Aviva weaponizing AML to delay customers paying off loans.

Chorleywoodboy

My father took out an Aviva lifetime mortgage in December 2025 and passed away early January 2026. The money then sat in his account and was not even drawn down. I have been attempting to pay off his loan for the last 3 plus months and Aviva have been (in my opinion) using their compliance process to deliberately make it hard to repay. If they do this to everyone they must be raking in millions a month in extra interest charges.

Specifically Aviva are requesting documentation that is not required for AML and hard to get easily. It is also abundantly clear they are being paid back from the same account the money was paid into by them. I am also the executor and hold probate. Every other debt my father had I was able to pay off immediately without these Aviva delaying tactics.

I am beginning a Financial Ombudsman complaint but also wondered if this behavior is common with all companies lending money to elderly people? Imagine a normal company making it hard to pay them money. They wouldn't unless they could continue to charge daily interest.

Isthisforreal99

And you know it's not required for AML how? Do you work in that field?

What specifically are they asking for and why aren't you supplying it?

And your heading is a bit ridiculous.

sourcrates

I sympathise with your situation, but you can`t go direct to the FOS, without you first exhausting Aviva`s complaints process, only once that has completed, and you remain unsatisfied, can you escalate the matter to the FOS.

Chorleywoodboy

https://forums.moneysavingexpert.com/discussion/comment/81961097#Comment_81961097

Actually I do. AML can be simply handled by a 30 second check for a UK resident with a UK bank account. In truth it does't even legally need to be applied when the money is coming for another UK registered entity that is fully compliant.

Ridiculous heading if you are math challenged maybe: The simple fact is there are thousands of people a month trying to pay off deceased families mortgages. If each is delayed deliberately by a company putting up roadblocks while still charging interest there is an issue. The company doing so is making money via deliberate delaying tactics (hiding behind AML). Most people using probate (and not aware) would end up paying months more interest. Said company, by these tactics could be adding tens of millions to their bottom line.

Chorleywoodboy

https://forums.moneysavingexpert.com/discussion/comment/81961311#Comment_81961311

Thanks that's why I will do. By posting here I was seeing if this is common practice by lifetime mortgage companies. If it is then people need to be aware.