Making a complaint

How you can help us improve

Committed to better

We’re proud of the service we provide to our customers, but we know that sometimes things can go wrong. If you’ve had a bad experience, please let us know. We want to learn and put things right.

How to make a complaint

We can resolve most issues right away, so please as a first step 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.

If you prefer, you can make a complaint online using our complaint forms.
 

You'll need to tell us:

  • Your personal details
  • Your policy/claim details
  • What's gone wrong
  • What you want us to do to put things right

To resolve your complaint, we will:

  • Get it to the right person
  • Let you know what will happen next, including timescales
  • Treat you fairly
  • Resolve your complaint as soon as possible, in most cases within 10 working days – for more complex issues we may need longer to look into what's happened and we may ask you for further information to help us reach a decision
  • Give you regular updates

And once we've dealt with your complaint, we'll go back and see what we can learn from your experience.

If you’re not happy with our response

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 to carry out an independent review of your complaint. In any event, you have the right to ask them to review your complaint if we've been unable to resolve it within 8 weeks. 

The Financial Ombudsman Service can help with most complaints if you are:

  • A consumer
  • A business with less than 10 employees and with an annual turnover of up to €2 million
  • A charity with an annual turnover of less than £1 million
  • A trustee of a trust with a net asset value of less than £1 million

If you’re unsure whether the Financial Ombudsman Service will consider your complaint, please contact them directly for advice. The service they provide is free and impartial and contacting them at any stage of your complaint will not affect your legal rights.

You can find out how to contact the Financial Ombudsman Service at www.financial-ombudsman.org.uk

If you have taken a product out online with Aviva and are unhappy with the product or the service you received, you can also use the European Commission’s Online Dispute Resolution service to make a complaint. The purpose of this platform is to identify a suitable Alternative Dispute Resolution (ADR) provider and we expect that this will be the Financial Ombudsman Service. Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after Aviva have had the opportunity to consider and resolve this.