Delays causing financial hardship

near imposible to contact Aviva, two hour telephone waits are usual not an exception. Poor staff training and failure in systems to send out documentation that has been promised. Delays Delays and no empathy for customers at this terrible time. I... Read more

near imposible to contact Aviva, two hour telephone waits are usual not an exception. Poor staff training and failure in systems to send out documentation that has been promised. Delays Delays and no empathy for customers at this terrible time. I could go on but this has affected the state of my mental health. Please Please choice a company that values customer services and invests in their phone system, it and staff training .

Reviewed on 9th June 2021

Sam Newton

They try ti keep my money

Be careful when you ask to transfer your pension to another provider they refuse asking for many document like DOB certificate and etc... You need to call them many time by phone and still invent excuses to not transfer your money!!! Stay away!!!

Reviewed on 31st May 2021

Freddy

Abysmal customer service

Have just started to communicate with Aviva to access my pension. Have called free phone numbers but it can take many attempts to actually join a queue. More often than not you are told to ring back later. Once actually in the queue the long wait... Read more

Have just started to communicate with Aviva to access my pension. Have called free phone numbers but it can take many attempts to actually join a queue. More often than not you are told to ring back later. Once actually in the queue the long wait begins. Just short of an hour today. Once through, the staff are reasonable although I did not receive the letter I was supposed to have been sent after my first call. I was then told that release of money once I have returned appropriate information will be up to twenty days! There is clearly a lack of resource and archaic systems within this company. Am very disappointed.

Reviewed on 4th May 2021

David Baker

Absolute rubbish

I’ve been paying money in for 30 years and last year they took more money away from me than I paid in. Would not recommend a pension with Aviva

Reviewed on 27th April 2021

Bill Stone

Dire customer service. Truly desperate

Weeks go by before they reply to emails. Even then they're following a script and haven't got a clue. Honestly put your money elsewhere. I'm stuck with this lot as my employer insists on them but if you have the choice, anywhere is better than here.

Reviewed on 20th April 2021

Industrial_gypsy

Shocking service when requesting pension lump sum payment

I have been trying since last September to take my pension as a lump sum. They sent me the same initial pack 3 times, I had various phone calls which produced nothing, finally I was told I had to have a long detailed conversation with an Aviva agent... Read more

I have been trying since last September to take my pension as a lump sum. They sent me the same initial pack 3 times, I had various phone calls which produced nothing, finally I was told I had to have a long detailed conversation with an Aviva agent before I could be sent the necessary form to take my pension - and then when I eventually received the form and returned it in January, the money did not arrive. I am still chasing weekly and am just told each time that they will escalate it - I think they need to check the meaning of the word escalate. I had taken lump sums before Aviva took over Friends Provident, who were so much more efficient. If you are requiring your pension lump sum by a certain date, you will be in trouble if you invest with this company. The Ombudsman needs to take action and get this useless company to sort themselves out pronto.

Reviewed on 7th April 2021

jill balquin

Worse than HMRC

Have been trying for days to get hold of someone on the freephone numbers given- as I’ve been messaged to say I can’t use their online system for details on my pen... Read more

Have been trying for days to get hold of someone on the freephone numbers given- as I’ve been messaged to say I can’t use their online system for details on my pension.

Have tried for several HOURS each to get through when they say the wait is 20 minutes and then you wait over 30 minutes and are then cut off on each occasion.

Absolutely the worst insurance company I deal with and I deal with a few because of various pensions I have.

They are an absolute disgrace and I’m very close to complaining to the Ombudsman but I doubt whether they would get an answer either.

Avoid at all costs - I’ll be transferring my money as soon as I can get through so may take some time

Reviewed on 6th April 2021

Jez

Useless

Useless, tried to transfer a previous company pension into an existing company pension with Aviva. Kept asking for the same information and giving me instructions to transfer on line which didn’t tie up with anything. And then when I queried it we w... Read more

Useless, tried to transfer a previous company pension into an existing company pension with Aviva. Kept asking for the same information and giving me instructions to transfer on line which didn’t tie up with anything. And then when I queried it we would go round in the same circle again. Avoid, useless.

Reviewed on 31st March 2021

Dave Leah

Refused to pay my lumpsum payment

I am sure this is a company run by the most dishonest people. They made it impossible to claim the money that is rightfully yours. They promised from forms that never arrived, direct you to unmanned phones, complain never get any way, never return... Read more

I am sure this is a company run by the most dishonest people. They made it impossible to claim the money that is rightfully yours. They promised from forms that never arrived, direct you to unmanned phones, complain never get any way, never return calls. Dont think of joining this company you will only lose your money with no redress. The worst company I ever deal with, corporate criminals

Reviewed on 9th March 2021

Leon

CLUELESS - avoid

Despite having friendly customer service people - they are CLUELESS. I had the misfortune to attempt to transfer two pensions away. Pension 1) they transferred the incorrect amount then lost the lot - much fruitless chasing followed...several zero... Read more

Despite having friendly customer service people - they are CLUELESS. I had the misfortune to attempt to transfer two pensions away. Pension 1) they transferred the incorrect amount then lost the lot - much fruitless chasing followed...several zero responses. Huge amounts of stress. Pension 2) They tell you one thing over the phone, and 3 weeks later they email you and tell you they can't actually do what they've promised. They then supplied me incomplete information to do the alternative...

I cannot wait until I have successfully transferred away from them.

It appears the phone operators are not given access to the info they need to adequately communicate with the customers. This leads to a lot of misinformation and stress.

AVOID if you possibly can.

