Aviva accidentally sends pension transfer email to advisers

‘We made a mistake’

Ayesha Venkataraman
clock • 1 min read
Aviva accidentally sends pension transfer email to advisers

An email regarding an “impending pension transfer” was sent out by Aviva to all advisers using its platform on Tuesday morning, later followed by an apology for the mistake.

Addressed to "NONAME," the email detailed Aviva's process following its receipt of a pension transfer request, even though no request had been made.

"The transfer is scheduled to take place during February," stated the email. "When transfers like this happen, it is important for us to ensure that there is no disruption during the transition period. As a result, we will impose what is called a ‘blackout period', during which time you will be unable to view or access certain features of your My Money account. This is quite normal and ensures that the correct value of your account is transferred."

Expectedly, the email left many advisers flummoxed. "If you have a pension with Aviva and have received this email today, rest assured that it is an error," tweeted Jamie Bogle, financial planner and director at Co-Navigate. Adding, "Why @avivainvestors still haven't issued another email confirming the error is anyone's guess."

Keith Churchouse, financial planner and director at Chapters Financial, confirmed that he and his colleagues received the erroneous email in the morning. He responded to Aviva with a pointed email wondering what had happened, and said he had no response. Clients have also reportedly received the email.

Aviva later sent out a follow-up email apologising for its mistake, entitled, "We're sorry… We made a mistake." It went on to state that the earlier email "was not meant to be sent to you."

"We are very sorry for this error and apologise for any concern it may have caused," it said.

Professional Adviser has contacted Aviva for comment.

More on Your profession

Advisers missing a 'share of wallet' trick

Advisers missing a 'share of wallet' trick

Aegon and NextWealth research suggests just a quarter track this

Jen Frost
clock 27 August 2025 • 2 min read
What's stopping the advice profession from attracting more young blood?

What's stopping the advice profession from attracting more young blood?

Chief reporter’s view: Calling my fellow Gen Z’s!

Isabel Baxter
clock 27 August 2025 • 4 min read
Why the Great Wealth Transfer could be modest in practice

Why the Great Wealth Transfer could be modest in practice

'The need for a robust advice strategy remains'

Roger Brosch
clock 27 August 2025 • 4 min read

In-depth

Targeted support: 'Watch this space!' – unknowns persist

Targeted support: 'Watch this space!' – unknowns persist

Industry awaits final details of the FCA’s proposals

Isabel Baxter
clock 19 August 2025 • 7 min read
Polling high – should advisers bank on Reform UK holding on?

Polling high – should advisers bank on Reform UK holding on?

Nigel Farage-led party's policies would likely mean big tax changes if Reform came into power

Isabel Baxter
clock 30 July 2025 • 7 min read
Financial planning 'badly' needed PFS £1m talent pledge – what next?

Financial planning 'badly' needed PFS £1m talent pledge – what next?

Considerations include representation, showing not telling, and small business support

Jen Frost
clock 29 July 2025 • 6 min read