Partially upheld: pension administration, excessive charges, incomplete and inaccurate information provision complaint against Aviva Life & Pensions UK Limited

Decision detail

Summary

Mr P complained to Aviva about his pension administration, including excessive charges, lack of support, and inaccurate information. His pension was established in 2010 at 0.5% charges, increased to 1% in 2014 when he left his employer, and reduced to 0.75% in 2024. Mr P raised prior complaints in 2021 but did not refer them to the FOS within six months. He complained to the FOS in July 2025 about fee levels and information accuracy. The ombudsman found most of the complaint time-barred under FOS rules, as Mr P ought reasonably to have complained by July 2022. Of the limited issues within jurisdiction, only the incomplete and inaccurate information about fees was upheld, and Aviva's offer of £150 compensation was deemed fair and reasonable.

The Ombudsman's reasoning

The ombudsman applied strict time limit rules under DISP 2.8.2R, finding that most of Mr P's complaint fell outside the jurisdiction of the FOS. Issues relating to charges between 2014-2019 and the 2021 complaints were time-barred under the six- and three-year rule and six-month rule respectively. Mr P ought reasonably to have become aware of his cause for complaint by 2019 when he began actively engaging with his pension and was aware of the fee levels. Exceptional circumstances did not apply despite Mr P's personal difficulties. Of the limited issues within jurisdiction (relating to the 2025 complaint about fee information), only the provision of incomplete and inaccurate information was upheld. The 1% charge between 2019-2023 was not unfair as it was a commercial decision later reviewed. The lack of advance notice of the 0.75% reduction caused no detriment. The comparison to SIPP charges was rejected as Mr P held a different product.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website