Aviva Personal Pension Plan (PO-15504)

Ombudsman’s Determination

Outcome

I do not uphold Mrs 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

Mrs E has complained on the level of customer service provided by Aviva in relation to the Plan. Mrs E states that Aviva failed to provide her with an annual benefits statement on the due date of October 2016, and when this was eventually received in November 2016, the statement was incorrect.

Mrs E also considers that Aviva has used inappropriate terminology in its response to her complaint, and has failed to provide information relating to changes in the level of service, since it took over management of the policy from Norwich Union.