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​Aviva Self Invested Pension Plan Policy (CAS-70420-L8L7)

Complainant: Ms N
Complaint Topic: Administration
Ref: CAS-70420-L8L7
Outcome: Not upheld
Appeal outcome: None
Respondent: Aviva Life and Pensions UK limited
Type: Pension complaint or dispute
Date:
Appeal: No

Ombudsman’s Determination

Outcome

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

Complaint summary

Ms N has complained that when the Policy was transferred from Friends Life to Aviva, she was told that there would be no changes to the way the Policy was serviced. 

Ms N has said that this has proved to be incorrect, as she no longer has online access to the Policy. 

Ms N would like Aviva to pay for a financial advisor so that she can find a comparable policy with online access, and Aviva should also pay any costs she incurs in transferring the Policy to another provider.

View determination

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