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Review of the Aviva, Pension:

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Mindlessly bureaucratic and frustrating

Have an individual stakeholder plan which I was aware needed to be resolved before I hit 75 - it’s been with Aviva for decades. Long delays to speak to them, and advice initially very unclear. Managed on a second call to establish I could take the tax free lump sum but would need to set up a new pension arrangement for the small sum left. A tortuous call the next day to a different department left me feeling very frustrated and unsure about leaving the remaining pot with them. So, why on earth do I have to provide them details of my HMRC pension protection, tell them what I did before I retired, what I earned decades ago or even confirm my nationality.? Been with them for donkeys years but felt this was either a fishing trip for market data, or a bureaucratic tick box exercise with numerous health warnings about investments repeated endlessly. - along with telling me endlessly how I would have to manage my own pension with them. And why after decades with my bank could they not confirm my ID in their security vetting - never had that before and now leaving me in a position to have to post statements - and required in very prescribed format ( unredacted, with x many withdrawals, specified time etc etc). Then to boot a copy of the HMRC letter - why? . Needlessly detailed tick box process and very off putting. Let’s see how long it takes them to sort this out! . In contrast had a similar policy with another provider which was dealt with smoothly and effortlessly with none of this mindless bureaucracy. .Makes one wonder how easy they will be if I ( or my beneficiaries) have to address any issues with them in future.. Will see how it goes but may reconsider moving this pot when I can - left me cold! Reviewed on: 24th March 2026

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