How we take care of complaints
How will your pet complaint be handled?
If you need to make a complaint, we want the process to be as straightforward as possible, our aim is to:
- Make it simple for you to tell us about your complaint
- Conduct a full investigation
- Give your complaint careful consideration
- Provide you with a full account of our actions
- Ensure you're happy we've handled your complaint fairly
How to make a pet complaint?
Making a complaint can be stressful which is why we give you the option to complain in the way which suits you best.
You can make your complaint over the phone, by email or in a letter.
How soon will we deal with your pet complaint?
You'll hear back from us within five days of us receiving your complaint. In some cases this will be in the form of an acknowledgement letter but in others it may be a full reply.
If you receive an acknowledgment letter it will tell you:
- Who's dealing with your complaint
- When we'll contact you again.
Once you receive this your complaint will be investigated fully and we will write to you with our findings.
In complex cases we may need to spend a little longer investigating but we will keep you up to date with our progress. In all cases we'll respond to your complaint within eight weeks in line with the deadline set by the Financial Conduct Authority.
If you're unhappy with the way we're handling your pet complaint?
All our complaint handlers are trained and monitored to ensure they deliver professional service consistently. If you're unhappy with the way your complaint is handled, you can ask for it to be reviewed at a higher level.
The Financial Ombudsman Service
We try to resolve all complaints internally. However, if you're still unhappy with our response to your complaint, or if we've not resolved it eight weeks after you first told us about it, you have the right to refer your complaint to the Financial Ombudsman Service.
If you want the Financial Ombudsman Service to look into your complaint, you must refer it to them within six months of the date of our final response to you. You can contact them at:
Post
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 (free from mobile phones and landlines) 0300 123 9123 (costs no more than calls to 01 or 02 numbers)
Email: complaint.info@financial-ombudsman.org.uk
Website: financial-ombudsman.org.uk
The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. For further information you can visit their website.
Download this guide as a PDF:
Complaint performance results
As an FCA registered company we publish data on our complaints record.
Firm name
EUI Limited
Group
Admiral Group Plc
Other firms in this report (if any)
Admiral Insurance Company Limited & Admiral Insurance Gibraltar Limited
Period covered in this report
1st July 2023 to 31st December 2023
Brands/trading names covered
Admiral, Bell, Diamond, Elephant, Gladiator & Ford Insure
| Number of complaints opened per 1000 policies in force (at reporting period end date) | |
|---|---|
| Number of complaints opened per 1000 policies in force (at reporting period end date) | 4.42 |
| Number of complaints opened | |
| Number of complaints opened | 63,419 |
| Number of complaints closed | |
| Number of complaints closed | 64,676 |
| Percentage closed within 3 days | |
| Percentage closed within 3 days | 53% |
| Percentage closed after 3 days but within 8 weeks | |
| Percentage closed after 3 days but within 8 weeks | 42% |
| Percentage upheld | |
| Percentage upheld | 65% |
| Main cause of complaints opened | |
| Main cause of complaints opened | General admin/customer service- Errors/not following instructions |
| Number of complaints opened per 1000 direct debit policies / loans in force (at reporting period end date) | |
|---|---|
| Number of complaints opened per 1000 direct debit policies / loans in force (at reporting period end date) | 0.84 |
| Number of complaints opened | |
| Number of complaints opened | 1,924 |
| Number of complaints closed | |
| Number of complaints closed | 1,926 |
| Percentage closed within 3 days | |
| Percentage closed within 3 days | N/A |
| Percentage closed after 3 days but within 8 weeks | |
| Percentage closed after 3 days but within 8 weeks | N/A |
| Percentage upheld | |
| Percentage upheld | 50% |
| Main cause of complaints opened | |
| Main cause of complaints opened | N/A |
Make a complaint about another product
To help you manage your existing MORE THAN motor insurance policy, we will transfer you to RSA (Royal & Sun Alliance Insurance Ltd) who are continuing to administer your existing policy. Here you will be able to find the MORE THAN support you need.
To help you manage your existing MORE THAN home insurance policy, we will transfer you to RSA (Royal & Sun Alliance Insurance Ltd) who are continuing to administer your existing policy. Here you will be able to find the MORE THAN support you need.
To help you manage your existing MORE THAN travel insurance policy, we will transfer you to RSA (Royal & Sun Alliance Insurance Ltd) who are continuing to administer your existing policy. Here you will be able to find the MORE THAN support you need.
To help you manage your existing MORE THAN insurance policy, we will transfer you to RSA (Royal & Sun Alliance Insurance Ltd) who are continuing to administer your existing policy. Here you will be able to find the MORE THAN support you need.