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 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.
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.
Complaints Publication Report
The table below shows details about the complaints we have received in the 6 month period between 1st January 2024 to 30th June 2024 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 | 4.91 per 1000 policies sold | 486 | 486 | 86.01% | 11.32% | 26.54% | 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 | 23 | 23 | N/A | N/A | 39.13% | ||
| Claims Management | Per 100 claims in progress and/or leads generated | ||||||||
Complaints publication report v12082024