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.
How can I contact viva.com to submit a Complaint
You may contact our Customer Service Team through:
Live Chat
Phone
Email
By Post
Regardless of how you choose to contact us with your complaint we will give it our full attention and be dedicated to finding a solution for you.
1. Live Chat
You can chat with us to submit a complaint at any time by logging into your account via the viva.com App or a browser 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.
2. Other ways to get in touch
By phone: Please find your country’s telephone number here: Contact.
By post: Please find your country’s address here: Contact.
Email: complaints@viva.com
Response to a complaint
Once you’ve submitted a complaint, we'll:
send you a confirmation email within 24 hours
give you a unique case number so we can find your record quickly
contact you via writing (chat, email, or post) to provide our final response with our findings, plan, and decision.
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.