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Aviva Personal Pension Plan (CAS-39168-W8B3)

Complainant: Mr S
Complaint Topic: Charges/fees
Ref: CAS-39168-W8B3
Outcome: Not upheld
Appeal outcome: None
Respondent: Aviva
Type: Pension complaint or dispute
Appeal: No

Ombudsman’s Determination


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

Complaint summary


Mr S has complained that:-

· Aviva’s transfer exit fees are unreasonable and unfair.

· Aviva claims on its website that it does not charge exit fees, this is misleading.

· Aviva has failed to provide a satisfactory response to his request for a detailed explanation of how it calculated the exit fee applied to his transfer value (the Exit Penalty).

View determination


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