Aviva Retirement Annuity Contract (PO-39930)

Ombudsman’s Determination

Outcome

Mr L’s complaint against Aviva is partly upheld, but there is a part of the complaint I do not agree with. To put matters right (for the part that is upheld) Aviva should pay Mr L £600 in recognition of the significant distress and inconvenience caused.

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

Complaint summary

Mr L applied for his benefits as a lump sum due to his ill health. After submitting the forms and chasing this with Aviva, he was informed that this could not be paid due to a bankruptcy charge on the Policy.  Mr L is dissatisfied that Aviva failed to inform him that it was speaking to a third party about the Policy and for delaying in informing him that he could not have the funds paid from the Policy.