Aviva - Endowment Delay Excuse

Ndarbyshire

Can anyone help please, we have been trying to get aviva to pay our endowment policy for the last three years.
they gave us every excuse possible then never rang us back we then went to to ombudsman who have fined them twice for not payment but we still haven’t received a penny.
so the policy matured years ago.
can we take them to court or what would the next step me after the ombudsman . 

We are desperate now.
any advice or help would be really appreciated . 

Ndarbyshire

The policy was paid into for the full 15years 

kingstreet

Surely you were given some indication of the problem? Joint and only one person trying to claim maturity proceeds?

Ndarbyshire

It started with them saying the forms had gone to our old address, we had been moved into our new house 7 months even though the endowment statement and my husband pension statements came to the right address.
then as the policy started in my husbands and his ex wife’s name they couldn’t find the form with her signature on so say she had no claim on it as the divorce settlement.
The solicitor resent the paperwork which they acknowledge and said he would receive the payment with in the next 2 months.
after months of calls with the someone will call you back we contacted the ombudsman -
we sent a copy of all emails , letters and statements we had.
they told us not to contact them now they were involved. 

It’s causing my husband so much frustration.

I thought I would post on here for any advice or help I can get more details off my husband when I’m home from work. 

dunstonh

they gave us every excuse possible then never rang us back we then went to to ombudsman who have fined them twice for not payment but we still haven’t received a penny.

The FOS have no ability to fine anyone.   

can we take them to court or what would the next step me after the ombudsman . 

Court is the next action if all else fails.  

after months of calls with the someone will call you back we contacted the ombudsman -
we sent a copy of all emails , letters and statements we had.
they told us not to contact them now they were involved. 

And what was the real response from the FOS?

And what is the current issue that is holding it up?

Ndarbyshire

Really that’s what he said so they can’t fine a company for none payment , I think I should  double check what my husband said with regards to the responses from the ombudsman 
I could have got it wrong, we will talk tonight so I can get the full notes and replies from fos

many thanks for your reply any advice Is  appreciate 

dunstonh

Really that’s what he said so they can’t fine a company for none payment , I think I should  double check what my husband said with regards to the responses from the ombudsman 

Nope, they have no ability to fine a company.  The FOS is an independent arbiter of complaints.   It looks at both sides, and if the company has done wrong, it tells the company how they should put it right.  It cannot fine them.   The only bodies that can fine a financial services company are the Financial conduct authority, the Prudential Regulation Authority (where applicable) or the courts.

The FOS can award an inconvenience payment.  e.g.  ".....you should have done this but as it took you a year longer to do it you should pay the policyholder £150 for inconvenience for the phone calls, repeated postage etc"

JDarbyshire

Thanks for your replies , the ombudsman have advised me that there is no reason for them not to pay out, after months / years of ringing , emailing , re sending paperwork and still no settlement , they recommended I reported them to the FCA who have disciplined and fined them but this is now probably 2 or 3 years ago possibly longer. 

They did mention a compensation award for distress and inconvenience and interest but it seems to be taking forever to get any information.

The main reason they are telling me is that my ex wife is still on the policy, even though when we were divorced on our settlement she signed to say that she had no claim to the endowment. All this information has been given to them multiple times.

I’ve had no contact with my ex for over 20 years.

It’s causing me a lot of stress and anxiety so any advice you can give us would be much appreciated.

I was previously advised not to contact Aviva directly because they were dealing with it, but now I’m just stuck in limbo, so in your opinion would I be ok to contact them ???

Many Thanks 

Ndarbyshire

Thanks my husband has left the correct information above if you have any advice please on how to take it further 

FlimFlam01

contact the guy at the Daily Mail who deals with this kind of stuff - Steve Webb.

Ndarbyshire

contact the guy at the Daily Mail who deals with this kind of stuff - Steve Webb.

It’s worth a try thank you