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Complaint information

At Elephant, we are committed to providing the best possible service. However we understand there may be times when we do not meet your expectations. We want all our customers to inform us if they are unhappy. We believe handling complaints is an invaluable learning tool.

Our Guide to Handling your Complaint

We aim to resolve your complaint quickly and efficiently. We want to:

How to make a complaint

We understand that making a complaint can be stressful in itself. That's why we want you to be able to complain in any way you choose. Whichever method you choose, a member of staff fully trained in complaint handling will deal with your complaint.

For your payment security, please do not include your Credit/Debit card details on any mail or email correspondence.

Make a complaint about a policy

Give us a call

0333 220 2006

Send us an email

Send an Email

If you prefer to write to us

Complaint Manager Elephant Ty Admiral David Street Cardiff CF10 2AA

Fax

0333 222 5770

Make a complaint about a claim

Give us a call

0330 333 5887

Send us an email

Send an Email

If you prefer to write to us:

Claims Quality Manager Elephant Claims Department Ty Admiral David Street Cardiff CF10 2AA

Fax

0330 333 5886

How soon will we deal with your complaint?

We will contact you initially within five working days of receiving your complaint. We will either respond with a full reply or send you an acknowledgement letter, which will tell you:

Once we have sent you an acknowledgement letter we will investigate your complaint fully and write to you with our findings. If your complaint is particularly complex, we may need to spend longer investigating it. In these cases, we will keep you up to date on our progress. In all cases we will respond to your complaint within 8 weeks, in line with the deadline set by the Financial Conduct Authority.

If you are unhappy with the way we are handling your complaint

All our complaint handlers are trained and monitored on their complaint handling skills. If at any time, you are unhappy with the way we are handling your complaint, you can ask to have it reviewed at a higher level.

The Financial Ombudsman Service

We try to resolve all complaints internally. However, if you remain unhappy with our response to your complaint, or if we have not resolved it 8 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 6 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 will pass 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.

Admiral takes complaints seriously and we encourage our front-line staff to investigate any issues, provide a satisfactory resolution, or where appropriate, escalate a complaint to our specialist team.

We’re continually learning to ensure we improve our understanding of all areas where customers may be unhappy with our products or services.

As a result of this better visibility of the cause of complaints, we’ve been able to introduce improvements in response to direct customer feedback.

Firm name: EUI Limited Group: Admiral Group Plc Other firms included in this report (if any): AICL (Admiral Insurance Company Limited) and AIGL (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

No of complaints opened per 1000 policies in force (at reporting period end date)

4.42

Number of complaints opened

63,419

Number of complaints closed

64,676

Percentage closed within 3 days

53%

Percentage closed after 3 days but within 8 weeks

42%

Percentage upheld

65%

Main cause of complaints opened

General admin/customer service- Errors/not following instructions

No of complaints opened per 1000 policies in force (at reporting period end date)

0.84

Number of complaints opened

1,924

Number of complaints closed

1,926

Percentage closed within 3 days

N/A

Percentage closed after 3 days but within 8 weeks

N/A

Percentage upheld

50%

Main cause of complaints opened

N/A

© 2024 Elephant. Tŷ Admiral, David Street, Cardiff, CF10 2EH, United Kingdom

Elephant is a trading name of EUI Limited. (Reg No: 02686904). EUI Limited is a subsidiary of Admiral Group plc and is authorised and regulated by the Financial Conduct Authority (Firm reference number: 309378). These details can be confirmed by visiting the Financial Services Register, www.fca.org.uk/register. EUI Limited acts for, and on behalf of, other regulated insurance companies. Further details may be provided on request.

Admiral Group plc is registered in England and Wales at Tŷ Admiral, David Street, Cardiff. CF10 2EH (Reg No: 03849958).