Contact us

For enquiries about My Money or your account please call:

0345 604 9915

Lines are open weekdays 8.00am to 5.30pm.

Calls may be recorded for training purposes or to improve the quality of our service to you. Calls may be charged and these charges may vary, please speak to your network provider.

Email us at: mymoney@aviva.com

Or write to us at:

Aviva
PO Box 2282
Salisbury
SP2 2HY

Some pages of the website offer the facility to email us with an enquiry. Email is not a secure medium of communication. For this reason, we recommend that you do not send private information to us by email and we may respond to your email by phone or post if we feel our answer contains personal information.

Login and passwords

If you have forgotten your password, as a first step please use the Forgotten password? link on the login screen. Please note that if an incorrect password or character from your memorable word is entered too many times, your account will become locked.

If you have forgotten your username or your account has become locked please call us on the number above.

How to complain

Please contact our Customer Relations Manager using the above details. To see our procedures for dealing with complaints please ask for our ’We listen' leaflet.

If you are not satisfied with our response you can contact:

Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4 567 or 0300 123 9 123
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk

Making a complaint won't affect your legal rights.

If you are not satisfied with our response to a complaint about the administration of your pension account, you can contact:

The Pensions Ombudsman
The Office of the Pensions Ombudsman
11 Belgrave Road
London
SW1V 1RB

Telephone: 020 7630 2200
Website: https://www.pensions-ombudsman.org.uk/

If you have a problem, complaint or dispute with your occupational or private pension arrangement, you can contact The Pensions Advisory Service (TPAS) who provide a free service to members of the public. The Pensions Ombudsman normally expects complainants to have contacted TPAS before taking a complaint to him. You can contact them at:

The Pensions Advisory Service
11 Belgrave Road
London
SW1V 1RB

Telephone: 0845 601 2923
Website: http://www.pensionsadvisoryservice.org.uk/


Online Dispute Resolution

If you have taken a product out online with Aviva or Friends Life and are unhappy with the product or the service you received, you can also use the European Commission’s Online Dispute Resolution service to make a complaint. The purpose of this platform is to identify a suitable Alternative Dispute Resolution (ADR) provider and we expect that this will be the Financial Ombudsman Service. Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after Aviva have had the opportunity to consider and resolve this.

Your My Money account is private to you. To find out more please read the Privacy and cookies policy