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Life and pensions complaints data

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Aviva Life Services UK Ltd

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

On 13 April 2015, Aviva acquired the Friends Life Group of Companies. The complaints data for Friends Life companies is now included in the overall Aviva Life Services data published on this page. Before 1 July 2017, Friends Life complaints data was reported separately.

Table of figures for the period July to December 2019

  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 0 (per 1,000 accounts) N/A 0 1 0.0% 0.0% 100% N/A
Home Finance 8.61 (per 1,000 balances outstanding) N/A 873 903 42.9% 46.3% 37.3% Delays / Timescales
Insurance and pure protection 1.63 (per 1,000 policies in force) N/A 6,626 6,449 42.5% 44.3% 44.2% Other general admin / Customer service
Decumulation and pensions 1.32 (per 1,000 policies in force) N/A 11,025 11,265 32.4% 59.1% 74.2% Delays / Timescales
Investments 3.45 (per 1,000 client accounts) N/A 5,001 4,836 36.1% 49.0% 62.3% Delays / Timescales
Credit related N/A N/A N/A N/A N/A N/A N/A N/A

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.