Experience a swift, fair, and stress-free resolution process with ProMediate’s expert mediation services, designed specifically for third-party and non-customer disputes involving Admiral/EUI.

Admiral / EUI – Third Party Complaints (Non-Customers)

Resolve Your Complaint Through Independent Mediation

Thank you for considering ProMediate’s independent ADR and mediation service in relation to your complaint involving Admiral / EUI.

We aim to help parties resolve disputes quickly, fairly and proportionately without the cost, stress and delay often associated with court proceedings.

Please note: this service is intended for third parties and non-customers of Admiral / EUI. Admiral policyholders and customers may instead have the right to refer complaints to the Financial Ombudsman Service.

Making a Complaint

To assist us, please provide:

• your vehicle registration number;
• the relevant claim or reference number;
• details of your complaint;
• copies of any relevant correspondence or documents; and
• the outcome you are seeking.

You can submit your complaint online using the form below:

[INSERT LINK]

Once we receive your complaint, we will:

• obtain Admiral/EUI’s response;
• review the relevant documentation;
• communicate with both parties by telephone and/or email;
• seek to negotiate a resolution; and
• where appropriate, provide a non-binding recommendation or evaluation.

We will keep you updated throughout the process.

There is no charge to consumers for using this service in Admiral / EUI matters.

The ADR and Mediation Process

The process generally begins once Admiral/EUI has issued its final response.

Our aim is to resolve disputes promptly and proportionately, typically within approximately 28 days where possible.

The process is:

• confidential;
• voluntary;
• independent; and
• without prejudice.

You may seek independent advice at any stage and either party may withdraw from the process at any time.

If a settlement is reached, it will usually become binding upon the parties once agreed.

Where matters do not resolve, ProMediate may provide a non-binding neutral evaluation or recommendation to assist the parties further.

Our Terms and Conditions can be found here:

[INSERT TERMS LINK]

Who We Are

ProMediate is an independent dispute resolution provider and mediation organisation.

We have extensive experience resolving disputes involving insurers, accident management companies, traders and consumers.

We are independent of both Admiral/EUI and the complainant. We do not act for either party.

Historically, ProMediate has operated as a CTSI-certified ADR provider under the ADR Regulations 2015.

How We Work

Our role is not to impose a court judgment or formal ombudsman determination. Instead, we act as an independent mediator and dispute resolution provider seeking to facilitate constructive resolution between the parties.

Typically, we:

• review the available documentation;
• identify the key issues in dispute;
• communicate with both parties separately;
• explore possible settlement options;
• assist negotiations; and
• where appropriate, provide an independent view or recommendation.

Many disputes are resolved through discussion and clarification of misunderstandings, evidence or expectations without the need for court proceedings.

Telephone and remote mediations can also be arranged where appropriate.

Independence and Transparency

We are impartial and independent.

We do receive payment from Admiral/EUI or associated organisations for administering disputes. However, this does not affect our independence or neutrality.

Consumers are not charged for using this service.

We believe in transparency regarding how ADR services operate and are therefore open about the funding arrangements for the scheme.

Data Protection and Confidentiality

In order to assist resolution of disputes, it is necessary for information and documentation to be shared between the parties and ProMediate.

We handle all information confidentially and in accordance with applicable data protection requirements.

Our privacy and data protection policies can be found here:

[INSERT PRIVACY LINK]

Unless ongoing proceedings require otherwise, dispute records are generally deleted after a reasonable retention period.

Customer Service

We take customer service extremely seriously and welcome feedback regarding our service.

If you have any questions about the process or require assistance, please do not hesitate to contact us.

We encourage parties to provide feedback regarding their experience of using the service