Tell us about a problem or complaint

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 are committed to treating our customers fairly, we want to learn and put things right.

If you just want to give us some feedback, like helpful ideas for improving the products and services we offer online or on the phone, you can do so here. 

We can often resolve concerns 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 within help & support.

If you prefer, you can make us aware of the problem online using our form below.

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

What happens next

Once you have made us aware of the problem, this may meet the definition of a complaint under the guidelines set out by our regulator, the Financial Conduct Authority (FCA).

If this is the case, the below process will apply:

If we are unable to resolve your complaint quickly, we will:

• Acknowledge your complaint promptly
• Assign a dedicated complaint expert who will review your complaint
• Carry out a thorough and impartial investigation
• Keep you updated of the progress
• Do everything we can to resolve things as quickly as possible
• Provide a written response within 8 weeks of receiving your complaint, this will inform you of the results of our investigation or explain why this isn’t possible.

If you’re not happy with our response and feel we’ve not considered all your issues or you can provide further information, please let us know and we’ll be happy to review.

We record and publish data about any complaints that we receive. You can explore the data here.  

You can contact the Financial Ombudsman Service:

You may also be able to ask the Financial Ombudsman Service to carry out an independent review of your complaint if you remain unhappy. If this is the case, you also have the right to ask them to review your complaint if we’ve been unable to resolve it within 8 weeks. We will provide full details in our response if this is possible.

The Financial Ombudsman Service exists to help resolve complaints when we have not been able to resolve your complaint to your satisfaction. The service they provide is free and impartial. Whilst we are bound by their decision you are not, contacting them will not affect your legal rights.

In writing:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By telephone:
0800 023 4567

You can also visit their website at www.financial-ombudsman.org.uk where you will find further information.

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.

You can contact the Pension Ombudsman Service:

The Pensions Ombudsman deals with disputes and complaints which concern the administration and/or management of occupational and personal pension schemes free of charge.

Contact with The Pensions Ombudsman about a complaint needs to be made within three years of when the event(s) you are complaining about happened – or, if later, within three years of when you first knew about it (or ought to have known about it). There is discretion for those time limits to be extended.

In writing:
The Pension Ombudsman Service
10 South Colonnade, Canary Wharf
London, E14 4PU

By telephone: 
0800 917 4487
Email: enquiries@pensions-ombudsman.org.uk

You can also visit The Pension Ombudsman website for further information.