Aviva Annuity Policy PE43001435 (PO-22362)

Ombudsman’s Determination

Outcome

Mrs N’s complaint against Aviva is partly upheld, but there is a part of the complaint I do not agree with. In view of the compensation award already offered by Aviva I will not make an additional award.

My reasons for reaching this decision are explained in more detail below.

Complaint summary

Mrs N’s complaint about Aviva is that it failed to correctly implement the pension sharing order (PSO) that was made against Mr N, her ex-husband, on their divorce. Mrs N would like Aviva to make good the difference in the figures it quoted at different times and to compensate her for the distress and inconvenience that she has been caused.