Frustrating experience with Aviva's pension customer service

Achillesfoot

I’m very disappointed with the poor level of customer service I’ve received from Aviva regarding a simple pension query.

I called to request a tax-free withdrawal of 25 percent across three pension policies. I explained clearly that I wanted to take 100 percent from one of the smaller, underperforming policies and then withdraw the remainder from one of the other two. It was a basic administrative request. I was not asking for financial advice, just help calculating what amount I could withdraw after removing one policy from the total.

The first agent I spoke with did not assist, so I asked for a manager. Unfortunately, the manager was equally unhelpful and dismissive. Despite offering them the exact values of my policies, they simply told me to decide how much I wanted to withdraw, without helping me determine what I was actually allowed to take.

No one suggested a sensible option such as merging the smaller, underperforming policy into one of the other two, which might have made the process much simpler.

What made things even more confusing is that the customer service team dealing with two of the policies (TK and DS) did not have access to any information about my third account (AV). It felt like I was speaking to two different companies, needing to call each one separately to deal with different parts of my pension. This separation added unnecessary complexity and frustration to an already stressful situation.

Since that initial call, I have tried multiple times to get help, waited on hold for long periods (once for over an hour), and spoken to various agents, many of whom seemed unwilling or unable to help. The entire experience has felt fragmented and careless.

This experience has left me feeling unsupported and uncertain about making the right decision with an important financial matter. I expected much better from a company managing something as significant as pensions.

Dazed_and_C0nfused

Achillesfoot said:

I’m very disappointed with the poor level of customer service I’ve received from Aviva regarding a simple pension query.

I called to request a tax-free withdrawal of 25 percent across three pension policies. I explained clearly that I wanted to take 100 percent from one of the smaller, underperforming policies and then withdraw the remainder from one of the other two. It was a basic administrative request. I was not asking for financial advice, just help calculating what amount I could withdraw after removing one policy from the total.

The first agent I spoke with did not assist, so I asked for a manager. Unfortunately, the manager was equally unhelpful and dismissive. Despite offering them the exact values of my policies, they simply told me to decide how much I wanted to withdraw, without helping me determine what I was actually allowed to take.

No one suggested a sensible option such as merging the smaller, underperforming policy into one of the other two, which might have made the process much simpler.

What made things even more confusing is that the customer service team dealing with two of the policies (TK and DS) did not have access to any information about my third account (AV). It felt like I was speaking to two different companies, needing to call each one separately to deal with different parts of my pension. This separation added unnecessary complexity and frustration to an already stressful situation.

Since that initial call, I have tried multiple times to get help, waited on hold for long periods (once for over an hour), and spoken to various agents, many of whom seemed unwilling or unable to help. The entire experience has felt fragmented and careless.

This experience has left me feeling unsupported and uncertain about making the right decision with an important financial matter. I expected much better from a company managing something as significant as pensions.

Personally I think you are veering into the "advice" area and Aviva are unlikely to be in a position to give you advice.  Or are they your advisor as well as being the pension provider?

Irrespective of that though I suspect you have completely confused them by asking for something that just isn't possible.

You cannot pick and choose where you want the 25% to come from.  Assuming these are simple DC pots it is 25% of each pension.  You cannot take 100% from as a TFLS.

If you want to make lift easier you could probably amalgamate them.  But that will take time to sort first.

Is there any reason you don't want to take 25% TFLS from each one?
NB.  That is not a recommendation, just a question!

Finally it isn't really the "pension" that underperforms, it's the funds you have chosen to invest in that would be underperforming.  Have you considered changing to different funds if you are unhappy with your original choice(s)?

Marcon

Achillesfoot said:

I’m very disappointed with the poor level of customer service I’ve received from Aviva regarding a simple pension query.

You're confusing the boundaries between customer service and financial advice.

I called to request a tax-free withdrawal of 25 percent across three pension policies. I explained clearly that I wanted to take 100 percent from one of the smaller, underperforming policies and then withdraw the remainder from one of the other two. It was a basic administrative request. I was not asking for financial advice, just help calculating what amount I could withdraw after removing one policy from the total.

You can't do what you think you can do - so it isn't a basic administrative request, it's a non-starter.

The first agent I spoke with did not assist, so I asked for a manager. Unfortunately, the manager was equally unhelpful and dismissive. Despite offering them the exact values of my policies, they simply told me to decide how much I wanted to withdraw, without helping me determine what I was actually allowed to take.

That's not for them to say. 

No one suggested a sensible option such as merging the smaller, underperforming policy into one of the other two, which might have made the process much simpler.

