How to submit a complaint

Further down on this page, you can find information on how to contact us if you would like to file a complaint. We've addressed many questions in our FAQs link viva.com Support to make it easy for you to obtain the information you need. We suggest looking at these first. Please get in touch with us if you are unable to locate the solutions you require.

Our goal is to provide great products and outstanding service however, we are aware that issues may occasionally arise. If you have any cause for a complaint, we will do everything we can to set things right as soon as you contact us. If we need more time, we'll make sure you have the contact information of the person or team handling your complaint.

Regardless of how you choose to contact us with your complaint—by phone, chat, email, or in writing—we will give it our full attention and be dedicated to finding a solution for you.

Chat with us

You can chat with us to submit a complaint at anytime from the viva.com app and online through www.viva.com. In the app just tap the ‘Chat with us’ option in the ‘Preferences’ menu, or via www.viva.com by logging into your account and selecting the "Chat with us" button. You’ll get a notification in the app or online when we reply. Our chat service is secure and easy to use – and our team is available 24/7.

Other ways to get in touch

Phone: +44 20 37347770

Post: West Wing, Ashton House, Silbury Boulevard MK9 2AH Milton Keynes, Buckinghamshire

Email: ukcomplaints@viva.com

Our response

Once you’ve submitted a complaint, we'll aim to contact you within 24 hours. We’ll confirm that we’re looking into your complaint and when you can expect a response. We'll also give you a unique case number so we can find your record quickly. 

We’ll always contact you to provide our final response. We’ll explain what we’ve found, what we plan to do as a result, and why we made the decision.  The final outcome will be communicated in writing, (chat, email, or post).

The Financial Conduct Authority (FCA) gives us a maximum number of days to issue a final response:

If you are an eligible complainant, we intend to issue a final response within 15 business days after receiving your complaint. If something outside of our control causes a delay, the FCA gives us a maximum of 35 business days.

viva.com is a member of the Financial Ombudsman Service, which offers an independent review service. So, if you're still not satisfied with the arrangement we have suggested, you can request that the Financial Ombudsman Service review your case at no cost to you. The Financial Ombudsman Service (FOS) is a free, neutral, and independent service that aids in conflict resolution.

Your right to refer your complaint to the FOS will be included in the complete explanation of our decision that we will include in our Final Response. If you choose to do so, you must act within six months from the time indicated in our final response.