Complaints procedure

Aviva Group Ireland - Complaints Policy

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. Please follow the guidance below.

General Insurance

If your complaint is in relation to motor, home, commercial, and farm insurance products, please follow the below link to access more information.

Read more "Read more"

Life & Pensions

If your complaint is in relation to your protection, pension or savings & investments policy, please follow the below link for more information.

Read More "Read more information on how to make a life & pensions complaint"

Escalation Options

If you remain dissatisfied after our Final Response or Notice of Determination (for pension complaints), you may refer your complaint to the Financial Services and Pensions Ombudsman (FSPO):

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.

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