We want to give you great customer service but sometimes things do go wrong. We can usually resolve most issues straightaway, so please get in touch with your usual contact such as your broker or the Aviva team dealing with your claim or the sale or servicing of your policy.
You can also complain online using our complaint form where you can send us photos and files to help us understand your issues.
And once we've dealt with your complaint, we'll go back and see what we can learn from your experience.
If you feel we've not considered all of your issues or you can provide further information, please let us know and we'll be happy to review it. But if you're unhappy with the outcome you can ask the Financial Ombudsman Service (FOS) to carry out an independent review of your complaint. In any event, you have the right to ask the FOS to review your complaint if we've been unable to resolve it within 8 weeks. The FOS can help with most complaints if you are:
If you are unsure whether the FOS will consider your complaint, please contact them directly for advice. The service the FOS provides is free and impartial and contacting them at any stage of your complaint will not affect your legal rights.
The contact details for the FOS are:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Their phone numbers are 0300 123 9123 (free from most mobiles) or 0800 023 4567 (free from landlines).
You can send an e-mail to: firstname.lastname@example.org
Or you can log on to their website: www.financial-ombudsman.org.uk