Financial services customers

Credit card contact information

Service Contact Customer Service Opening Times
Card Enquiries For general enquiries please see:
https://portal.newdaycards.com/debenhams/help/faqs

You can send us a message online by logging into your Online Account Manager.

If you are not registered for our online services, you can do so here.

If you wish to speak to our card customer services team please see your statement for contact details.
9am to 7pm Monday to Friday
9am to 5pm Saturday
10am to 4pm Sunday
Credit card complaints Using any of the methods shown above or write to us at:
Customer Services Department
NewDay Ltd
PO BOX 700
Leeds, LS99 2BD

If we do not resolve a credit card complaint internally to your satisfaction, you can refer it to:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR.
Telephone 0800 023 4 567.
E-mail: complaint.info@financial-ombudsman.org.uk
Website: https://www.financial-ombudsman.org.uk/

If you applied for your Debenhams Credit Card online, you can also contact the Financial Ombudsman Service via an Online Dispute Resolution (ODR) platform that has been created by the European Commission. The ODR platform will forward your complaint to the Financial Ombudsman Service. For more information about ODR please visit the European Commission website.

NewDay Ltd is a member of the Finance and Leasing Association (FLA) and is bound by their Lending Code. Copies of the FLA’s Lending Code can be obtained from https://www.fla.org.uk/. NewDay Ltd also subscribes to the Standards of Lending Practice which are independently monitored by the Lending Standards Board. For further information, or to see a full copy of the Standards of Lending Practice, please visit https://www.lendingstandardsboard.org.uk/.

NewDay Ltd issue and operate both Mastercards and retailer store cards. Card Services contact address: Credit Card Services, NewDay Ltd, PO Box 700, Leeds, LS99 2BD.

Credit is provided by NewDay Ltd, a company registered in England and Wales with registered number 7297722, registered office: 7 Handyside Street, London, N1C 4DA. NewDay Ltd is authorised and regulated by the Financial Conduct Authority with number 690292 and is also authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 (Ref no: 555318) for the provision of payment services.

NewDay Ltd is registered with the Office of the Information Commissioner – Data Protection Register Entry Number Z272680X. VAT Registration Number 100 1745 76.

If you’d like to find out more, please visit newday.co.uk

Travel Money Prepaid Card

For any queries please contact the provider on: 020 7118 1130

Department Stores Realisations Limited t/a Debenhams Prepaid Travel Money cards are administered by Prepaid Technologies Limited. Prepaid Technologies Limited are authorised and regulated by the Financial Conduct Authority (Firm Reference Number 900010).

Insurance contact information

Car, home & life insurance

Department Stores Realisations Limited t/a Debenhams car, home and life policies are provided by Somerset Bridge Insurance Services who will continue to administer existing policies.

Somerset Bridge Insurance Services are committed to providing all their customers with great cover and will be rebranding Debenhams policies to their Vavista brand. Somerset Bridge Insurance Services would like to assure all customers that their cover remains the same, renewal dates will be unchanged, and policies can still be serviced in the same ways.

For more policyholder information please visit https://vavista.com/. Somerset Bridge Insurance Services Ltd is authorised and regulated by the Financial Conduct Authority (Firm Reference Number 477112). Registered in England and Wales (No. 6334001). Registered office: Lysander House, Catbrain Lane, Cribbs Causeway, Bristol, BS10 7TQ. Vavista is a trading name of Somerset Bridge Insurance Services Limited.

Service Contact Phone opening hours
Car Insurance Customer Service Phone: 0344 776 8382
Email: enquiry@vavista.com
Mon – Fri: 9am – 7pm
Sat: 9am – 6pm
Sun: Closed
Home Insurance Customer Service Phone: 0344 776 5324
Email: talk2ushome@vavista.com
Mon – Fri: 9am – 5.30pm
Life Insurance Customer Service Phone: 0344 776 5743
Email: lifeenquiries@vavista.com
Mon – Fri: 9am – 5.30pm

Travel insurance

Department Stores Realisations Limited t/a Debenhams Travel Insurance is arranged and administered by Rock Insurance Services Limited. Rock Insurance Services Limited are authorised and regulated by the Financial Conduct Authority (Firm Reference Number 300317). Terms and conditions apply.

