FOS upholds poor pension communication complaint against Aviva

The client - labelled ‘Mr M' in the decision notice - had received incorrect valuations of his pension fund from 2017 onwards. This was discovered when his financial adviser queried a notable difference in fund size. As a result of this discrepancy, attributed to a system error, Mr M complained it had impacted his confidence to plan for retirement and so requested a transfer. There was then a 25-day delay transferring the pension. Aviva offered him £150 for the inconvenience and £453.74 for the delay in transferring to his new scheme. However, Mr M continued to disagree with the co...