Our Guide to Handling your Complaint

How will my 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 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. Choose one of the options below to find the correct contact information.

Make a complaint about a policy


Make a complaint about a claim


Make a complaint about a loan

How soon will we deal with your 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 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:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Tel: 08000 234 567
Free for people phoning from a "fixed line" (for example, a landline at home).

Or: 0300 123 9 123
Free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02.

Email: complaint.info@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 at www.financial-ombudsman.org.uk

Online Dispute Resolution service

If you bought one of our products online, you can also refer your complaint to the European Online Dispute Resolution platform. This service passes on your details to the most appropriate dispute resolution service for the product you’ve bought. For insurance products this is likely to be the Financial Ombudsman Service.

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 included in this report (if any): n/a
Period covered in this report: 1st January 2018 to 30th June 2018
Brands/trading names covered: Admiral, Bell, Diamond, Elephant & Gladiator

View Insurance and pure protection data

View Credit related data

Number of complaints opened per 1000 policies in force (at reporting period end date)

3.67

Number of complaints opened

37,079

Number of complaints closed

34,507

Percentage closed within 3 days

56.43%

Percentage closed after 3 days but within 8 weeks

38.82%

Percentage upheld

47.53%

Main cause of complaints opened

Errors / not following instructions

Number of complaints opened per 1000 direct debit policies / loans in force (at reporting period end date)

1.44

Number of complaints opened

1,523

Number of complaints closed

1,434

Percentage closed within 3 days

N/A

Percentage closed after 3 days but within 8 weeks

N/A

Percentage upheld

25.80%

Main cause of complaints opened

N/A