Our aim at all times is to provide an exceptional standard of service. However, there may be occasions when you feel that this objective has not been achieved.
How to Complain
Whilst we will make every effort to maintain the highest standards, we recognise that there may be occasions when we fail to satisfy the particular requirements of our customers. We therefore have in place procedures to investigate and remedy any area of concern.
In such circumstances we promise:
- To try and resolve the complaint within 3 working days and write to you confirming if we have done so;
- To acknowledge any formal complaints promptly;
- To respond fully to your concern or complaint within four weeks or less. If for any reason this is not possible, we will write to you to explain why we have been unable to conclude the matter quickly. If we have been unable to resolve your complaint in eight weeks, we will write to you explaining the reason as to why this has not been possible. We will also advise you of your right to refer your complaint to the Financial Ombudsman Service (if applicable).
In the event of any complaint please contact us quoting your reference number and/or your policy number. You can give details of your complaint:
In writing to: Devitt Insurance Services Limited, North House, St Edwards Way, Romford, Essex, RM1 3PP, or,
By telephone: 0344 225 1349
By Email: Please click Contact us and submit your complaint via email from there.
What to do if you remain unhappy:
If you still feel that we have not been able to resolve the matter to your satisfaction, after this process you may have the right (subject to eligibility) to refer your complaint to the Financial Ombudsman Service; the address is:
The Financial Ombudsman Service Exchange Tower London E14 9SR
Telephone: 0800 0234 567 (from landline)
Telephone: 0300 123 9 123 (from mobile)
Email: complaint.info@financial-ombudsman.org.uk
Whether or not you make a complaint to us and/or refer your complaint to the Financial Ombudsman Service, your statutory right to take legal action will not be affected.
Regulation and Compensation
Your insurers are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
Devitt Insurance Services Limited is authorised and regulated by the Financial Conduct Authority.
You can check this on the Financial Services Register by visiting the FCA’s website www.fca.gov.uk/register/ or by contacting the FCA on 0800 111 6768.
Under the Financial Services Compensation Scheme (FSCS), should a company be unable to meet all its liabilities to policyholders, compensation may be available.
Information can be obtained on request, or by visiting the Financial Services Compensation Scheme website at www.fscs.org.uk or by writing to the Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU.