How to get a refund from Aviva for a mis-sold or cancelled policy
If you bought an insurance policy from Aviva that wasn't right for you, or you cancelled it shortly after purchase, you might be due a full refund. Don't let them keep your money if you were mis-sold or exercised your right to cancel.
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Your rights
You are protected by several key pieces of legislation. If a policy was mis-sold, the Consumer Rights Act 2015 states that services must be performed with reasonable care and skill, and information provided must be accurate. The Financial Conduct Authority (FCA) also requires firms like Aviva to treat customers fairly. For cancellations, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide a 'cooling-off' period. The specific duration of this period, during which you can cancel for a full refund, depends on your policy type and its terms. Always check your policy documents for these details.
Step by step
- 1Gather all relevant documents: policy number, purchase date, cancellation date (if applicable), and any evidence showing the policy was mis-sold or not suitable for your needs.
- 2Contact Aviva's customer service or complaints department directly. Clearly explain why you believe you are owed a refund, citing the mis-selling or your right to cancel within the cooling-off period.
- 3If Aviva rejects your claim or you are unhappy with their response, escalate your complaint through their formal internal complaints procedure. Aviva must issue a final response within eight weeks. If they do not, or if you are unsatisfied with their response, you can proceed to the next step.
- 4If Aviva's final response doesn't resolve your issue, refer your complaint to the Financial Ombudsman Service (FOS). You normally have six months from the date of Aviva's final response to do this. FOS is an independent body that can resolve disputes between consumers and financial firms.
What they'll say, and your comeback
“You are outside the cooling-off period, so we can only offer a pro-rata refund.”
Comeback, My claim is not solely based on the cooling-off period. The policy was mis-sold from the outset, meaning I was not provided with accurate information or the policy did not meet my needs, which breaches the Consumer Rights Act 2015.
“We believe the policy was sold correctly and met your stated requirements.”
Comeback, I have evidence, including [mention specific evidence, e.g., sales notes, my original needs assessment], that demonstrates the policy did not match my actual circumstances or that key information was misrepresented. This constitutes a breach of the Consumer Rights Act 2015 and FCA principles.
“We will only refund the premium less any period of cover you received.”
Comeback, I am seeking a full refund because the policy was either mis-sold, making it invalid from the start, or I cancelled within my statutory cooling-off rights, entitling me to a full reimbursement.
What actually happens
In practice, many mis-selling or cancellation issues are resolved directly with Aviva during the initial complaint stage. They are required to provide a final response within eight weeks. If a resolution isn't reached, escalating to the Financial Ombudsman Service (FOS) is the next step. FOS has the power to order Aviva to refund premiums from the policy's start, often with 8% simple annual interest added. This can significantly increase the refund amount, especially for long-standing policies. While the process can take several months, particularly if it reaches FOS, the majority of consumers who pursue their claims diligently often recover their money. The key is to gather all evidence and adhere to the six-month deadline for referring a complaint to FOS after receiving Aviva's final response.
FAQ
What is a cooling-off period for insurance?
It is a statutory period, typically starting from when your policy begins or you receive your documents, during which you can cancel your insurance for a full refund without penalty. The specific duration of this period varies by policy type, so check your individual policy terms.
How long do I have to complain about a mis-sold policy?
You generally have six years from the date of the mis-selling or three years from when you first became aware of the problem, whichever is later, to complain to Aviva. If you then need to refer your complaint to the Financial Ombudsman Service, you normally have six months from the date of Aviva's final response.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-15.