We use some essential cookies to make this website work.

We’d like to set additional cookies to understand how you use our website, remember your settings and improve our services.

Before deciding you can read more about our cookies.

Aviva Personal Retirement Policy (CAS-37264-N1C4)

Complainant: Mrs R
Complaint Topic: Benefits: refusal/failure to pay or late payment
Ref: CAS-37264-N1C4
Outcome: Partly upheld
Appeal outcome: None
Respondent: Aviva Life & Pensions UK Limited (Aviva)
Type: Pension complaint or dispute
Date:
Appeal: No

Ombudsman’s Determination

Outcome

Mrs R’s complaint against Aviva is partly upheld. To put matters right, Aviva shall award Mrs R £500, in recognition of the significant distress and inconvenience she has suffered.

Complaint summary

Mrs R has complained about the delay in Aviva settling her retirement benefits and has questioned the date that was used to disinvest her funds. In addition, Mrs R has raised concerns about the incorrect information provided in relation to a guaranteed annuity rate (GAR) that was applicable to her benefits. 

View determination

Download

Related decisions

  • TPS Benefits Scheme (CAS-79089-Z5M8)
    Complainant: Professor N
    Respondent: The Trustee of the TPS Benefits Scheme
    Outcome: Upheld
    Complaint Topic: Benefits: refusal/failure to pay or late payment
    Ref: CAS-79089-Z5M8
    Date:
  • Royal London Annuity (CAS-74345-R3Y7)
    Complainant: Mr S
    Respondent: Royal London
    Outcome: Not upheld
    Complaint Topic: Benefits: refusal/failure to pay or late payment
    Ref: CAS-74345-R3Y7
    Date:
View all decisions