Utterly and totally unprofessional. Steer clear. After charging me for two policies for the same car eventually Admiral cancelled it and owes me over £200. I told them that the account I paid from was closed due to Covid so they are basically stealing the money. I have sent them proof that it was closed yet they are refusing to refund me the money as they say they have refunded the closed account. It is disgraceful. This was their response to me
Dear Ms Edmundson
Policy Number: P64007667
Complaint Reference: 220321048
Thank you for your response dated 28/03/2022, I am sorry you remain dissatisfied with our
services.
I can confirm a Final Decision was issued on behalf of Admiral on 23/03/2022. Within this
document I addressed the complaint points raised during your initial contact with us on
18/03/2022, which were:
• You are unhappy with our refund procedure as the refund was processed a closed bank
account.
As previously explained the refund of £259.07 was issued on the 19/02/2022 to the debit card
ending 4026. This was processed on the 18/02/2022 after you emailed to cancel the policy.
Our Accounts Department have advised for you contact the card issuer and ask to check your
closed account. ’if the payment fails for any reason, we will issue you a cheque instead’’. Our
Accounts department have also advised we are not a bank and therefore met the refund
regulations set by the Financial Conduct Authority (FCA).
I understand you have emailed our CEO to see your comments, I should explain the Complaints
Department was created to deal with all complaints on behalf of the business. As a responsible
and regulated insurer, we follow the FCA’s dispute regulations.
This means it is the businesses decision who deals and responds to these concerns. In our
case, as mentioned, we have a dedicated Complaints Department. Our complaints procedure
asks customers to address any complaint to the ‘Quality Manager’ and not to any other specific
individual.
Any correspondence addressed to our CEO is redirected to us or the original complaint handler
as per the process explained above. However, I will pass your comments on to higher
management, but our decision remains unchanged in relation to your complaint.
I am sorry this may not be the response you were hoping for, and I respect your position on
this.
Yours sincerely
FormCode: COM022 236581574/AD/P001
Jules Crook
Customer Assurance Executive
Reviewed on: 30th March 2022
