Complaints procedure

Aviva Group Ireland

Complaints Policy

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

Our objectives are:

  • To comply with the Consumer Protection Code as issued by the Central Bank of Ireland.
  • To address your reported customer dissatisfaction, quickly, effectively and fairly.
  • To ensure a fair and equitable resolution for you.
  • 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 endeavour to achieve a situation where you feel we have addressed your complaint.
  • However if you remain unsatisfied with the outcome of our efforts, to ensure that you are notified of their right to refer the matter to the Financial Services and Pensions Ombudsman, as the case may be.

A guide to making a complaint

If you have come to this page to find out about making a complaint , we would like to make it as easy as possible for you.

General insurance

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

  • You can complain online using our complaint form.
  • If your policy is directly with Aviva: Call 1800 335 577 or 01 833 22 11.
  • If you arranged your policy cover through an intermediary or broker then you should initially direct your complaint to them. If the complaint is not resolved to your satisfaction you can contact Aviva Insurance Ireland DAC at 1800 666 555.
  • If your complaint is about a Claims: Call 1800 147 147 or 01 898 64 00.
  • If your complaint is about Breakdown Rescue: Call 1800 509 071.
Life & Pensions
If your complaint is in relation to your protection, pension or savings & investments policy, please see below.
  • You can complain 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 tell us your policy number and your contact details.

Other contacts for compliants

If, after following the above procedure your complaint has not been resolved to your satisfaction you should contact:

Aviva Ireland Complaints Team,
Cherrywood Business Park,
Dublin,
Ireland,
D18 W2P5

Telephone: 01 898 8000
Fax: 01 775 6305

Insurance Ireland’s Information Service,
Insurance Centre,
5 Harbourmaster Place,
IFSC,
Dublin 1,
DO1 E7E8.

Telephone: 01 676 1914
Fax: 01 676 1943
Email: iis@insuranceireland.eu
Web: https://www.insuranceireland.eu/

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

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.