Aviva has promised to investigate delays to its annuity transfer system after complaints from an adviser.
Peter Davies, director of Create Wealth Management, arranged two annuities through the provider that commenced on 1 December. But despite a five month delay - and a number of calls to Aviva - he is still unable to bill the client.
Davies received an invoice on 21 March after a verbal complaint, but it failed to include the purchase price. An Aviva representative then promised to "chase today so that a statement of account could be issued in the next ten days".
On 5 April, another employee said the commission amount would be disclosed on 10 April, but failed to call Davies back.
"I am extremely disappointed in Aviva's service, their lack of care and total disregard to my firm," he said.
"If we had a scenario whereby Aviva had over-paid us commission which then had to be refunded I would very much imagine that they would be demanding it within a few days, and no doubt sending us strong reminder letters and threatening us with recourse to the FSA unless its paid within a short timescale.
"Chasing Aviva has cost my firm lost production time both at administration and director level which I will endeavour to claim via reimbursement."
A spokesperson from Aviva said the case had been passed to the complaints team "as a matter of urgency," and had since contacted Davies to apologise.
The last time the FSA reviewed the annuity sector in 2008, it found 60% of transfer cases surveyed experienced delays.
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