Aviva Life Services UK Limited

This includes complaints about: Life & Critical Illness, Income Protection, Individual & Group Pensions, Annuities, Investments and Equity release.

Table of figures for the period July to December 2021

  Number of complaints opened by volume of business            
Product / Service grouping Provision (at reporting end period) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld * Main cause of complaints opened
Banking and credit cards 2.8 per 1,000 accounts Not applicable 7 6 16.7% 83.3% 33.3% Disputes over sums
/ charges
Home Finance 10.3 per 1,000 balances outstanding Not applicable 1,024 1,109 47.6% 50.0% 36.2% Disputes over sums / charges
Insurance and pure protection 0.9 per 1,000 policies in force Not applicable 3,273 3,405 39.2% 48.7% 47.0% Other general admin / Customer service
Decumulation and pensions 1.4 per 1,000 policies in force Not applicable 11,234 12,448 33.8% 55.2% 71.8% Other general admin / customer service
Investments 1.7 per 1,000 client accounts Not applicable 2,276 2,454 34.2% 52.2% 71.2% Other general admin / customer service
Credit related Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable

The Financial Conduct Authority ask us to report to them the percentage of complaints we close within 3 days and between 4 days and 8 weeks. This is the information you can see here.

Details of the number of cases referred to the Financial Ombudsman Service can be found at the Financial Ombudsman website.

Important information

* This represents the percentage of customers who we recognise had a valid complaint in full or part.

Brands and trading names
Aviva Life & Pensions UK Ltd, Aviva Life Services UK Ltd (also using the trading name Aviva Financial Advice), Aviva Pension Trustees UK Ltd, Aviva Wrap UK Ltd, Aviva Equity Release UK Ltd, Aviva Administration Limited, Aviva Investment Solutions UK Limited, Friends Life FPLMA Ltd.