Upheld: administrative delays, errors in annuity quotations, failure to provide timely information complaint against Aviva Life & Pensions UK Limited

Decision detail

Summary

Mr B complained about delays and errors in obtaining annuity quotations from Aviva between September 2025 and February 2026 as he attempted to consolidate his pension policies before retirement. Aviva provided incorrect quotations, failed to respond promptly to Mr B's requests for information about bonus calculations, and made repeated errors including incorrect personal details and wrong quotation bases, requiring Mr B to contact them multiple times to chase progress and corrections. Aviva offered £550 compensation and committed to a loss calculation once Mr B's claim is finalised. The Ombudsman upheld the complaint but found the £550 compensation to be fair and reasonable, as it falls within the appropriate range for prolonged inconvenience and upset, and found it reasonable to defer the loss calculation until the claim is finalised.

The Ombudsman's reasoning

The Ombudsman found that Aviva caused serious inconvenience and uncertainty during the period from September 2025 to February 2026 by delaying provision of correct annuity quotations and information, and by making repeated errors that required Mr B to intervene multiple times. However, the Ombudsman determined that the £550 compensation already offered by Aviva falls within the appropriate range for prolonged inconvenience and upset, considering the nature and duration of delays, the number of contacts required, and comparable awards in similar cases. The Ombudsman also found it reasonable for Aviva to defer the loss calculation until after Mr B's claim is finalised, as the financial impact cannot be accurately assessed until the claim value and benefit options are known.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website