Our Service to You


Our goal is to give excellent service to all Our customers but We recognise that things do go wrong occasionally. We take all complaints We receive seriously and aim to resolve all Our customers’ problems promptly. To ensure that We provide the kind of service You expect We welcome Your feedback. We will record and analyse Your comments to make sure We continually improve the service We offer.


What will happen if You complain?


n We will acknowledge Your complaint within 2 working days of receipt


n We aim to resolve complaints following assessment and investigation, as quickly as possible.


Most of Our customers’ concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely, We will contact You with an update within 10 working days of receipt and give You an expected date of response.


If You remain unhappy with the decision You receive from the local branch You may write to the Chief Executive. If You are dissatisfied with Our final decision, You can refer the matter to the Financial Ombudsman Service (FOS).


Whilst We are bound by the decision of the FOS, You are not. Following the complaint procedure does not affect Your right to take legal action.


What should I do? The steps You should take if dissatisfied


Step 1 Seek resolution by Your insurance adviser or usual Aviva point of contact If You are disappointed with any aspect of the handling of Your insurance We would encourage You, in the first instance, to contact the Your insurance adviser. You can write or telephone, whichever suits You, and ask Your contact to review the problem.


Step 2 Refer Your complaint to Our Chief Executive If You remain unhappy with the decision You receive, please write with full details including policy number and/or claim number, to:


The Chief Executive, UK Insurance Aviva Surrey Street Norwich NR1 3NS


A review of the matter will then be carried out at a senior level and a final decision given.


Step 3 Refer Your complaint to the Financial Ombudsman Service


If after making a complaint to Us You are still unhappy and You feel the matter has not been resolved to Your satisfaction please contact the FOS at:


Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR


or telephone 0845 080 1800 or log on to their website at www.financial-ombudsman.org.uk.


Financial Services Compensation Scheme


We are members of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if We cannot meet our obligations, depending on the type of insurance and the circumstances of Your claim.


Further information about the scheme is available from the FSCS website: www.fscs.org.uk, or write to Financial Services Compensation Scheme, 7th floor Lloyds Chambers, Portsoken Street, London, E1 8BN.


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