Admiral Casino Complaints
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How will my complaint be handled?
If you need to make a complaint, we want the process to be as straightforward as possible, our aim is to:
- Make it simple for you to tell us about your complaint
- Conduct a full investigation
- Give your complaint careful consideration
- Provide you with a full account of our actions
- Ensure you're happy we've handled your complaint fairly.
How to make a complaint
Making a complaint can be stressful which is why we give you the option to complain in the way which suits you best.
You can make your complaint over the phone, by email or in a letter. Choose one of the options below to find the correct contact information.
Make a complaint about a policy
Telephone
To put you in touch with the right team, please select from the products below:
Post
Complaint Manager
Admiral0003Ty Admiral
David Street
Cardiff
CF10 2AA
Fax
Make a complaint about a claim
Telephone
Admiral Casino Reviews
If you prefer to write to us:
Claims Quality Manager Admiral
Claims Department
Ty Admiral
David Street
Cardiff CF10 2AA
Fax
0330 222 5770
Make a complaint about a loan
Telephone
Email
loansquality@admiralgroup.co.uk
If you prefer to write to us:
Quality Manager Admiral
Admiral Loans
Ty Admiral
David Street
Cardiff CF10 2AA
How soon will we deal with your complaint?
You'll hear back from us within five days of us receiving your complaint. In some cases this will be in the form of an acknowledgement letter but in others it may be a full reply.
If you receive an acknowledgment letter it will tell you:
- Who's dealing with your complaint
- When we'll contact you again.
Once you receive this your complaint will be investigated fully and we will write to you with our findings.
In complex cases we may need to spend a little longer investigating but we will keep you up to date with our progress. In all cases we'll respond to your complaint within eight weeks in line with the deadline set by the Financial Conduct Authority.
If you're unhappy with the way we're handling your complaint
All our complaint handlers are trained and monitored to ensure they deliver professional service consistently. If you're unhappy with the way your complaint is handled, you can ask for it to be reviewed at a higher level.
The Financial Ombudsman Service
We try to resolve all complaints internally. However, if you're still unhappy with our response to your complaint, or if we've not resolved it eight 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 six 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 passes 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.
Firm name: EUI Limited0003
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
Insurance and pure protection data
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 |
Credit related data
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 |
Motor
0333 220 2000- Monday to Friday: 8am - 6pm
- Saturday: 9am - 5pm
- Sunday: 9:30am - 4pm
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
Home
Admiral Casino Complaints California
0333 220 2003- Monday to Friday: 8am - 6pm
- Saturday: 9am - 5pm
- Sunday: 9:30am - 4pm
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
Travel
0333 234 9913- Monday to Friday: 9am - 6pm
- Saturday: Closed
- Sunday: Closed
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
Other
0330 333 5888- Monday to Friday: 9am - 6pm
- Saturday: Closed
- Sunday: Closed
Casino Club Admiral
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.