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: complaint.info@financial-ombudsman.org.uk

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.

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

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

Frequently Asked Questions

Can I take out immediate cover?

Yes, getting insured is easy. You can buy online or over the phone by calling 0344 840 6340.

Can I pay by instalments?

Yes, instalments are available to help you spread the cost. The interest payable when spreading the cost is provided upon completion of the quote.

Do you provide a courtesy car if I have an accident?

After an accident covered by your policy (as long as 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.

Who provides Debenhams car insurance?

Debenhams Retail Limited is an Appointed Representative of Somerset Bridge Insurance Services Limited who are regulated by the Financial Conduct Authority. Policies are underwritten by a panel of insurers.

How do I get a quote?

Simply call 0344 840 6340 or Click here to be taken on the quote journey.

How do I make a claim?

In the event of a claim, please use the online form or call our 24-hour claim service on 0344 840 9506. All incidents should be reported within 48 hours, even if you are not claiming.

Can I drive abroad on my policy?

As long as you are a UK resident and the vehicle is registered in the UK, your policy will automatically cover you to drive in any countries that are members of the European Union. The minimum level of insurance required (usually third party only) will be provided. This will entitle you to travel within the territorial limits for up to 90 days for social domestic and pleasure purposes only. It’s important you check your terms of business before travelling.

Can I change my vehicle and keep the same insurance policy?

As long as the vehicle is acceptable to your current insurer you won’t need a new policy. However, you may have to pay extra to make the change. To change your vehicle or make any other amendments to your policy, please call our Customer Service Team on 0344 840 6305. If you bought your policy before 9 December 2014, please call 0845 504 5149.

Do I need to provide proof of my no claims bonus?

Yes, you need to send this to us within 14 days of your new policy starting. You can email scanned copies or photos of them to documents@debenhamscarinsurance.co.uk. Or, if you prefer, you can post copies to Debenhams Car Insurance, Lysander House, Catbrain Lane, Bristol BS10 7TQ. If you are having difficulties getting hold of proof let us know. We may be able to help you find it by contacting your previous insurer.

Why do I need to send you a copy of my Driving Licence?

To ensure all your details are accurate, we need you to provide us with a copy of the Driving Licence Summary from the DVLA website for you and all drivers named on the policy. You can email scanned copies or photos of them to documents@debenhamscarinsurance.co.uk. Or you can post copies to Debenhams Car Insurance, Lysander House, Catbrain Lane, Bristol BS10 7TQ.

What do I do if I breakdown?

If your breakdown cover is with the RAC, please call: 0330 159 0453 If you are unsure who your breakdown provider is, please call our Customer Service team on: 0344 840 6305

Where can I see your terms of business?

You can read our Terms of Business here.

What is a Green Card?

Green Cards are an international certificate of insurance issued by insurance providers in the UK, guaranteeing that the motorist has the necessary third-party motor insurance cover for driving in the country being travelled to.

Do I need a green card?

From December 31st 2020 if we leave the EU without a deal, all UK motorists who are planning to drive in the European Economic Area (EEA) and some other countries (Andorra, Serbia and Switzerland) will need to request a green card in the event of a no-deal Brexit.

How do I get a green card?

Two weeks prior to travelling you will need to contact us on 0344 840 6305 to request your green card. We will issue you your card electronically via email, which you will need to print on paper. On request, we can post you a hard copy.

How long will it take?

Please give us at least two weeks’ notice prior to your travel.

Do I have to pay for a green card?

No, there is no charge for issuing you a green card.

What if I travel without a green card?

In the event of a no-deal Brexit, if you drive in European country after 31st December 2020 without a green card, you will be breaking the law. This could result in you being charged with driving without insurance which could be subject to a fine, having your vehicle seized, or prosecution.

Do I need a green card if I’m towing a trailer or caravan in the EU in the event of a no deal Brexit?

Please be aware there is new government advice that UK motorists travelling with trailers and caravans should have two Green Cards issued – one for the towing vehicle and one for the trailer/caravan.

Do I have windscreen cover? What is my excess?

If you have fully comprehensive cover, you will have windscreen cover included as standard under the main terms of your policy. If you have Third Party Fire and Theft cover, or Third Party Only cover, you will not have windscreen cover included. You can find out the levels of cover you have by logging into your online portal and reviewing your documents at debenhamscar.opencustomerportal.co.uk. Your documents also set out your windscreen excess. Your excess is payable directly to the windscreen company.

I don’t have windscreen cover included under the main policy – What other options do I have?

If you have third party fire and theft cover or third party only cover, you won’t be able to claim for windscreen damage under your main policy. You can however purchase a separate add-on policy to cover you for this. You will only be covered for damage which occurs after you have purchased the cover and won’t be able to claim for pre-existing damage. You can find out more about our add-ons here.

How do I make a claim for a damaged windscreen?

You should follow the claims procedure as set out in your insurer’s policy wording. A copy of your policy wording can be found in your online portal.

If I make a windscreen claim will my NCD be affected?

No a windscreen claim will not affect your no claims bonus, however you will need to disclose the claim to future insurers.

I have defaulted on my direct debt, how can I pay for this?

You can make any outstanding payments by logging on to your account at www.creation.co.uk and follow the online instructions. You can also call Creation directly on 02890 267617, Debenhams will not be able to collect any missed Direct Debit payments. If your payment defaults Creation will write to you, to inform you. Please be aware that you will only be able to make this payment once your direct debit shows in default. This can take up to 2 working days from when the payment is attempted. If you default a fee of £25 will be applied, if this is not paid within 7 days with Creation, we will send correspondence to you which will provide you with a further 7 days to make payment directly with Creation. Failure to make this payment within the given timeframe could result in your finance agreement being cancelled and insurance cover being withdrawn.

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