Correctly so, because that would constitute financial advice.

What made things even more confusing is that the customer service team dealing with two of the policies (TK and DS) did not have access to any information about my third account (AV). It felt like I was speaking to two different companies, needing to call each one separately to deal with different parts of my pension. This separation added unnecessary complexity and frustration to an already stressful situation.

The stress isn't of Aviva's making....

Since that initial call, I have tried multiple times to get help, waited on hold for long periods (once for over an hour), and spoken to various agents, many of whom seemed unwilling or unable to help. The entire experience has felt fragmented and careless.

This experience has left me feeling unsupported and uncertain about making the right decision with an important financial matter. I expected much better from a company managing something as significant as pensions.

I'm afraid your expectations, and regulatory requirements, are very much at odds here.

'Decisions' are down to the customer, who then needs to give the provider an instruction to action/implement. Unless you have appointed Aviva to give you financial advice, their hands are tied. Your references to 'being unhelpful' is a phrase which appears regularly on this forum, and often means that the person complaining has simply not understood the ridiculously complex and restrictive strictures imposed on providers by the regulators.

Understanding a bit more would help you reach a decision - perhaps a free appointment with PensionWise: https://www.moneyhelper.org.uk/en/pensions-and-retirement/pension-wise They can't give advice, but a chat with them should help you get to grips with your options.

NoMore

While I agree with Marcon and Dazed, it does demonstrate the advice gap that a lot of people have. They just don’t understand their options when drawing pensions. I’m surprised that Aviva didn’t at least direct them towards pension wise, which was specifically set up to help people understand their options without straying into regulated advice

 https://www.moneyhelper.org.uk/en/pensions-and-retirement/pension-wise

Dazed_and_C0nfused

NoMore said:

While I agree with Marcon and Dazed, it does demonstrate the advice gap that a lot of people have. They just don’t understand their options when drawing pensions. I’m surprised that Aviva didn’t at least direct them towards pension wise, which was specifically set up to help people understand their options without straying into regulated advice

 https://www.moneyhelper.org.uk/en/pensions-and-retirement/pension-wise

Good point.  I suspect Aviva could have handled this far better than they appear to have done, even if that was just to point the op elsewhere for assistance.

wjr4

NoMore said:

While I agree with Marcon and Dazed, it does demonstrate the advice gap that a lot of people have. They just don’t understand their options when drawing pensions. I’m surprised that Aviva didn’t at least direct them towards pension wise, which was specifically set up to help people understand their options without straying into regulated advice

 https://www.moneyhelper.org.uk/en/pensions-and-retirement/pension-wise

I am 99% sure they would have done this. 

dunstonh

I called to request a tax-free withdrawal of 25 percent across three pension policies. I explained clearly that I wanted to take 100 percent from one of the smaller, underperforming policies and then withdraw the remainder from one of the other two. It was a basic administrative request. I was not asking for financial advice, just help calculating what amount I could withdraw after removing one policy from the total.

Actually, its not a simple administrative request.  You are asking to facilitate drawdown across the 3 plans.

The first agent I spoke with did not assist, so I asked for a manager. Unfortunately, the manager was equally unhelpful and dismissive. Despite offering them the exact values of my policies, they simply told me to decide how much I wanted to withdraw, without helping me determine what I was actually allowed to take.

Their actions are correct.    They do not hold the regulatory permissions to give advice or an opinion.    They take instructions from you or your financial adviser.

No one suggested a sensible option such as merging the smaller, underperforming policy into one of the other two, which might have made the process much simpler.

Good.  It shows they are acting correctly within their permissions.  

What made things even more confusing is that the customer service team dealing with two of the policies (TK and DS) did not have access to any information about my third account (AV). It felt like I was speaking to two different companies, needing to call each one separately to deal with different parts of my pension. This separation added unnecessary complexity and frustration to an already stressful situation.

They wouldn't have information.   Policies starting AV are held on the Aviva platform.   Policies with TK are Aviva Life & pensions.   Same logo but different companies within the group.   The plans are on completely different software operating out of different locations.

This experience has left me feeling unsupported and uncertain about making the right decision with an important financial matter. I expected much better from a company managing something as significant as pensions.

You appear to have a misunderstanding of what they are allowed to do.     
The product provider cannot give advice or opinion unless they have advice permissions and advisers.   Most product providers do not.  
The product provider takes instructions from you or your adviser.   

