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 ool.

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.

Make a complaint about a policy

Telephone

0330 333 5888

Email
quality@elephant.co.uk

If you prefer to write to us:
Quality Manager Elephant
Ty Admiral
David Street
Cardiff CF10 2AA

Fax

0330 333 5886

Make a complaint about a claim

Telephone

0330 333 5887

Email
claimsquality@admiralgroup.co.uk

If you prefer to write to us:
Claims Quality Manager Elephant
Claims Department
Ty Admiral
David Street
Cardiff CF10 2AA

Fax

0333 222 5770

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.

Complaint performance results

Firm name: EUI Limited
Group: Admiral Group Plc
Other firms included in this report (if any): n/a
Period covered in this report: 01/01/2016 - 30/06/2016
Brands/trading names covered: Admiral, Bell, Diamond & elephant.co.uk

General insurance and pure protection

 

Number of complaints opened

Number of complaints closed

Complaints closed within 8 weeks

Closed complaints upheld by firm

01/01/2016 to 30/06/2016

11,566

11,298

93.06%

42.02%

Number of complaints opened/closed per 1,000 vehicles/homes

 

Number of complaints opened

Number of complaints closed

Complaints closed within 8 weeks

Closed complaints upheld by firm

01/07/15 to 31/12/15

2.73

2.75

91.70%

42.54%

01/01/15 to 30/06/15

2.98

2.87

94.69%

44.18%

01/07/14 to 31/12/14

3.10

3.12

95.61%

41.88%

01/01/14 to 30/06/14

3.49

3.49

96.32%

48.56%

01/07/13 to 31/12/13

3.52

3.51

96.16%

50.39%

 
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