Life & Pensions Complaints

Support for protection, pension and savings complaints.

Our complaints procedure

Life and Pensions – Customer Complaints Process

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
  • 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
  • Address dissatisfaction quickly, effectively and fairly. 
  • Keep you updated on the progress of your complaint. 
  • Offer a fair and equitable solution or explanation. 
  • Fix issues as quickly as possible and address root causes to prevent recurrence. 
  • Use complaints to improve our products, services and processes. 
  • To ensure that if you are not happy with the outcome of a complaint, you are provided with the necessary details to refer the matter to the Financial Services and Pensions Ombudsman (FSPO) 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.

  • Online: use our complaint form. When submitting to us online, you will receive an email of acknowledgment, so you know your complaint has been submitted.  
  • Phone: 1800 159 159 or 01 898 79 50 (Lines are open 9am–5pm (Mon, Tue, Thu & Fri); 10am–5pm on Wed.) 
  • Email: csc@aviva.com.
  • Post: Customer Experience Department, Aviva Life and Pensions Ireland DAC, Building 12, Cherrywood Business Park, Loughlinstown, Co. Dublin, D18 W2P5. 

Include your policy number and contact details to help us respond quickly.

Our complaints process – what to expect

  1. Acknowledgement - we will acknowledge your complaint within 5 working days of receipt. Within our acknowledgement, we will provide you with a copy of this complaint procedure and inform you of  circumstances under which you can refer your complaint to the FSPO along with their contact details. 
  2. Investigation - a dedicated complaint handler will be assigned to your case. 
  3. Updates - We will keep you updated, in writing, on the progress of our investigation into your complaint every 20 working days, starting from the date on which the complaint is received, and aim to resolve your complaint within 40 working days. If your complaint is not resolved within 40 working days, we will explain the anticipated timeframe for our final response letter and outline your right to refer to the FSPO and provide you with their contact details. 
  4. Final Response - Within 5 working days of the completion of our investigation, we will send you our findings and the steps taken to resolve the matters of your complaint. We will also inform you of your right to refer your complaint to the FSPO and provide you with their contact details. 
  5. Record Retention - we maintain complaint records in line with regulatory requirements.

 

Escalation Options

Should you remain dissatisfied upon receipt of our final response letter or notice of determination (for pension complaints), we encourage you to contact us where we will address any remaining concerns. However, you can refer your complaint to

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.

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