Reviewed on 4th March 2021

Sarsarsar

Slow patronising

Trying to take my 25 per cent tax free . May take up to 10 days to send forms by email. Compare to partner who cashed in Scottish Widows pension in less time. Talk to you as if your a helpless dolt. Go somewhere else.

Reviewed on 5th February 2021

Alan

AVIVA Refuses to Pay Pension

I have been a pension holder with Aviva for over 30 years. I am entitled to receive my pension money on turning 55, however, after completing numerous forms and calling AVIVA from Australia numerous times, I keep getting told to fill in more forms. I... Read more

I have been a pension holder with Aviva for over 30 years. I am entitled to receive my pension money on turning 55, however, after completing numerous forms and calling AVIVA from Australia numerous times, I keep getting told to fill in more forms. I have advised AVIVA I want the lump sum paid to my UK bank account at age 55 in March 2021. Alas, although I provided this declaration complete with my UK bank account details, I learn more forms are required to be completed to receive a quote, then more forms to let them know how I should spend my pension. Come on AVIVA, if you want more interest off my money, then just say so.
If you are considering AVIVA, look at the 1 STAR review.....Don't bother.

Reviewed on 2nd February 2021

c130jherc

Refusing to give me my tax free lump sum

Aviva is refusing to give me my tax free lump sum of 25% I applied after reading my options, and despite being retired, they are refusing to give me this. The first reason was because I can’t use the internet (I can, I do all my banking and i... Read more

Aviva is refusing to give me my tax free lump sum of 25% I applied after reading my options, and despite being retired, they are refusing to give me this. The first reason was because I can’t use the internet (I can, I do all my banking and investments online). Then it changed to they don’t believe I understand what I am asking for! Unbelievable. I left a comment on Facebook, which got a pretend sympathetic response, but despite me messaging twice, at their request, there has been no response. Avoid this company like the plague. We are now preparing a file for the Ombudsman. What do we save to a pension fund for? Yes, for when we retire. I am retired, and they refuse point blank to give me my money.

Reviewed on 1st November 2020

MzG

Recommend Aviva

I have two pensions, one with Aviva and the other with Scottish Widows (Clerical Medical). By comparison over the 20 year investment, sharing of information, past and current customer service and commitment, Aviva, are flawless. They are recommended.

Reviewed on 28th September 2020

Mark Radin

Simple transfer and clear website

Transferred funds into this pension some time ago and it was a smooth transition. Their returns are usually pretty good and fund managers look after the pension pot well. Clear and precise information on the website for tracking my funds all in one... Read more

Transferred funds into this pension some time ago and it was a smooth transition. Their returns are usually pretty good and fund managers look after the pension pot well. Clear and precise information on the website for tracking my funds all in one place.

Reviewed on 15th September 2020

TheBster

Bad service, no communication

As the title says, avoid this company if you want a peace of mind. Also the Portal is horrible to use and developed by chimpanzee.

Reviewed on 31st July 2020

Woolsy

Aviva portray a professional consumer focused business but the consumer experience is completely to the contrary. image

I held a Pension with Aviva and my protracted nightmare began upon maturity, just when you need support. The misguidance commenced in 2013, with obstructions in concluding my pension option. This started the ongoing theme of misinformation to me... Read more

I held a Pension with Aviva and my protracted nightmare began upon maturity, just when you need support. The misguidance commenced in 2013, with obstructions in concluding my pension option. This started the ongoing theme of misinformation to me regarding managing my policy, providing continuing inaccurate guidance and deliberate obstructions for preventing the withdrawal of my pension as a lump sum within my statutory rights during 2019. Though they managed to send me through annuity forms to retain my funds in Aviva, offering an appalling return. When I finally secured acknowledgement, after numerous time consuming phone calls, I could remove my funds as a lump sum, Aviva obstructed this by sending out incorrect forms not relating to my policy.
During August and September 2019, I persevered with many hours of my time, conducting verbal and written dialog, with a conciliatory mind-set for resolving the barrage of obsceneness portrayed by Aviva. Aviva continued to obstruct my rights for withdrawing my funds.
I have now received my funds but Aviva continued to fail to recognise the full magnitude of the suffering, distress, inconvenience and personnel financial loss I endured through Aviva’s actions. Then they proceed to carry out an internal review on my submitted grievance, though regrettably they adopted a narrow perspective on their deliberations on both events and remuneration for addressing their non alinement to defined practices. They refused to acknowledge malpractices and accept liability. I'm currently forced to take action outside Aviva to bring this awful experience to a conclusion.
I could again see I’m not an isolated case. In 2019 Aviva received 11,025 pension complains, with 74.2% being justified
I'm sharing this experience to enlighten people dealing with Aviva, of their complete lack of professionalism and integrity they have for their customers
I sincerely hope sharing this experience will guide others to review their forward plans

Reviewed on 22nd July 2020

Phil Spicer

Easy to use and kept informed

Me and my Husband have been really impressed with the service we have received since we started using Aviva so much so we have recommended them to all our family and friends .

Reviewed on 28th April 2020

Hazel Abbott

good customer service and without any hassle

Easy to setup and easy to manage

Reviewed on 27th April 2020

xavier

Champions in red tape

Trying to get my pension transferred to another provider has been like pulling hen’s teeth. Started the process in early December and still ongoing. They are requesting rafts of information going back more than 16 years - seems to me just an excuse to ... Read more

Trying to get my pension transferred to another provider has been like pulling hen’s teeth. Started the process in early December and still ongoing. They are requesting rafts of information going back more than 16 years - seems to me just an excuse to keep my money.
Keep well clear of these arrogant people !

Reviewed on 17th February 2020

Owen Edwards