AVIVA ENDOWMENT - They will not pay up!

matelotmax

Hi
I had a Norwich Union/AVIVA endowment which matured in Feb 2012 at only a fraction of its "assured" value [instead of £4000 I was awarded £1200!].
However AVIVA will not release the funds until I prove that I am the rightful person to receive such funds.
FACTS:
I have paid this premium for faithfully 22years.
The bank account is still extant, so they money could simply be returned.
My signature is on the endowment policy.
I still live in the property on which the endowment was taken out.

AVIVA now want certified copies of passport, driving licence & utlility bills before releasing the funds - all at my cost!
I have lodged a complaint through the Financial Ombudsman.
However in the Final response from AVIVA they show no compromise insisting on proof of ID.

8 months down the line and they still have my money, making a fat profit from it and probably from other customers too.
Does anyone here have a suggestion as to what to do next?

If I lose the complaint through the FO, I wish to take it further legally, but would appreciate how to approach this.

Oh and the irony of all this is that i only live 14 miles from the AVIVA offices!

Any help gratefully received.

Max :mad:

holly_hobby

they have a legal duty to ensure that the funds are correctly paid to the correct individual - you may feel they are being a little robust, but their thoroughness is to protect their client (you) and themselves, and there is obv a security reason why they are asking for this inc utility bills (for POR).

Why so reluctant to prove your identity to them, or is it the perceived cost of certification thats the issue ? (which has ulitmately caused the 8mth delay).

Regarding certifiying, (if they wont permit you to visit their offices with your docs, if you have already explored this ave with them), is to ask if they will accept certification from your bank, which means you can pop into your local branch with your bits, and doesn't always incur a fee (which a notary would ordinarilly apply).

FOS will reject your complaint.

Hope this helps

Holly

dunstonh

I have paid this premium for faithfully 22years.

All they know is that the premiums were paid. Not who paid them.

The bank account is still extant, so they money could simply be returned.

Using the same account they were paid into does help the process but it is insufficient by themselves as they could be paying the money to a third party who is not entitled to it.

My signature is on the endowment policy.

And they will check your current signature against the original one from 22 years ago.

AVIVA now want certified copies of passport, driving licence & utlility bills before releasing the funds - all at my cost!

This would indicate you have failed the electronic money laundering check or you have refused permission for Aviva to use it. They only ask for these things in those two cases.

I have lodged a complaint through the Financial Ombudsman.

So, instead of provided them what they ask for (which is a requirement of the money laundering guidelines which the FSA require them to follow), you have complained to Aviva and following their response you have complained to the FOS. (assuming you have complained to Aviva as you have no right of access to the FOS unless you have had a complaint submitted to Aviva first and an outcome given or 8 weeks waiting time).

8 months down the line and they still have my money, making a fat profit from it and probably from other customers too.

Most people supply what is asked.

Does anyone here have a suggestion as to what to do next?

Supply what they ask. Indeed, your refusal to supply is more likely to give rise to a suspicion and increase the reasons why they need to check.

If I lose the complaint through the FO, I wish to take it further legally, but would appreciate how to approach this.

The FOS are likely to reject your complaint as they are there to ensure FSA rules are followed. Aviva need to check identity on maturities to comply with the money laundering guidelines which are monitored by the FSA. However, I suspect you havent actually complained to the FOS yet and they have just taken notes and will forward your complaint to Aviva. The FOS may not even consider your complaint as you are effectively asking Aviva to breach FSA requirements whereas the FOS is there to ensure FSA requirements are carried out.

Forget legal action. You would be asking the judge to sanction Aviva for not breaking the law.

Oh and the irony of all this is that i only live 14 miles from the AVIVA offices!

So, even easier for you to supply the required information. Is there any reason why you are being so difficult on this?

opinions4u

I had a Norwich Union/AVIVA endowment which matured in Feb 2012 at only a fraction of its "assured" value [instead of £4000 I was awarded £1200!].

Have they explained why?

As for the rest of your post, I think you are being awkward for the sake of it. You have nothing to gain here.

Get it sorted. Provide what's needed.