PPI Claims
2,074 decisions, 28.2% of this firm page
Published Financial Ombudsman Service decisions, 2013-April 2026
Aviva complaints: what the Ombudsman decided
We analysed 7,357 published Financial Ombudsman decisions linked to Aviva. This page shows outcomes, complaint types and decision patterns without rating the firm.
More complaints doesn't mean worse service — big firms serve millions of customers, so they naturally show up more often. Win rates reflect the mix of complaint types a firm faces, not a quality score.
Across the full dataset, about 1 in 3 clear-result cases ended with the customer winning fully or partly (33.5%). For Aviva, this page shows 29.1%.
Complaint mix
What people complain about
25.8%
Home Insurance
963 decisions, 13.1% of this firm page
Pension Complaints
938 decisions, 12.7% of this firm page
Insurance Claims
934 decisions, 12.7% of this firm page
Consumer Credit
685 decisions, 9.3% of this firm page
The percentage at the end of each row is the rough won-or-partly-won rate for that broad category.
Published decisions
How it changed over time
2019536
2020598
2021753
2022747
2023694
2024658
2025820
2026120
The 2026 figure covers published decisions up to April 2026.
Outcome wording
What happens when customers win
Set amount listed
Share of won or partly won decisions with this wording
Worked out with interest
Share of won or partly won decisions with this wording
Worked out by set rules
Share of won or partly won decisions with this wording
Stress or hassle payment
Share of won or partly won decisions with this wording
Refund
Share of won or partly won decisions with this wording
No money ordered
Share of won or partly won decisions with this wording
Not clear from the case
Share of won or partly won decisions with this wording
These labels describe the decision wording. They do not promise any outcome for another case.
Past results are not a promise
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Methodology
Read this as data, not a verdict.
Source
Published Financial Ombudsman Service decisions from 2013–April 2026. This page uses 7,357 published decisions for Aviva.
Entities included
Aviva Insurance Limited; Aviva Life & Pensions UK Limited.
What won means
Won means the Financial Ombudsman agreed with the customer. Partly won means it agreed with part of the complaint. Unclear outcomes are left out of the rate.
Not a rating
This is not a review or rating of Aviva. Past results can't predict your case; this isn't legal advice.
Independence and corrections
HeyRefund is not affiliated with, or endorsed by, the Financial Ombudsman Service. Spotted an error in our numbers? Tell us and we'll check it.