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

How to make a complaint

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.

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

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

If we are unable to resolve your concerns 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.

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.

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.

Make a complaint online

Let us know what has happened and upload any photos or files to help us understand your concerns.