Complaints about: Motor, Buildings, Contents, Travel, Pet, Breakdown Cover, Income Protection, Personal Accident, Mobile Phone and Legal Expenses for individuals and Vehicle and Property insurance for businesses.
|Number of complaints received||Number of complaints closed||Percentage of complaints closed in 8 weeks||Percentage of complaints upheld*|
|Banking||Not applicable||Not applicable||Not applicable||Not applicable|
|Home Finance||Not applicable||Not applicable||Not applicable||Not applicable|
|General Insurance & Pure Protection||Included in figures below||Included in figures below||Included in figures below||Included in figures below|
|Aviva Insurance Limited||13,839||14,429||89.4%||60.9%|
|Gresham Insurance Co Ltd||1,015||1,019||95.7%||62.2%|
|Decumulation, Life & Pensions||Not applicable||Not applicable||Not applicable||Not applicable|
|Investments||Not applicable||Not applicable||Not applicable||Not applicable|
* This represents the percentage of customers who we recognise had a valid complaint in full or part.
The Financial Conduct Authority ask us to report to them the percentage of complaints we close within 8 weeks. This is the information you’ll see here. Our aim at Aviva is to resolve the majority of complaints within 10 days. If we can’t, we’ll let customers know why and when you can expect to hear from us.
Details of the number of cases referred to the Financial Ombudsman Service can be found on the Financial Ombudsman website.
So, what have we done to improve our services or products?
We like to hear from our customers so that we can keep improving our service. What do you think of our information? If there's any feedback you'd like to give us then please contact us.
Aviva Insurance Ltd, Aviva International Insurance Ltd, Gresham Insurance Co Ltd, Aviva Direct insurance, Barclays, Co-Operative Financial Services, HSBC Group, Lloyds TSB, Nationwide, Post Office, Santander, Abbey Life, AMS, Beneficial Finance, Best Buy, Carphone Warehouse, Cattles, Centerpoint, Cheltenham & Gloucester, Coventry Building Society, Cumberland Building Society, CUNA, Daimler Chrysler, Danske Bank, April UK , Endeavour, Everyday Loans, First Complete, Ford, GA, GUS/Kays/Argos, HBoS, Leeds Building Society, Linkfield, Shop Direct, NAG, Nemo Personal Finance, Northern Rock, Norwich & Peterborough, Paragon, Paymentshield, Royal Bank of Scotland, Royal Liver, Royal London, Scottish Building Society, Select & Protect, Sequence UK, Skipton Building Society, Quote Me Happy, Unilever, Unity, West Bromwich Building Society