Complaints and Claims
Aviva Gestión has a Complaints and Claims Service that is independent of the company's other commercial and operational services. The purpose of the Service is to handle and resolve any complaints or claims you may have.
You may present any complaints or claims in person or via your representative by writing to Servicio de Quejas y Reclamaciones. Aviva Gestión. Camino Fuente de la Mora, 9 28050 - Madrid.
Any complaints or claims must be filed within two years of when the basis of the complaint or claim came to the client’s attention.
The procedure shall begin upon receipt of written notice, which must state the following:
- Name, surname and address of the party concerned and, if applicable, of their appropriately accredited representative.
- National Identity Card number (or Foreigner's Identification Number) of the individuals concerned and the relevant public registry information for legal representatives.
- Details that identify the contract relating to the complaint or claim.
- Reason for the complaint or claim and the questions to which a response is sought.
- Details of the Entity against which the complaint or claim is being made.
- That the complainant has no knowledge of any current administrative, arbitration or legal proceedings concerning the matter that is the object of the complaint or claim.
- Place, date and signature.
Together with the above document, the complainant must provide the client’s identifying documentation and the documentary evidence they hold on which their complaint or claim is based.
The Complaints and Claims Service has a 30-day period in which to resolve complaints and claims starting from the day they are presented.
If, after the 30-day period, the complainant does not agree with the Services' decision, complainants may present their claim to the Oficina de Atención al Inversor, c/ Miguel Angel 11, 28010 - Madrid.
The procedure for presenting complaints and claims can be found in the:
