Aviva Personal Pension Plan – Lifetime SIPP (PO-12586)

Ombudsman’s Determination

Outcome

I do not uphold Ms S’ complaint and no further action is required by Aviva and Hartley.

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

Complaint summary

Ms S has complained that Aviva made an unauthorised transfer of her funds in the Plan to Hartley, following Hartley’s request. She says she did not give her consent for the transfer to take place, and does not consider it appropriate that Hartley will deduct administration fees if the funds are returned to Aviva.

Ms S argues that Hartley also requested the transfer of another Aviva policy but this action was cancelled, therefore Aviva should have cancelled both transfers.