Aviva UK Life Personal Pension (PO-14636)

Ombudsman’s Determination

Outcome

I do not uphold Ms N’s complaint and no further action is required by Aviva.

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

Complaint summary

Ms N’s complaint is that she was incorrectly informed by Aviva that it would complete her fund switch, based on the unit prices as published on its website at the time of the transaction on Tuesday 25 August 2015. She says that she was given this information during a telephone call on Monday 24 August 2015.

Ms N argues that, if she had been advised correctly that the prices at which the units would be sold would only be known after the close of business on the day of the transaction and published on Aviva’s website on the following day, 26 August 2015, then she would not have instructed the fund switch.