Aviva Personal Pension Plan (PO-20613)

Ombudsman’s Determination

Outcome

Ms R’s complaint against Aviva is partly upheld, but there is a part of the complaint I do not agree with. To put matters right (for the part that is upheld) Aviva shall pay Ms R £1,000 for the serious distress and inconvenience this situation has caused.

Complaint summary

Ms R’s complaint concerns the customer service she received from Aviva. She is unhappy with its delay in following her instructions and, also with the way it has dealt with her complaint. She believes Aviva’s actions amount to maladministration.

Ms R also believes that Aviva’s maladministration rendered any contract she had with Aviva void. Therefore, Aviva should not have charged her an exit fee, when she transferred her benefits from Aviva in July 2018.