Complaints Process

Making a complaint

Our promise to you
We want to give you great customer service but sometimes things do go wrong. We can usually resolve most issues straightaway, so please get in touch with your usual Solus contact.

What you’ll need to tell us so that we can help you.

-Your personal details
-Details of the issue
-What you’d like us to do to put things right

What we’ll do to resolve your complaint
-We’ll get it to the right person
-We’ll be in touch with you as soon as we can and let you know what will happen next
-We’ll treat your complaint fairly
-We will try to resolve your complaint as soon as possible
-For more complex issues it’s likely that we will need longer to look into what’s happened and we may ask you for further information to help us reach a decision
-We’ll give you regular updates
-And once we’ve dealt with your complaint, we’ll go back and see what we can learn from your experience.

If you’re not happy with our response to your complaint
-If you feel we’ve not considered all of your issues or you can provide further information, please let us know and we’ll be happy to review it. But if you’re unhappy with the outcome you can contact Aviva.