Avoid Aviva - abysmal service

Nico_Sz

The worst 'customer service' I have ever experienced from any company ever.

Takes a minimum 30 minutes to speak to anyone at Aviva on the phone. They then can't offer any meaningful help without putting you into another call queue.

Absolutely zero proactivity on Aviva's part to sort out a minor issue. So you have to call back, wait on hold and start the whole process again.

Something that every other company can handle over the phone in 2 minutes has now taken a month with Aviva and still is nowhere near being resolved. I'm just going round in circles.

The FCA's Treating Customers Fairly' rules are being breached non-stop. For example:- "Don't put unnecessary barriers in the way at the point of claim or encashment". Some unhappy customers are suggesting that the abysmal service is not in fact that; it's a deliberate ploy on the part of Aviva to avoid paying out claims or allowing encashments. I am beginning to think they may be right.

I am giving serious consideration to making a county court claim to recover my money.

Aviva's TrustPilot score is: 1.4 out of 10. 78% of reviews are 1*.

Anyone reading this thinking of becoming an Aviva customer

IF YOU VALUE YOUR SANITY, DON'T GO ANYWHERE NEAR AVIVA - THE UK'S WORST COMPANY BY FAR. YOU HAVE BEEN WARNED!

dunstonh

Aviva's TrustPilot score is: 1.4 out of 10. 78% of reviews are 1*.

and there are scams with 9.5 out of 10 on trustpilot where people lose all the money they have invested. Trustpilot is unreliable as it typically overstates issues with large companies (as more people post to moan than to reward quality service) and overstates small companies and is a frequent tool used by scammers trying to make themselves look genuine.

IF YOU VALUE YOUR SANITY, DON'T GO ANYWHERE NEAR AVIVA - THE UK'S WORST COMPANY BY FAR. YOU HAVE BEEN WARNED!

Aviva has never been known for having a good quality telephone service and it does take 7-10 days answering paper requests. However, accessing money is one of its strong points.

t's a deliberate ploy on the part of Aviva to avoid paying out claims or allowing encashments. I am beginning to think they may be right.

Actually, Aviva are one of the fastest on money out transfers. The money has normally left them to the new pension provider within 48 hours of receiving the request. That is one of the few areas they excel. (this is Aviva L&P I am referring to. Not legacy Friend Life stuff). They can be much much slower if you have a hybrid plan from the 80s and 90s which are non standard and require a manual calculation to be applied to them. I have known those to take upto 2 months.

What is it that you are trying to do and what type of plan do you have?