FOS upholds poor pension communication complaint against Aviva

Investor was in poor health

clock • 2 min read

The Financial Ombudsman has upheld a complaint against Aviva Life & Pensions for failing to clearly communicate pension values to a client, causing them undue stress.

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...

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