Important Notices

Company Description

ViiSana is an insurance brokerage that provides advice regarding personal and business protection. We pride ourselves on treating our customers as individuals, thoroughly assessing their needs in order to provide the most appropriate advice on protecting theirs and their family’s lives, incomes, and lifestyles. Our team of Consultants work across the breadth of the UK and are supported by a dedicated team based on the south coast in a town called Shoreham-By-Sea. For full details about us and our services, please visit

We chose to be part of HLPartnership (HLP), formerly HomeLoan Partnership, a Network of over 400 Financial Advisers looking after their clients’ interests throughout the UK. They were established in 2001 as one of the UK’s first Mortgage and General Insurance Intermediary Networks.

Our Services And Charges

ViiSana only provides advice on products from the VitalityLife and VitalityHealth companies. This covers life insurance, serious illness cover and income protection products with VitalityLife and private medical insurance from VitalityHealth.

Our service is offered face to face, via free of charge consultation meetings. During these meetings we will assess your needs and requirements and recommend appropriate protection solutions based on the outcomes.

We do not charge the customer for our services, but receive a commission from the insurance provider. We are transparent and disclose any commission that we will receive before proceeding with your instruction.

Duty Of Disclosure

It is the duty of our customers to provide full and accurate answers to the questions either ViiSana or the insurer asks in relation to the protection policies offered. Reasonable care must be taken to provide up to date, complete and accurate answers to any question asked. Should it become known that information originally supplied is incorrect, you must inform the insurer immediately. In the event that the information provided is incorrect, the insurer may cancel or amend your policy or cover, refuse to pay a claim, not pay a claim in full, change the premiums charged, or seek recovery of benefits already paid to you.

Your Peace Of Mind And Security

We subscribe and abide by a number of laws, regulations and legislation for your protection, confidentiality, and security. These include:

  • The Financial Conduct Authority (FCA) – our regulator
  • The Financial Services Compensation Scheme (FSCS) – for financial security
  • The Data Protection Act (DPA) – for confidentiality
  • The Financial Ombudsman Service – we treat you with the highest level of client classification for peace of mind
  • Law – all of our agreements are in accordance with the laws of England and Wales

The Financial Conduct Authority

We are an appointed representative of HL Partnership Limited, Pharos House, High Street, Worthing, West Sussex, BN11 1DN, who are authorised and regulated by the Financial Conduct Authority under registration number 303397.

You can check this on the FCA’s Register by visiting the FCA’s website or by contacting the FCA on 0845 606 1234.

Customer Charter

  • We aim to provide a comprehensive protection service to all of our customers
  • We are confident that we will deliver a high quality service that will be amongst the best in the financial services industry
  • We continually strive to improve our professionalism through personal development
  • We can confirm that we adhere to the principles of “Treating Customers Fairly” as prescribed by our regulator the Financial Conduct Authority
  • If any material interest or conflict of interest should arise in business that we are arranging for you, we will let you know and ask for your consent before we carry out your instructions
  • Our processes and procedures follow the guidelines as laid down by our business support network – HL Partnership Limited, which is authorised and regulated by the Financial Conduct Authority
  • If you wish to comment on the services we provide, we are always pleased to receive your feedback as we seek to treat our clients as we ourselves would wish to be treated.
  • If, at any point you are dissatisfied with our service, we will always do our very best to put it right

Other Topics We Feel You Ought To Know About

  • Financial Crime
    All transactions relating to the services provided by us are covered by Money Laundering Regulations and the Proceeds of Crime Act.2002. The FCA also requires that we have appropriate measures in place to prevent the furtherance of financial crime.Our responsibilities include but are not limited to verifying the identity and address of our clients and any third party making payments on their behalf. If required you must supply proof of your identity in accordance of the above Regulations. Identity verification checks may include electronic searches of the electoral roll and the use of credit reference agencies, which will result in a soft ‘foot-print’ on your credit records. This foot-print is not visible to other financial service providers and does not affect your credit rating in anyway. In accordance with the Data Protection Act 1998 acceptance of these terms and conditions represents your permission for us to access this information.
  • Terms of Business
    Please read this separate document, as it sets out more detail regarding our fees and services. We aim to ensure all our documents and information are clear and transparent. In the case of any potential ambiguity between the Terms of Business and this Guide to Our Services, the Terms of Business takes precedent.For the specific terms and conditions of the Vitality reward programme and partners, please refer to

  • Other Interests
    We pride ourselves on being impartial, and to avoid any doubt will share any possible conflicts with you. Intrinsic has a number of payment arrangements with various product providers to facilitate adviser learning and enhance the outcomes for our customers. Further details are available on request.
  • VAT
    The service we provide is described as an ’intermediation’ service. This means we provide advice with the intention of recommending a product. If we did not do this we would be liable for VAT on the fees charged. VAT is not applicable on the fees we charge for intermediation services. Should this change in the future, and where VAT becomes due, we will notify you before conducting any further work.
  • Customer Money
    We do not handle customer’s money. We never handle cash.


