Complaint Procedure

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:

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

– 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 and submit your complaint via email from there.

What to do if you remain unhappy:

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 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.

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 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 or by writing to the Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU.

Complaints Publication Report 

The table below shows details about the complaints we have received in the 6 month period between 1st July 2023 to 31st December 2023  relating to our insurance services and consumer credit:

Number of Complaints opened by volume of business
Product/Service Grouping Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Banking and Credit Cards per 1000 accounts N/A
Home Finance per 1000 balances outstanding per 1000 sales
Insurance and pure protection per 1000 policies in force 6.38 per 1000 policies sold 490 493 77.28% 22.11% 26.37% General Admin/Customer Service
Decumulation and pensions per 1000 policies in force per 1000 policies sold
Investments per 1000 client accounts per 1000 sales or equivalent transactions
Credit Related  (Recommended only) per 1000 accounts/loans (Recommended only) per 1000 sales 41 43 N/A N/A 14%

Complaints publication report v13022024