If after following the steps above, you find your complaint is still not resolved to your satisfaction, please write to either or both of the following:

The Managing Director, Aviva Insurance Europe SE, One Park Place, Hatch Street, Dublin 2.
Telephone 01 898 8000
Fax 01 775 6305
Email direct@aviva.ie

The Financial Services Ombudsman's Bureau, 3rd Floor Lincoln House, Lincoln Place, Dublin 2.
Telephone 01 662 0899
Lo Call 1890 88 20 90
Fax 01 662 0890
Email enquiries@financialombudsman.ie
Web www.financialombudsman.ie

These procedures are operated by Aviva Direct Ireland Limited in relation to its insurance and investment business services provided under the Investment Intermediaries Act, 1995.

Our objectives

• To address reported customer dissatisfaction quickly, courteously and effectively
• To ensure a fair and equitable resolution to any complaint
• To retain customer confidence and respect
• To demonstrate, promote and preserve the Aviva values: 'Integrity, Progressiveness, Performance and Teamwork'
• Where appropriate, to update our procedures to avoid any re-occurrence of the problems
• To endeavour to achieve a situation where our customer feels we have properly addressed the complaint but if any dissatisfaction remains, ensure the customer is notified of the right to refer the matter to the Financial Regulator or the Financial Services Ombudsman Bureau

Aviva welcomes all complaints. We endeavour to do our utmost to resolve your complaint as efficiently and effectively as possible. Our complaint handling procedure will outline what we do in the event of a complaint.

Complaints procedures

1.  Aviva Direct Ireland Limited will establish and maintain a complaints file for each formal complaint together with a full record and all details pertinent to the investigation of the complaint. All complaint records will be kept for 6 years and the files periodically audited by the appointed Compliance Manager
2. Where a complaint is received by Aviva Direct Ireland Limited, the company will record the details of this complaint and issue an acknowledgement letter within 5 working days of receipt. This acknowledgement will contain a copy of our complaints procedures
3. Aviva Direct Ireland Limited will investigate the complaint as quickly 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.
4. Within 5 days of the conclusion of the company's investigation of the complaint, the company will send a written report of the outcome of its investigation. This report shall include, if applicable, an explanation of the terms of any offer that Aviva Direct Ireland Limited is prepared to make in settlement of the complaint.
5. If the complainant expresses dissatisfaction with the outcome of the investigation or the complaint has not been resolved within 8 weeks of receipt, Aviva Direct Ireland Limited will write to the Complainant advising them of the anticipated time frame for resolution of the complaint and the arrangements for referral to the Financial Services Ombudsman Bureau