Aviva Group Ireland plc operates a complaints policy to ensure that all our customer complaints are dealt with in a fair and courteous manner and that problems are resolved as quickly and efficiently as possible.

Our objectives are:

• To comply with the Consumer Protection Code as issued by the Financial Regulator.
• To address reported customer dissatisfaction, quickly, effectively and fairly.
• To ensure a fair and equitable resolution to the complaint.
• To keep you updated on the progress of your complaint.
• To retain customer confidence and respect.
• Where appropriate, to update our procedures and introduce corrective actions to avoid re-occurrence of any problems identified.
• To endeavor to achieve a situation where our customer feels we have addressed their complaint. However if he/she remains unsatisfied with the outcome of our efforts, to ensure that he/she is notified of their right to refer the matter to the Financial Services Ombudsman’s Bureau or the Office of the Pensions Ombudsman, as the case may be.

Complaints handling procedure

1. Where a complaint is received by Aviva , the company will record the nature of the complaint and issue an acknowledgement letter to the client within 5 business days of receiving the complaint. The acknowledgement will provide the client with the contact name who is responsible for dealing with the complaint.
2. Aviva will investigate the complaint as swiftly as possible and where applicable, the complainant will receive a regular written update on the progress of the investigation at intervals of not more than 20 business days.
3. Aviva will try to resolve the complaint within 40 business days of having received the complaint. If the complaint cannot be resolved within 40 business days, the company will write to the complainant notifying them of the anticipated timeframe for the conclusion of the investigation.
4. Within 5 business days of the conclusion of the investigation of the complaint, Aviva will issue a resolution letter detailing the outcome of the investigation. This letter will include, if applicable, an explanation of the terms of any offer that the company is prepared to make in settlement of the complaint.
5. If at any time the complainant is unsatisfied with the handling of their complaint or the company cannot resolve the complaint with the 40 Business days timeframe, the complainant will be notified of their right to refer the matter to the Financial Services Ombudsman’s Bureau or the Office of the Pensions Ombudsman, as the case may be.

Financial Services Ombudsman’s Bureau 3rd Floor, Lincoln House, Lincoln Place, Dublin 2

Office of the Pensions Ombudsman - Address: 36, Upper Mount Street, Dublin 2.