The Nationwide Group Personal Pension Arrangement (CAS-65911-J7P3)

Ombudsman’s Determination

Outcome

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

Complaint summary

Mr G complained about issues relating to how Aviva managed his benefits in the GPP as follows:

• when he instructed Aviva to withdraw his Pension Commencement Lump Sum (PCLS) in June 2020, it sold more units than required and then reinvested the surplus three days later at a higher unit price;
• due to tax relief errors on contributions, on two occasions in September 2020, Aviva sold units without first obtaining his authority, and then did not explain why the transactions had been carried out; and
• Aviva did not reply promptly to his emails and telephone calls when he tried to understand the situation.

Mr G said that Aviva’s actions may have tax implications for him. However, since Mr G submitted his complaint to The Pensions Ombudsman (TPO), Aviva confirmed that it had paid Mr G’s additional tax liability, and he would not be liable for any further tax. 

Mr G asked for the fees he paid to Aviva since June 2020 to be reimbursed to him. He also wanted to receive an award that reflects the level of distress and emotional anxiety he suffered, and the considerable amount of time he spent dealing with Aviva.