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Making a complaint

At General Accident, we work hard to give you great customer service, but sometimes things may go wrong. Due to being an online only company we do not offer telephone support. This helps us keep our costs - and your premiums - low.

However, please rest assured this doesn't mean that we will not handle your complaint any less urgently and we will be in touch with you as soon as we can.

Please fill in the below form and we will be in touch with you as soon as possible to resolve your issue.

First name
Surname
Email address
Confirm email address
Date of birth
Postcode
Policy or quote number
Please tell us what's gone wrong?
How do you want us to fix this?

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'll resolve your complaint as soon as possible and we will try to do this within 10 working days
  • 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 ask the Financial Ombudsman Service to carry out an independent review of your complaint. In any event, you have the right to ask them to review your complaint if we've been unable to resolve it within 8 weeks.

If you are unsure whether the Financial Ombudsman Service will consider your complaint, please contact them directly for advice. The service they provide is free and impartial and contacting them at any stage of your complaint will not affect your legal rights.

The contact details are:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

You can send an e-mail to: complaint.info@financial-ombudsman.org.uk
Or you can log on to their website: www.financial-ombudsman.org.uk

If you are unhappy with the product or the service you received, you can also use the European Commission’s Online Dispute Resolution service to make a complaint. The purpose of this platform is to identify a suitable Alternative Dispute Resolution (ADR) provider and we expect that this will be the Financial Ombudsman Service. Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after Aviva have had the opportunity to consider and resolve this.