You are free to DIY but it is your responsibility to know what you are doing if you do so.  The provider will give risk warnings and tell you if they can't do it but they cannot offer advice or opinion.   That is for you to decide if you DIY or your adviser to decide if you use one.

I’m surprised that Aviva didn’t at least direct them towards pension wise, which was specifically set up to help people understand their options without straying into regulated advice

They do (as do all providers).  However, it is up to the individual to decide whether they use it or not.

Marcon

Dazed_and_C0nfused said:

NoMore said:

While I agree with Marcon and Dazed, it does demonstrate the advice gap that a lot of people have. They just don’t understand their options when drawing pensions. I’m surprised that Aviva didn’t at least direct them towards pension wise, which was specifically set up to help people understand their options without straying into regulated advice

 https://www.moneyhelper.org.uk/en/pensions-and-retirement/pension-wise

Good point.  I suspect Aviva could have handled this far better than they appear to have done, even if that was just to point the op elsewhere for assistance.

In what way? They have acted entirely correctly, and as others have already said, will have suggested PensionWise - but a confused and distressed customer (as OP clearly is) doesn't always have the most receptive ears. 

Achillesfoot said:

I expected much better from a company managing something as significant as pensions.

One of the many problems with pensions is that it isn't always easy to formulate the 'right' question, let alone understand the answer - and so the sense of frustration and anger builds...especially when customer expectations are so wide of the mark.

dont_use_vistaprint

Achillesfoot said:

I’m very disappointed with the poor level of customer service I’ve received from Aviva regarding a simple pension query.

I called to request a tax-free withdrawal of 25 percent across three pension policies. I explained clearly that I wanted to take 100 percent from one of the smaller, underperforming policies and then withdraw the remainder from one of the other two. It was a basic administrative request. I was not asking for financial advice, just help calculating what amount I could withdraw after removing one policy from the total.

The first agent I spoke with did not assist, so I asked for a manager. Unfortunately, the manager was equally unhelpful and dismissive. Despite offering them the exact values of my policies, they simply told me to decide how much I wanted to withdraw, without helping me determine what I was actually allowed to take.

No one suggested a sensible option such as merging the smaller, underperforming policy into one of the other two, which might have made the process much simpler.

What made things even more confusing is that the customer service team dealing with two of the policies (TK and DS) did not have access to any information about my third account (AV). It felt like I was speaking to two different companies, needing to call each one separately to deal with different parts of my pension. This separation added unnecessary complexity and frustration to an already stressful situation.

Since that initial call, I have tried multiple times to get help, waited on hold for long periods (once for over an hour), and spoken to various agents, many of whom seemed unwilling or unable to help. The entire experience has felt fragmented and careless.

This experience has left me feeling unsupported and uncertain about making the right decision with an important financial matter. I expected much better from a company managing something as significant as pensions.

I find the Aviva online chat via the app much more helpful and quick quicker than phone calls.


you need to remember that they charge for advice so you won’t get any advice for free talking to them. You have to book a call with the advisor, you will get a initial free call but it’s not much you said just trying to upsell financial advice

Overall I’ve been very happy with the Aviva customer service. They action requests efficiently and give you all the information you need about your policies and available features of the platform, and the price is good, I’m currently paying 0.39 flat fee and no other charges & they support all the expected types of access to your money

Rich1976

How are people supposed to know what a pension provider can and can’t do? To anyone not in the know it does appear a simple request. I can understand why the OP is frustrated that they can’t do what they consider to be a reasonable request and that the helpline couldn’t find one policy because as it turns out it is operated by another part of Aviva. If everything is on Aviva headed paper then you would expect everything to be viewable by customer services.

Marcon

Rich1976 said:

How are people supposed to know what a pension provider can and can’t do? To anyone not in the know it does appear a simple request. I can understand why the OP is frustrated that they can’t do what they consider to be a reasonable request and that the helpline couldn’t find one policy because as it turns out it is operated by another part of Aviva. 

Same way you'd learn about anything you knew little about.

Reading the information on the provider's website, in their literature and listening to what they were being told when they rang - not to mention a lot of information generally available in all forms of media - wouldn't be a bad start. OP's post suggests they continued to bang their head on the same brick wall, regardless of the fact they were getting the same result every time.

Or you take advice - from someone appointed to give you advice - or seek guidance from PensionWise or similar. As pointed out above, Aviva will have mentioned this as a matter of routine.

Rich1976 said:

If everything is on Aviva headed paper then you would expect everything to be viewable by customer services.

Completely agree - but it was explained to OP that wasn't the case (no idea if Aviva explained why, but that doesn't alter the fact they gave correct information).