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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 January 2023 to 30th June 2023
Brands/trading names covered: Admiral, Bell, Diamond, Elephant, Gladiator, Ford Insure & AA 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.

View Insurance and pure protection data

View Credit related data

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

4.07

Number of complaints opened

54,918

Number of complaints closed

59,432

Percentage closed within 3 days

50%

Percentage closed after 3 days but within 8 weeks

42%

Percentage upheld

68%

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)

0.68

Number of complaints opened

1,465

Number of complaints closed

1,526

Percentage closed within 3 days

N/A

Percentage closed after 3 days but within 8 weeks

N/A

Percentage upheld

52%

Main cause of complaints opened

N/A

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