Sun Life Flexible T-Plan (PO-20911)

Ombudsman’s Determination

Outcome

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

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

Complaint summary

Mr E complains about Aviva and has raised the following points:-

• it did not pay his pension benefits on time;
• it made onerous requests for information before releasing his funds;
• its complaint procedure failed;
• due to the delay, his funds are now subject to additional tax; and
• Sun Life, which is now Aviva, refused to transfer his benefits in 1996.