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          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

          If you need to make a complaint

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

          • Make it easy for you to tell us about your complaint
          • Carry out a full investigation
          • Give your complaint our careful attention
          • Provide a thorough account of our actions
          • Make sure you are happy we have handled your complaint fairly

          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

          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

          Make a complaint about a claim

          Give us a call

          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

          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:

          • Who is dealing with your complaint
          • When we will contact you again

          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): n/a
          Period covered in this report: 1st Jan 2020 to 30th Jun 2020
          Brands/trading names covered: Admiral, Bell, Diamond, Elephant, Gladiator, Veygo, Ford Insure & AA Insure

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

          2.50

          Number of complaints opened

          26,453

          Number of complaints closed

          26,555

          Percentage closed within 3 days

          48%

          Percentage closed after 3 days but within 8 weeks

          49%

          Percentage upheld

          48%

          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)

          0.56

          Number of complaints opened

          1,052

          Number of complaints closed

          1,055

          Percentage closed within 3 days

          N/A

          Percentage closed after 3 days but within 8 weeks

          N/A

          Percentage upheld

          40%

          Main cause of complaints opened

          N/A

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