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Got it

Admiral Van is arranged and administered by Able Insurance Services Ltd (Ellipse, Ground Floor, Padley Road, Swansea SA1 8AN), trading as Admiral Van, which is authorised and regulated by the Financial Conduct Authority and is part of the Admiral Group plc.

Complaints information

At Admiral Van, 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

Make a complaint

Telephone 0333 222 6721

Email quality@admiralvan.co.uk

Address:
The Quality Executive
Admiral Van
Ellipse Ground Floor
Padley Road
Swansea
SA1 8AN

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).

Tel: 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.

Complaint performance results

As an FCA registered company we publish data on our complaints record.

Firm name: Able Insurance Services Ltd
Group: Admiral Group Plc
Other firms included in this report (if any): n/a
Period covered in this report: 1st January 2017 to 30th June 2017
Brands/trading names covered: Gladiator, Admiral Van

View Insurance and pure protection data

View Credit related data

Number of complaints opened by volume of business

Number of complaints opened per 1,000 policies in force (at reporting end date)

3.98

Number of complaints opened

542

Number of complaints closed

546

Percentage closed within 3 days

58.24%

Percentage closed after 3 days but within 8 weeks

41.76%

Percentage upheld

19.78%

Main cause of complaints opened

Dispute over sums/charges

Number of complaints opened by volume of business

Number of complaints opened per 1,000 policies in force (at reporting end date)

0.78

Number of complaints opened

29

Number of complaints closed

29

Percentage closed within 3 days

N/A

Percentage closed after 3 days but within 8 weeks

N/A

Percentage upheld

17.24%

Main cause of complaints opened

N/A