Aviva Staff Pension Scheme (PO-10107)

Ombudsman’s Determination

Outcome

Mr S’ complaint is upheld to the extent that he has suffered distress and inconvenience and, to put matters right, Aviva should pay him an additional £300, bringing the total compensation to £500.

My reasons for reaching this decision are explained in more detail below.

Complaint summary

Mr S’ complaint against Aviva is that it misled him into believing his partner would be entitled to a spouse’s pension based on 50% of his entitlement and that he had made a valid nomination. As a result of the incorrect information provided to Mr S, he says he and his partner have not been able to make alternative provision for her pension. Further, it is now too late to do so and his partner will lose approximately £6,000 every year.