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

  • In writing: Complaints Department, HL Partnership Limited, Pharos House, High Street, Worthing, West Sussex, BN11 1DN
  • By phone: Telephone 01902 602664


If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service


Privacy policy

  1. Introduction

1.1    We are committed to safeguarding the privacy of our website visitors; in this policy we explain how we will treat your personal information.

1.2    By using our website and agreeing to this policy, you consent to our use of cookies in accordance with the terms of this policy


2.1    This document was created using a template from SEQ Legal (

  1. Collecting personal information

3.1    We may collect, store and use the following kinds of personal information:

(a)    information about your computer and about your visits to and use of this website (including [your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths]);

(b)    information that you provide to us when registering with our website

(c)    information that you provide when completing your profile on our website (including [your name, profile pictures, gender, date of birth, relationship status, interests and hobbies, educational details and employment details]);

(d)    information that you provide to us for the purpose of subscribing to our email notifications and/or newsletters (including [your name and email address]);

(e)    information that you provide to us when using the services on our website, or that is generated in the course of the use of those services (including [the timing, frequency and pattern of service use]);

(f)    information relating to any purchases you make of our [goods and/or services] or any other transactions that you enter into through our website (including [your name, address, telephone number, email address)];

(g)    information that you post to our website for publication on the internet (including [your user name, your profile pictures and the content of your posts]);

(h)    information contained in or relating to any communication that you send to us or send through our website (including [the communication content and metadata associated with the communication])]; and

(i)    any other personal information that you choose to send to us]

3.2    Before you disclose to us the personal information of another person, you must obtain that person’s consent to both the disclosure and the processing of that personal information in accordance with this policy.

  1. Using personal information

4.1    Personal information submitted to us through our website will be used for the purposes specified in this policy or on the relevant pages of the website.

4.2    We may use your personal information to:

(a)    administer our website and business;

(b)    personalise our website for you;

(c)    enable your use of the services available on our website;

 (g)   send you non-marketing commercial communications;

(h)    send you email notifications that you have specifically requested;

(i)    send you our email newsletter, if you have requested it (you can inform us at any time if you no longer require the newsletter);

(j)    send you marketing communications relating to our business [or the businesses of carefully-selected third parties] which we think may be of interest to you, by post or, where you have specifically agreed to this, by email or similar technology (you can inform us at any time if you no longer require marketing communications);

 (l)   deal with enquiries and complaints made by or about you relating to our website;

(m)   keep our website secure and prevent fraud; and

(n)    verify compliance with the terms and conditions governing the use of our website [(including monitoring private messages sent through our website private messaging service).

4.3    If you submit personal information for publication on our website, we will publish and otherwise use that information in accordance with the licence you grant to us.

4.4    Your privacy settings can be used to limit the publication of your information on our website, and can be adjusted using privacy controls on the website.

4.5    We will not, without your express consent, supply your personal information to any third party for the purpose of their or any other third party’s direct marketing.

  1. Disclosing personal information

5.1    We may disclose your personal information to [any of our employees, officers, insurers, professional advisers, agents, suppliers or subcontractors] insofar as reasonably necessary for the purposes set out in this policy.

5.2    We may disclose your personal information to any member of our group of companies (this means our subsidiaries, our ultimate holding company and all its subsidiaries) insofar as reasonably necessary for the purposes set out in this policy.

5.3    We may disclose your personal information:

(a)    to the extent that we are required to do so by law;

(b)    in connection with any ongoing or prospective legal proceedings;

(c)    in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk);

(d)    [to the purchaser (or prospective purchaser) of any business or asset that we are (or are contemplating) selling]; and

(e)    [to any person who we reasonably believe may apply to a court or other competent authority for disclosure of that personal information where, in our reasonable opinion, such court or authority would be reasonably likely to order disclosure of that personal information].

