AVIVA pension - customer service?

bigfreddiel

In one of the Sunday papers, there was an article in the finance section, problems type page about a 72 year old person with a pension with AVIVA. He wanted to cash it in but all AVIVA kept telling him was that he needed a financial advisor to do this for him.

When the newspaper got involved AVIVA explained that the pension was an old-style one. It needs to be transferred to a modern policy that allows him to take the 25% tax free lump sum and then drawdown the rest. AVIVA told the newspaper that it highlights the benefits of using financial advice.

However it then said that the customer could transfer the pension with or without the assistance of a financial advisor.

My question is why would AVIVA change their minds?

Or do AVIVA just ignore requests from their customers as it probably suits them to do so?

Cheers fj

minty777

bigfreddiel wrote: »

In one of the Sunday papers, there was an article in the finance section, problems type page about a 72 year old person with a pension with AVIVA. He wanted to cash it in but all AVIVA kept telling him was that he needed a financial advisor to do this for him.

When the newspaper got involved AVIVA explained that the pension was an old-style one. It needs to be transferred to a modern policy that allows him to take the 25% tax free lump sum and then drawdown the rest. AVIVA told the newspaper that it highlights the benefits of using financial advice.

However it then said that the customer could transfer the pension with or without the assistance of a financial advisor.

My question is why would AVIVA change their minds?

Or do AVIVA just ignore requests from their customers as it probably suits them to do so?

Cheers fj

This.........................

dunstonh

However it then said that the customer could transfer the pension with or without the assistance of a financial advisor.

My question is why would AVIVA change their minds?

Either because the person found another scheme and Aviva would transfer it to them in that case. or they got one of their salesforce to do it (possibly waiving the advice fee because of it was in the press) or they just decided to rip up their process in this case because it was in the press.

Or do AVIVA just ignore requests from their customers as it probably suits them to do so?

The person wanted to do a transaction that the existing plan did not offer.

bigfreddiel

So if you go to the press you get your own way!

Doesn't sound very professional to me but I guess that's the way it goes these days, social media would be good as well in any position you disagree with the rules.

Thanks fj