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Call us 0800 121 8899

Customer Service Centre

We are open but exceptionally busy. Where possible, please leave phone lines free for our most vulnerable customers. 

Opening hours

Monday to Friday 8am-7pm
Saturday 9am-2pm
Sunday closed
Closed on bank holidays 

Free call from mobiles and landlines.

All enquiries 0800 121 8899

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Payment Protection Insurance (PPI) queries and complaints

Important information - the Payment Protection Insurance complaint deadline has now passed

The deadline for making new PPI complaints about mis-sold policies or undisclosed commissions has now passed. Due to this deadline, our current enquiries and complaints levels are very high.
Please bear with us, we’ll contact you as soon as we can. If you haven’t heard from us 21 days after submitting your complaint, do get in touch. 
There may be exceptional circumstances that would cause a new PPI complaint about mis-selling or undisclosed commission to be in time.
Contact us if you think this applies to you. You can still make a complaint about other aspects of your policy, such as the administration or claims.

Existing MPPI policy queries

For queries on an existing Aviva MPPI policy, you’ll need to contact Aviva directly on 0800 404 7218 or for claims on 0800 158 2339.
They’re available Mon-Fri 9am-5pm.

Existing PPI complaints - 5 frequently asked questions

I'm not happy with your decision on my complaint, can I still go to the Financial Ombudsman Service?

Yes you can. You've got six months from the date our final response was issued, to go to the Financial Ombudsman Service. In some circumstances they will look at complaints outside this timescale.

I submitted a complaint some time ago, but haven't heard anything. What should I do?

Due to the increased volumes of complaints leading up to the 29 August 2019 we may need a bit longer to look into your complaint. In the meantime you can contact us for an update on 0800 121 8899 or write to us at FREEPOST CBS CUSTOMER RELATIONS.

I've not had a response yet, what's happening?

We'll normally try to call you within the first two working days after we've received your complaint to discuss it with you...

Read more

If my complaint is successful, how and when do you pay compensation to me?

We continue to investigate complaints made before the deadline...

Read more

How long will it take my complaint to be resolved?

We'll try to call you within the first two working days after we have received your complaint to discuss it with you.

Read more
How to get an update on your complaint

If you've already made a PPI complaint, you can contact us for an update in a few ways. Only in exceptional circumstances will we look into new PPI complaints about mis-sold policies or undisclosed commissions.


Make a complaint now or send us a secure message
Online Services

Phone or branch

Call us free on 0800 121 8899 to make
a complaint over the phone.

Alternatively you can visit a branch


Write to us using the address below in capitals and all on one line:

Don't want to complain but want to give us feedback?
Email us at - please don't include any sensitive information
such as security details, card details etc.

What we'll do with your complaint

When things go wrong, talking it through with you is really important to us.


PPI complaints

The deadline for PPI complaints relating to mis-sold policies and non-disclosure of commission has now passed.

If you've missed the deadline due to exceptional circumstances, or have a complaint about other aspects of your policy, please contact us.
You can find out more about the PPI deadline on the following websites:


Working together

If you've already contacted us, a dedicated advisor will aim to  resolve your complaint as quickly as we can.
If we need a bit more time, we'll keep you updated and let you know what's happening.


Reaching a resolution

When we've fully investigated your complaint, we’ll send you our final response letter letting you know our decision, and tell you about any compensation if this is due.
If you're not happy with our decision for any reason, you can ask the Financial Ombudsman Service to review it for you.
You can read more about the Financial Ombudsman Service below.

What happens if we can't reach a resolution together?

We're covered by the Financial Ombudsman Service which offers a free and independent review service.

If you're not happy with our final response, you can ask them to review your complaint for you.

You have six months from the date of our final response, or summary resolution communication, to refer your complaint to the ombudsman service.

To contact the Financial Ombudsman Service:

Additional help and support

Whatever your needs or circumstances, we want to make sure you can make a complaint easily. If you need additional help or support, please let us know.

For example, you might want to let us know about:

  • communicating with you in a different format (such as audio, Braille or large print)
  • contacting you in a specific way (e.g. in writing only)
  • a physical or mental health problem, or a major life event (e.g. bereavement, redundancy, serious illness) that impacts the way you deal with us
  • any other support you need to help with your complaint (e.g. contacting you at specific times or through a third party)

Some of the information you give us might be sensitive (e.g. if it’s about health related matters). Unless you tell us otherwise, we’ll assume you’re happy for us to make a note of this so that we can use it to help us with your complaint. You can find out more about we use information we collect from you in our Privacy Notice.