Let us know about the problem
Any concerns or problems that matter to you matter to us. We've made it quick and easy to tell us what's gone wrong and how we can put it right.
Just let us know:
- Your personal details
- Your policy or claim details
- What the problem is
- What would turn the problem into progress
What happens next
We'll always do everything we can to resolve your problem quickly and with as little fuss as possible.
Some issues may meet the definition of a complaint under guidelines set out by our regulator, the Financial Conduct Authority (FCA).
If your problem meets this definition and we can't resolve it quickly, we'll follow an FCA-approved process to make sure it gets the attention it deserves.
We'll:
- acknowledge your complaint promptly
- assign a dedicated complaint expert to review it
- carry out a thorough and impartial investigation
- keep you updated on the progress of the investigation
- do everything we can to resolve matters as quickly as possible
- provide a written response within 8 weeks of receiving your complaint, setting out the results of our investigation or, if we're unable to do so, explaining why.
Our goal is always to resolve the issue for you. If you're not satisfied with our investigation, or if you have additional information that could help clarify matters, we're happy to review our response.
If you're still not happy
You can also reach out to either the Financial or Pensions Ombudsman Service, depending on the nature of your complaint.
The Financial Ombudsman Service
If we haven't been able to resolve your complaint within 8 weeks, you have the right to ask the Financial Ombudsman Service to review it.
The Financial Ombudsman Service is a free and impartial organisation. While we're legally bound accept its decisions, contacting the service won't affect your legal rights.
Find out more about how the Financial Ombudsman Service works.
Get in touch with the Financial Ombudsman Service
By telephone
By post
The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Online
The Pensions Ombudsman Service
The Pensions Ombudsman Service is a free and impartial service that deals with disputes and complaints about how your pension scheme has been managed, whether that’s a personal pension or through a workplace scheme.
You’ll need to get in touch with them within three years of the issue occurring or within three years of when you first became aware of the issue. They can extend these time limits, but it’s always safer to be as prompt as possible.
Find out more about how the Pension Ombudsman Service works.
Get in touch with the Pension Ombudsman Service
By telephone
By post
The Pension Ombudsman Service
10 South Colonnade, Canary Wharf
London, E14 4PU
By email
Our complaints data
We're committed to being open about how we handle complaints.
That's why we report how many complaints we receive and how quickly we resolve them. The data is grouped into five categories for you to explore.
General Insurance complaints data
This covers complaints about our motor, home and travel insurance products, plus others.
Life and pensions complaints data
Take a look at complaints data relating to our life insurance and pension products.
Health complaints data
Here you can find the complaints data relating to our health products.
Digital complaints data
Find out about the complaints we've received relating to the sales and marketing activity of Aviva UK Digital.