Logging a complaint

Everyone at Debenhams Car Insurance is committed to providing you with excellent customer service, but we accept that occasionally things go wrong. We take all complaints seriously and have a commitment across our business to treat all customers fairly. Where we have made a mistake, we want to put things right quickly so we welcome your feedback.

How do you log a complaint?

By Telephone

Call and speak to one of our experienced complaints handlers in the Complaints Team on 0344 776 5725. Please have to hand your client reference number, we will also require your name, address and contact number.

The Customer Journey Team opening hours are:
Monday – Friday 9:00am until 5:30pm

However any member of staff will be happy to help you outside of these hours – the call centre opening hours are:
Monday – Thursday 9:00am until 8:00pm
Friday 9:00am until 7:00pm
Saturday 9:00am until 4:00pm
Bank holidays 10:00am until 4:00pm

By Letter

If you prefer to put your concerns in a letter, please write to:

The Complaints Department
Debenhams Car Insurance
Lysander House,
Catbrain Lane,
Bristol BS10 7TQ

In order for us to deal with your complaint as quickly as possible please include the following information in your letter.

  • A brief overview of your issue
  • What you would like us to do to resolve it
  • Your name and address
  • A daytime telephone number and the best time to call you
  • Your client reference number or policy number – these details can be found on your policy documents

We need this information to help us understand what went wrong for you and to enable us to investigate your concerns with the appropriate people.

The Customer Journey Team opening hours are:
Monday – Friday 9:00am until 5:30pm

However any member of staff will be happy to help you outside of these hours – the call centre opening hours are:
Monday – Thursday 9:00am until 8:00pm
Friday 9:00am until 7:00pm
Saturday 9:00am until 4:00pm
Bank holidays 10:00am until 4:00pm

Our promise to you

We will:

  • Acknowledge all complaints promptly.
  • Keep you informed of progress.
  • Use the information from your complaint to proactively improve our service in the future.
  • Do everything possible to resolve your complaint.
  • Investigate quickly and thoroughly.

Our complaints handling procedure

At Debenhams Car Insurance we try our best to resolve every complaint to the highest standard. However, should you still have concerns you may be entitled to refer it to the Financial Ombudsman Service. Please address your complaint in writing to:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London E14 9SR

Tel: 0800 023 4567 (from a landline) or 0300 123 9 123 (from a mobile)

Email: [email protected]

Website: www.financial-ombudsman.org.uk

We are also required to inform you that you can use the European Commission’s Online Dispute Resolution platform to provide details of your complaint, if you purchased your policy online. The complaint will then be forwarded to the Financial Ombudsman Service however this may be a slower route for handling your complaint than if you contact the Financial Ombudsman Service directly.

Terms & Conditions

*After an accident covered by your policy, providing your car is being repaired by an approved repairer, we will provide you with a courtesy car while the repairs are being carried out (subject to availability, and terms and conditions apply). The courtesy car applies to comprehensive cover for accidental damage claims and Third Party, Fire and Theft for fire and theft claims where damage is repairable

Debenhams Retail Limited is an Appointed Representative of Somerset Bridge Insurance Services Limited who are authorised and regulated by the Financial Conduct Authority. No 477112. Somerset Bridge Insurance Services Ltd is registered in England and Wales No. 06334001. Registered office Lysander House, Catbrain Lane, Cribbs Causeway, Bristol, BS10 7TQ.

Geoff Rowley and Alastair Massey of FRP Advisory were appointed Joint Administrators of Debenhams Retail Limited and Debenhams Properties Limited ("the Companies") on 09 April 2020. The affairs, business and property of the Companies are being managed by the Joint Administrators. The Joint Administrators act as agents of the Companies and without personal liability. The Joint Administrators can be contacted at [email protected]; [email protected] or [email protected]

T&Cs apply, please visit: http://finance.debenhams.com/insurance/home-insurance/

T&Cs apply, please visit: http://finance.debenhams.com/insurance/life-insurance/

Somerset Bridge Insurance Services are committed to providing all our customers with great cover so we will be rebranding your existing policy to our Vavista brand. We can assure you that your cover remains unaffected so your renewal date will remain the same and you can still service your policy in the same ways.

We appreciate you may have some questions which should be covered by the FAQs below, but if not please get in touch with us.

Don’t just take our word for it

feefo comments

Extremely helpful, courteous and diligent.

Charlene

Extremely pleased with quote, all went through with no problems, would recommend to others.

Sarah

Good customer service. Offered the lowest rate of car insurance.

Ama