Ad Visor Services Ltd Pension Scheme · CAS-13773-T1H8

CAS-13773-T1H8

Ombudsman’s Determination Applicant Mr S

Scheme Ad-Visor Services Ltd Pension Scheme (the Plan)

Respondents Aviva Life and Pensions UK Limited (Aviva)

Outcome

Complaint summary

• Aviva caused delays when he transferred his benefits out of the Plan.

Background information, including submissions from the parties

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Adjudicator’s Opinion

5 PO-27336 Mr S did not accept the Adjudicator’s Opinion and the complaint was passed to me to consider. Mr S has provided the following further comments:

• Aviva did not respond to his letter dated 19 February 2018.

• Aviva may have addressed his question regarding fixed term annuities during the telephone call on 5 March 2018. However, it must have provided him with conflicting information at a later date, or he would have taken the enhanced tax- free lump sum before transferring his benefits.

• Aviva ought to have put the information he was given during the telephone call on 5 March 2018 in writing.

• Aviva failed to respond to several of his communications.

• Aviva led LV to believe there was an Earmarking Order attached to his benefits under the Plan.

• He was often on hold for twenty minutes when he telephoned Aviva before he was able to speak with someone.

Ombudsman’s decision

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Mr S should contact Aviva if he wishes to accept its offer of the additional £400. I do not uphold Mr S’ complaint.

Anthony Arter

Pensions Ombudsman 17 May 2021

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