Information about a policy

minty777

Dear aviva rep

Give a definite answer.When a customer asks for a "further review" of a complaint because the customer is'nt happy with the original reply from you,how long can the customer expect to wait for a response following the review by the service resolution team?thank you.

[Deleted User]

minty777 wrote: »

Dear aviva rep

Give a definite answer.When a customer asks for a "further review" of a complaint because the customer is'nt happy with the original reply from you,how long can the customer expect to wait for a response following the review by the service resolution team?thank you.

Hi minty777,

I appreciate you'd like a definitive answer, however I'm afraid I can't provide one.

If a customer makes a complaint and is unhappy with the decision we provide, a review can take place. The timescales involved will depend on the circumstances, and complexities of the policy. It would be down to the Customer Care team and Service Resolution team to keep you updated along the way. At this point you should have contact details for either the Customer Care team or Service Resolution team if you wanted to chase things at any point.

If you have a complaint ongoing and would like me to chase things with the relevant team for you, feel free to email in (the details I'd need and our email address are in my post from this morning in this thread).

Sorry I can't give you a specific answer, but I hope this helps somewhat.

If you email in, I'll do all I can for you.

Kind regards,

Marv
Aviva Social Media Support

minty777

minty777 wrote: »

Dear aviva rep

Give a definite answer.When a customer asks for a "further review" of a complaint because the customer is'nt happy with the original reply from you,how long can the customer expect to wait for a response following the review by the service resolution team?thank you.

Aviva_company_representative wrote: »

Hi minty777,

I appreciate you'd like a definitive answer, however I'm afraid I can't provide one.

If a customer makes a complaint and is unhappy with the decision we provide, a review can take place. The timescales involved will depend on the circumstances, and complexities of the policy. It would be down to the Customer Care team and Service Resolution team to keep you updated along the way. At this point you should have contact details for either the Customer Care team or Service Resolution team if you wanted to chase things at any point.

If you have a complaint ongoing and would like me to chase things with the relevant team for you, feel free to email in (the details I'd need and our email address are in my post from this morning in this thread).

Sorry I can't give you a specific answer, but I hope this helps somewhat.

If you email in, I'll do all I can for you.

Kind regards,

Marv
Aviva Social Media Support

Typical answer by aviva "We don't know"

will111222

I have just had a call from a very helpful person called Karen at Aviva and she took the time to explain the policy to me. Basically I have a policy that is guaranteed to pay me £3,492.32 at the age of 65. If there were sufficient funds in the pension to cover the costs I could potentially get the money earlier but as the current value is circa £13,000 this is never likely to happen. I assume the pot would need to grow to about £70k to cover 3.5k per year.

At least I know where I stand now. Its just a shame that I needed to get attention by commenting on a public forum.

xylophone

Basically I have a policy that is guaranteed to pay me £3,492.32 at the age of 65.

I suspect that you may once have been in an occupational scheme with a GMP and it was transferred to a S32 or some other form of defined benefit replacement policy with NU/Aviva.

See http://www.financialadvice.net/s32_buy_out_plan/zone/1288

will111222

I followed the link and I think it has all started to make sense to me now. I thought I had a reasonable understanding of pensions but I did not understand that I had one of these S32 schemes.

All I can can do is tight and look forward to receiving this pension in 10 years when I am 65. If I have a state pension and this small amount of pension guaranteed then I will be able to take a slightly more adventurous strategy with my SIPP.

Thanks again to everyone for the advice and information.