5.4    Except as provided in this policy, we will not provide your personal information to third parties.

  1. Retaining personal information

7.1    This Section 7 sets out our data retention policies and procedure, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal information.

7.2    Personal information that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.

7.3    Without prejudice to Section 7.2, we will usually delete personal data falling within the categories set out below at the date/time set out below:

(a)    All personal data will be deleted within 12 months.

7.4    Notwithstanding the other provisions of this Section 7, we will retain documents (including electronic documents) containing personal data:

(a)    to the extent that we are required to do so by law;

(b)    if we believe that the documents may be relevant to any ongoing or prospective legal proceedings; and

(c)    in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk).

  1. Security of personal information

8.1    We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.

8.2    We will store all the personal information you provide on our secure (password- and firewall-protected) servers.

8.3    All electronic financial transactions entered into through our website will be protected by encryption technology.

8.4    You acknowledge that the transmission of information over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet.

8.5    You are responsible for keeping the password you use for accessing our website confidential; we will not ask you for your password (except when you log in to our website).

  1. Amendments

9.1    We may update this policy from time to time by publishing a new version on our website.

9.2    You should check this page occasionally to ensure you are happy with any changes to this policy.

9.3    We may notify you of changes to this policy [by email or through the private messaging system on our website].

  1. Your rights

10.1  You may instruct us to provide you with any personal information we hold about you; provision of such information will be subject to:

(a)    the payment of a fee (currently fixed at GBP 10); and

(b)    the supply of appropriate evidence of your identity [(for this purpose, we will usually accept a photocopy of your passport certified by a solicitor or bank plus an original copy of a utility bill showing your current address)].

10.2  We may withhold personal information that you request to the extent permitted by law.

10.3  You may instruct us at any time not to process your personal information for marketing purposes.

10.4  In practice, you will usually either expressly agree in advance to our use of your personal information for marketing purposes, or we will provide you with an opportunity to opt out of the use of your personal information for marketing purposes.

  1. Third party websites

11.1  Our website includes hyperlinks to, and details of, third party websites.

11.2  We have no control over, and are not responsible for, the privacy policies and practices of third parties.

  1. Updating information

12.1  Please let us know if the personal information that we hold about you needs to be corrected or updated.

  1. Cookies

13.1  Our website uses cookies.

13.2  A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

13.3  Cookies may be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

13.4  Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

13.5  We use both session and persistent cookies on our website.

13.6  Most browsers allow you to refuse to accept cookies; for example:

(a)    in Internet Explorer (version 11) you can block cookies using the cookie handling override settings available by clicking “Tools”, “Internet Options”, “Privacy” and then “Advanced”;

(b)    in Firefox (version 44) you can block all cookies by clicking “Tools”, “Options”, “Privacy”, selecting “Use custom settings for history” from the drop-down menu, and unticking “Accept cookies from sites”; and

(c)    in Chrome (version 48), you can block all cookies by accessing the “Customise and control” menu, and clicking “Settings”, “Show advanced settings” and “Content settings”, and then selecting “Block sites from setting any data” under the “Cookies” heading.

13.7  Blocking all cookies will have a negative impact upon the usability of many websites.

13.8  If you block cookies, you will not be able to use all the features on our website.

13.9  You can delete cookies already stored on your computer; for example:

(a)    in Internet Explorer (version 11), you must manually delete cookie files (you can find instructions for doing so at;

(b)    in Firefox (version 44), you can delete cookies by clicking “Tools”, “Options” and “Privacy”, then selecting “Use custom settings for history” from the drop-down menu, clicking “Show Cookies”, and then clicking “Remove All Cookies”; and

(c)    in Chrome (version 48), you can delete all cookies by accessing the “Customise and control” menu, and clicking “Settings”, “Show advanced settings” and “Clear browsing data”, and then selecting “Cookies and other site and plug-in data” before clicking “Clear browsing data”.

13.10 Deleting cookies will have a negative impact on the usability of many websites.

  1. Our details

14.1  This website is owned and operated by ViiSana Limited.

14.2   We are registered in England and Wales under registration number 09677713and our registered office is at





BN11 1QR

14.3   Our principal place of business is at

Hangar 4,

Cecil Pashley Way,

Shoreham Airport,

BN43 5FF

14.4  You can contact us:

(a)   by post, using the postal address given above;

(b)   using our website contact form;

(c)    by telephone, on the contact number published on our website from time to time; or

(d)    by email, using the email address published on our website from time to time.