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COMPLAINT PROCEDURES, REGULATION
& COMPENSATION

Complaint Procedures

Our aim at all times is to provide a first class standard of service. However, there may be occasions when you feel that this objective has not been achieved.

How to Complain

Should you have any query or complaint regarding your insurance, please contact Devitt by using any of the methods shown below. Please always quote your reference number and/or your policy number.

The member of staff receiving your communication will try to resolve your complaint immediately. If they cannot, or further investigation is required, we promise to inform you of this within five business days.

In the unlikely event that your complaint has not been resolved within four weeks of its receipt, we will write and let you know the reasons why and the further action we will take.

Within eight weeks of its receipt we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate to have concluded our investigation.

Whilst we are investigating your complaint, we will keep in regular contact with you.

The easiest way to complain is simply to give us a call.

Depending on the nature of your complaint, please contact us on one of the telephone numbers detailed below.

- By Phone

If you wish to ring us please use the telephone numbers below and give us details of your complaint:

- By Writing

If you wish to write to us please give us details of your complaint and address your letter to:

Customer Satisfaction Manager
Devitt Insurance Services Limited
North House
St. Edwards Way
Romford
Essex
RM1 3PP

- By Email

Alternatively, if you wish to email us with details of your complaint, please click Contact us form and follow the on-line procedures by selecting ‘Complaints’ from the ‘Type of query’ drop-down menu.

Further procedures

If you remain unhappy, please write with full details to the Managing Director of Devitt Insurance Services Limited at the same address.

If after taking this course of action you are still dissatisfied, once you have had either a final response letter regarding your complaint or it is eight weeks since you raised your complaint (whichever is sooner), you then have the right of referral to the Financial Ombudsman Service (FOS).

The address and telephone number is as follows:-

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London,
E14 9SR

Telephone No. 0845 080 1800

If your complaint is about your insurer, as denoted on the policy schedule, Devitt will advise you how to contact them.

If having referred the matter to the insurer you receive either a final response letter regarding your complaint or it is eight weeks since you raised your complaint (whichever is sooner) and you still remain dissatisfied, short of court action, you can do the following:

a) if your insurer is not a member of Lloyds, to approach the Financial Ombudsman Service (FOS) for assistance at the address indicated above.

b) If your insurer is a member of Lloyds, to refer the complaint to:
Policyholder & Market Assistance
Lloyd’s Market Services
One Lime Street
London
EC3M 7HA

Telephone No. 020 7327 5693

If you are not satisfied with how the Policyholder & Market Assistance department of Lloyd’s deals with your complaint and you have either had a final response letter regarding your complaint or it is eight weeks since you raised your complaint (whichever is sooner), you then have the right of referral to the Financial Ombudsman Service (FOS) at the address and the telephone number previously shown.

Taking any of the actions set out above will not affect your right to take legal action if you deem it necessary.

Regulation and Compensation

Your insurers and Devitt Insurance Services Limited are authorised and regulated by the Financial Services Authority. The Financial Services Authority website includes a register of all regulated firms and can be visited at www.fsa.gov.uk/register, or they can be contacted on 0845 6061234.

Under the Financial Services and Markets Act 2000, should a company be unable to meet all its liabilities to policyholders and customers, compensation may be available. Insurance advising and arranging and an insurer’s activities of effecting and carrying out insurance business is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit.

For compulsory classes of insurance, insurance advising and arranging and an insurer’s activities of effecting and carrying out insurance business is covered for 100% of the claim, without any upper limit.

Information can be obtained on request, or by visiting the Financial Services Compensation Scheme website at www.fscs.org.uk

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