Aviva Group Personal Pension Plan (PO-19084)

Ombudsman’s Determination

Outcome

Mrs L’s complaint is upheld and, to put matters right, Aviva shall pay Mrs L £500 for the significant distress and inconvenience she has suffered.

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

Complaint summary

Mrs L complains about the inconsistent information she has received regarding the date her contributions were paid to Aviva and subsequently invested. She also questions the charges that have been applied for administering her pension.

Mrs L says that she does not have confidence that the information she has received from Aviva is accurate.

In making her complaint to this Office, Mrs L is being represented by her husband, Mr L.