data in each enquiry you receive. You must not resell, share, transfer or pass on any enquiry or customer details to any third party, or use them for any purpose other than advising that customer on protection insurance.

You must not misuse the platform, attempt to access other firms' data, or do anything that could damage our reputation or our relationship with customers, our suppliers or the FCA.

If someone tells you they did not make an enquiry, do not contact them again, and tell us within 48 hours through your dashboard or at compliance@protectionconnect.co.uk, so we can stop using their details. This is not a ground for a credit.

If we tell you that a customer has objected to us passing on their details or has asked not to be contacted, stop contacting them, record it, and deal with any request about your own use of their details under your own privacy duties.

7. Suspension and closure

We may suspend, restrict or close your account, stop supplying enquiries, or remove you from the platform at any time and for any reason or no reason, with or without notice, at our sole discretion.

You may close your account at any time by contacting us. Enquiries already delivered remain chargeable.

Unused balance

If your account closes for any reason, we will pay back your unused balance within 14 days of closure. Your unused balance is what is left from lead credits, refunds we keep as balance and earlier card top-ups, after paying for enquiries.

Before paying it back we deduct only any amount you owe us under these terms, for example after a card refund or a disputed card payment.

If a card payment is disputed, a credit claim is still being reviewed, or money is still held for an enquiry being delivered when your account closes, we hold your unused balance until that is settled and pay back anything due to you within 14 days of that.

We pay money back to the card you paid with. If we can’t, we will pay it to a UK bank account in your firm’s name.

8. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or any other liability that cannot be limited by law.

Subject to that, we are not liable for any loss of profit, revenue, business, commission, goodwill or data, or for any indirect or consequential loss. Our total liability arising from or in connection with these terms in any 12 month period is limited to the amount you paid us for enquiries in the three months before the claim arose.

You will indemnify us against any losses, claims, fines or costs arising from your breach of these terms or of any law in your handling of enquiries.

9. Changes to these terms

We may update these terms. We show each new version in your dashboard and ask your firm's owner or an admin to accept it. A new version applies to your firm once accepted; until then the version it last accepted continues to apply, except for changes that section 4 allows on notice. Your firm must accept version 2026-11-03-v13 before it can buy under the new model.

10. General

These terms are the entire agreement between us about their subject matter. If any part is found unenforceable, the rest remains in effect. A failure or delay by us in enforcing any right is not a waiver of it.

You may not transfer your account or rights under these terms. We may transfer ours to any group company or successor.

These terms are governed by the law of Scotland and the Scottish courts have exclusive jurisdiction, save that we may bring proceedings in any jurisdiction where you are based.

Questions about these terms can be sent to contact@protectionconnect.co.uk.