Complaints procedure

Aviva Group Ireland

Complaints Policy

We aim to provide excellent service to all our customers; however, we recognise that things may occasionally go wrong. We will do our best to address your complaint as quickly and effectively as possible.

Our aim is to make sure:
  • Our customers can easily raise issues or make a complaint.
  • Our customers feel heard – we will listen to you and gather all the facts.
  • We will thoroughly investigate all issues or complaints.
  • We retain the trust, confidence and loyalty of our customers.
Our objectives are:
  • To address dissatisfaction quickly, effectively and fairly.
  • To keep you updated on the progress of your complaint.
  • To offer a fair and equitable solution or explanation.
  • To fix issues or problems as quickly as possible.
  • To fix the root cause of issues or problems so they do not reoccur.
  • To use complaints to improve our products, services, and processes.
  • To make sure you feel your complaint has been properly investigated and resolved.
  • To ensure that if you are not happy with the outcome of a complaint that you are provided with the necessary details to refer the matter to the Financial Services and Pensions Ombudsman for further investigation and resolution.

A guide to making a complaint

If you wish to make a complaint, the process should be as easy as possible for you, so please follow the guidance below.

General insurance

If your complaint is in relation to motor, home, commercial, and farm insurance products, please see below.

  • You can make a complaint online using our complaint form.
  • If your policy is directly with Aviva: Call 1800 335 577 or 01 833 22 11. Our phone lines are open Monday to Friday 9am to 5pm.
  • You can write to us at: The Complaints Team, Aviva Direct Ireland Limited, Ballybrit Business Park, Ballybrit, Galway, H91 WP08 or email: direct@aviva.ie.
  • If your complaint relates to a claim, please let us know by: Phone 1800 147 147 or email at claimcomplaints@aviva.com. You can also write to the Aviva Ireland Complaints Team - Aviva Insurance Ireland DAC, Cherrywood Business Park, Dublin, Ireland, D18 W2P5.
  • If your complaint relates to our Breakdown Rescue service: Call 1800 509 071.

Important: If you arranged your policy through an intermediary or broker, you should direct your complaint to them if it concerns the services provided by them. If the complaint is not resolved to your satisfaction, you can contact Aviva Insurance Ireland DAC at 1800 666 555 and we will see if we can assist you.

Life & Pensions
If your complaint is in relation to your protection, pension or savings & investments policy, please see below.
  • You can make a complaint online using our complaint form.
  • You can call us on 1800 159 159 or 01 898 79 50. Our phone lines are open Monday to Friday 9am to 5pm.
  • You can write to us at our Customer Experience Department, Aviva Life and Pensions Ireland DAC, Building 12, Cherrywood Business Park, Loughlinstown, Co. Dublin, D18 W2P5.

To help us deal with your complaint, please provide us with your policy number and your contact details.

Other contacts for complaints

If you are not satisfied after receiving your Final Response Letter or your Notice of Determination (for a pension complaint) from Aviva, you can make a complaint to the Financial Services and Pensions Ombudsman. See contact details below:

Financial Services and Pensions Ombudsman,
Lincoln House,
Lincoln Place,
Dublin 2,
D02 VH29.

Telephone: 01 567 7000
Email: info@fspo.ie
Web: www.fspo.ie

For more information on how to refer your complaint see www.fspo.ie.

Aviva Direct Ireland Limited is regulated by the Central Bank of Ireland. A private company limited by shares. Registered in Ireland No 374895. Registered Office: Cherrywood Business Park, Dublin, Ireland, D18 W2P5.