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Aviva Multi Pension Personal Plan (CAS-39026-L7Y8)

Complainant: Mr D
Complaint Topic: Misquote/misinformation
Ref: CAS-39026-L7Y8
Outcome: Not upheld
Appeal outcome: None
Respondent: Aviva
Type: Pension complaint or dispute
Appeal: No

Ombudsman’s Determination


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

Complaint summary

Mr D has complained that the terminal bonus he received from the Plan when he retired was lower than quoted in earlier communications with Aviva. He has asked Aviva to restore his terminal bonus to the higher level.

Mr D has raised the following additional concerns:-

· The ‘misplacement’ of his funds by Aviva.

· The fact that Aviva ignored his complaint for 18 months.

· The fact that he did not receive a breakdown of what his maturing policy consisted of.

· The lack of notice provided by Aviva when reducing its terminal bonus rate.

View determination


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