Making a complaint

Digital complaints data

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Aviva UK Digital

This includes complaints about: Motor, Buildings, Contents, Travel, Breakdown Cover, Home Assistance, Legal Expenses, Personal Accident, Life & Critical Illness, Private Medical Insurance for Individuals, Guaranteed Lifelong Protection (50+), Free Parent Life Cover and Speedy Diagnostics.

Aviva UK Digital is an intermediary which introduces and sells direct to consumer products underwritten by Aviva Life Services UK Ltd and Aviva Insurance Ltd. The complaints shown below are in relation to sales and marketing activity which has been undertaken by Aviva UK Digital.


Table of figures for the period January to June 2020

  Number of complaints opened by volume of business            
Product / Service grouping Provision (at reporting end period per 1,000 policies in force) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld * Main cause of complaints opened
Banking and credit cards Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable
Home Finance Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable
Insurance and pure protection Not applicable 0.27 per 1,000 sales 1,121 1,133 65.1% 33.4% 39.5% Other general admin / Customer service
Decumulation and pensions Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable
Investments Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable
Credit related Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable

The Financial Conduct Authority ask us to report to them the percentage of complaints we close within 3 days and between 4 days and 8 weeks. This is the information you can see here. 

Details of the number of cases referred to the Financial Ombudsman Service can be found at the Financial Ombudsman website.

Important information

* This represents the percentage of customers who we recognise had a valid complaint in full or part.

Brands and trading names
Aviva UK Digital Ltd, Quotemehappy.com, General Accident.