Call fees
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
Complaints
At Gladiator, 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.
To view the correct details, please select your product.
Van
Public Liability
Our Guide to Handling your 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
If you prefer to write to us:
Quality Manager
Ty Admiral
David Street
Cardiff CF10 2AA
Fax:
0330 333 5886
Make a complaint about a claim
Telephone:
0330 333 5887
If you prefer to write to us:
Claims Quality Manager
Ty Admiral
David Street
Cardiff CF10 2AA
Fax:
0330 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
www.financial-ombudsman.org.uk
Tel: 08000 234 567
Calls to this number are now free on mobile phones and landlines.
Or: 0300 123 9123
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
Firm name: EUI Ltd
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 2024 to 30th June 2024
Brands/trading names covered: Admiral, Bell, Diamond, Elephant, Gladiator & Ford Insure
View Insurance and pure protection data
View Credit related data
Number of complaints opened per 1000 policies in force (at reporting period end date)
4.17
Number of complaints opened
66,719
Number of complaints closed
66,310
Percentage closed within 3 days
52%
Percentage closed after 3 days but within 8 weeks
45%
Percentage upheld
64%
Main cause of complaints opened
General admin/customer service- Errors/not following instructions
Number of complaints opened per 1000 policies in force (at reporting period end date)
0.85
Number of complaints opened
2,171
Number of complaints closed
2,180
Percentage closed within 3 days
N/A
Percentage closed after 3 days but within 8 weeks
N/A
Percentage upheld
49%
Main cause of complaints opened
N/A
Our Guide to Handling your 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
If you prefer to write to us:
Quality Manager
Ty Admiral
David Street
Cardiff
CF10 2AA
Or fill out our form
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) both from mobiles and landlines.
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
www.financial-ombudsman.org.uk
Tel: 08000 234 567
Calls to this number are now free on mobile phones and landlines.
Or: 0300 123 9123
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
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 2024 to 30th June 2024
Brands/trading names covered: Gladiator
View Insurance and pure protection data
View Credit related data
No of complaints opened per 1000 policies in force (at reporting period end date)
NIL
Number of complaints opened
NIL
Number of complaints closed
NIL
Percentage closed within 3 days
NIL
Percentage closed after 3 days but within 8 weeks
NIL
Percentage upheld
NIL
Main cause of complaints opened
NIL
No of complaints opened per 1000 policies in force (at reporting period end date)
NIL
Number of complaints opened
NIL
Number of complaints closed
NIL
Percentage closed within 3 days
NIL
Percentage closed after 3 days but within 8 weeks
NIL
Percentage upheld
NIL
Main cause of complaints opened
NIL