PLEASE HAVE READY:
- Policy Number
- Police Crime Number (if necessary)
- Your full name and address details
- Details of any third parties involved
- Details of accident
- Witness information (if applicable)
PLEASE HAVE READY:
If you’ve had a quote over the phone and would now like to accept the policy please call us on 0808 178 7094.
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.
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.
If you wish to ring us please use the telephone numbers below and give us details of your complaint:
|Before purchase||After purchase|
|Devitt Motorcycle Insurance||0345 504 0392||0345 300 4870|
|Devitt Private Car Insurance||0345 504 0362||0345 246 4046|
|Devitt Home Insurance||0345 504 0363||0345 300 4496|
|Devitt Commercial Vehicle Insurance||0345 872 3581||0345 300 6182|
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
Alternatively, if you wish to email us with details of your complaint, please click Contact us and submit your complaint via email from there.
If you remain unhappy with the outcome of your complaint or it is eight weeks since you raised your complaint (whichever is sooner), you may either refer your complaint to the Managing Director of Devitt Insurance Services Ltd at the same address or to the Financial Ombudsman Service (FOS) at: Financial Ombudsman Service Exchange Tower London E14 9SR Telephone: 0800 023 4567 (free from landlines) or 0300 123 9123 (free from most mobile phones) Or simply log on to their website at www.financial-ombudsman.org.uk Whilst we are bound by the decisions of the FOS, you are not. Following the complaints procedure does not affect your right to take legal action. If your complaint is about your insurer (as shown on the policy schedule) Devitt will advise you how to contact them.
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.
The table below shows details about the complaints we have received in the 6 month period between 1 July 2016 and 31 December 2016 relating to our insurance services and consumer credit:
|Complaints Received||Live Policy Count||Complaints Percentage of Policy Count|
|Category||Complaints Opened||Complaints Closed||Complaints Closed within 8 weeks||Complaints Upheld by Firm|
|Cases Referred to FOS||Complaints Upheld by FOS|
Procedures, Regulation and Compensation v6, 23 March 2015