Service Contact Phone opening hours
Travel Insurance Enquiries Phone: 0343 658 0371 8.30am to 6pm Monday to Friday
9am to 5pm Saturday
Travel Insurance Claims Phone: 0208 103 8250
or visit:www.policyholderclaims.co.uk
8am to 9pm Monday to Sunday
Travel Insurance Medical Assistance Phone: 0208 103 8249

Pet insurance

Department Stores Realisations Limited t/a Debenhams Pet Insurance is provided by Insurance Factory Limited. Insurance Factory Limited will continue to administer existing policies and will be rebranding Debenhams policies to their Purely Pets brand.
Purely Pets is a trading name of Insurance Factory Limited. Please be assured that the only change you will see is our trading name switching from “Debenhams Personal Finance” to “Purely Pets”. Your policy cover is unaffected.
Insurance Factory is authorised and regulated by the Financial Conduct Authority (No. 306164). Registered in England and Wales Number 02982445.

Service Contact Phone opening hours
Pet Insurance Enquiries Phone: 0333 234 0580 Mon – Fri: 8am – 8pm
Sat: 9am - 2pm
Pet Insurance Claims Phone: 0333 234 0618 Mon – Fri: 9am – 8pm
Sat: 9am - 2pm

Gadget insurance

Effective on 1st March 2021 Department Stores Realisations Limited t/a Debenhams will no longer be offering gadget insurance policies. This insurance continues to be arranged and administered by Taurus Insurance Services Limited, and you will continue to receive the great levels of service you expect.

Policy holders that pay their premiums on a monthly basis have already been notified of a change of insurer and provided with a Key Changes document, a copy of which can be located in your customer zone.

If your current policy renews on an annual basis, you will be advised of any changes to your policy terms at the time you receive your renewal notification. If you have any questions, wish to make a claim or want to add cover for a new device you can do so by contacting us.

Taurus Insurance Services Limited is an insurance intermediary registered with the Financial Conduct Authority in the UK under registration number 444830 and licenced and authorised in Gibraltar by the Financial Services Commission under Permission Number 5566 and authorised to passport general insurance intermediary services into the UK.

Service Contact Phone opening hours
Gadget Insurance Enquiries Phone: 0330 880 1733
Email: gadget.sales@debenhamsgadgetinsurance.com
Mon – Fri: 8am – 5.30pm
Gadget Insurance Claims Phone: 0330 880 1743
Email: gadget.claims@debenhamsgadgetinsurance.com
Mon – Fri: 9am – 5.30pm

Wedding insurance

Department Stores Realisations Limited t/a Debenhams wedding policies and Debenhams Asian Wedding policies are provided by UK General Insurance Ltd who will continue to administer existing policies.

UK General Insurance Ltd would like to assure all customers that their cover remains the same. For more policyholder information please visit http://debenhamsweddinginsurance.ukgeneral.co.uk/

This insurance is underwritten by UK General Insurance Ltd on behalf of Great Lakes Insurance SE. Great Lakes Insurance SE is a German insurance company with its headquarters at Königinstrasse 107, 80802 Munich. UK Branch office: Plantation Place, 30 Fenchurch Street, London EC3M 3AJ.

UK General Insurance Limited is authorised and regulated by the Financial Conduct Authority. Great Lakes Insurance SE, UK Branch, is authorised by Bundesanstalt für Finanzdienstleistungsaufsicht and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of their regulation by the Financial Conduct Authority and Prudential Regulation Authority are available on request.

Service Contact Phone opening hours
Wedding insurance customer service Phone: 0800 440 2430
Email: debenhamswedding@ukgeneral.co.uk
8am to 8pm Mon-Fri
9am-1pm Sat-Sun
Closed Bank Holidays

Geoff Rowley and Alastair Massey of FRP Advisory were appointed Joint Administrators of Department Stores Realisations Limited t/a Debenhams and Department Stores Realisations (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 Case-debenhamssuppliers@frpadvisory.com