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Complaint Performance
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
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.
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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