Refresh 2016 Retirement Benefit Scheme (PO-20880)

Ombudsman’s Determination

Outcome

I agree that part, but not all, of this complaint is upheld. To put matters right in respect of the part that is upheld, Aviva shall pay the additional rental costs incurred (plus interest); and £800, in addition to the £200 previously paid, in recognition of the serious distress and inconvenience that has been caused to Mr H.

Complaint summary

The complaint was originally handled by Friends Life, who are now part of Aviva. Aviva has responded to the complaint brought to the Pensions Ombudsman, as the parent company of Friends Life. Therefore, the respondent is referred to as Aviva in this Determination.

Mr H is complaining that:

Aviva provided an incorrect banking sort code to Legal & General for the transfer of funds into the Scheme. He claims that the delay caused distress and inconvenience and caused the purchase of a property to fall through;

Aviva was unhelpful with the purchase of a previous building via a mortgage with Lloyds Bank; and

the customer service and complaint handling provided by Aviva was inadequate.