Raising a complaint

We’re committed to providing products and services of the very highest standards and customer satisfaction is incredibly important to us.

If we haven’t lived up to your expectations in any way, we’d like to know so we can put things right for you. So that we can investigate your complaint, we’ll need the following information:

THE COMPLAINTS PROCESS

Once we’ve received your complaint, we’ll investigate it objectively and fairly, and let you know the outcome.

We aim to resolve complaints within 5 working days of receipt. If we’re unable to do this, we’ll contact you to update you and let you know when you can expect a proposed solution. At the end of the process, we’ll use your experience to help us continuously improve the service we provide.

Complain online

HOW TO COMPLAIN

THE FINANCIAL OMBUDSMAN SERVICE

If we are unable to provide you with a final response within 8 weeks of raising the complaint, or if you are dissatisfied with our final response, you may be able to ask the Financial Ombudsman Service (FOS) to complete an independent review.

If you are eligible to raise a complaint with the FOS we will provide further information in our final response letter to you, or if we have not resolved your complaint within 8 weeks. Please note that The FOS can only consider your complaint after you've tried to resolve it with us.

You can contact the FOS in the following ways:

For more information, please see Arval’s Complaints Publication Summary.