Letting us know about a complaint or problem
At Viva Travel insurance we’re committed to providing the very best service at all times, but we recognise that sometimes things can go wrong. If you’re unhappy with the service you’ve received, or the outcome of a claim, it’s important for us to know this so we can investigate the matter fully. And if something’s not gone right, we can then implement the appropriate changes to make things better
Our commitment to you
When we receive a complaint, we promise to deal with it promptly, effectively and in a positive manner. We will keep you informed on the progress of our investigation and adhere to the timelines set out by the Financial Conduct Authority (FCA).
How to let us know about a complaint or problem
You can either write to us - The Customer Relations Team, @ViewBag.BrandName, Suite 2209-2217 Eurotowers, Europort Road, Gibraltar
Or email travel.sales@vivatravelinsurance.com
The following outlines how we deal with complaints and what you can expect from us
We will acknowledge your complaint within five working days of receiving your complaint.
We will investigate your complaint and endeavour to send a final response within four weeks following receipt of your complaint. If we are unable to provide you with a final response within this timeframe, we will send you an update to let you know what is happening.
Where we have been unable to issue a final response within four weeks, we will endeavour to send a final response to you within eight weeks of receiving your complaint. If we are unable to provide you with a final response within this timeframe, we will write to you explaining why and advise you when you can expect a final response.
If more than eight weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process), you can contact the Financial Ombudsman Service (FOS) -
Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR
Or by calling – 0800 023 4567The purpose of the Financial Ombudsman Service is to help resolve complaints if you’re unhappy with the response received from your provider. The service is impartial and there’s no charge. Whilst the provider must adhere to the decision of the FOS you are not, and your legal rights are not affected by contacting them.
You can find out more by visiting their website www.financial-ombudsman.org.uk
Please be aware that the Financial Ombudsman Service will only be able to review your complaint after @ViewBag.BrandName have reviewed it and had the opportunity to resolve it. You must refer your complaint to the Financial Ombudsman Service within six months of the date of the final response.