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Patrick L

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Review of the Aviva, Pension:

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'Heritage' Pensions - Wet Signatures and Pony Express

Both myself and my wife have pensions with Aviva, mine through a company pension my wife a self purchased AVC with then Norwich Union. As over 55 we decided to liquidate both to pay off our mortgage. I rang to be told 5 days for docusign and 10 days to receive the funds, great (although still in the first stage so fingers crossed). Day after my wife calls and because it is a 'heritage' policy it will take 8 weeks, which includes the need for wet signatures and postal communication. I was told the 'back office' deal with new enquiries in date order and therefore an initial email to establish we would like to take the pension (we would need to print sign and post back) and move to the next stage could take up to 3 weeks. It does feel it is designed to not give you your money but I fear it is worse than that and is pure incompetence. I'm only in week 1 of the process so will update and improve my review if things go better than expected! Reviewed on: 25th May 2025

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