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 1st July to 31st December 2023

  Number of complaints opened by volume of business            
Product / Service grouping Provision (at reporting end period) per 1000 PIF * 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 Not applicable Not applicable 1 1 0 100.00% 100.00% Other general admin / customer service
Home Finance 8.7 per 1,000 balances outstanding Not applicable 845 809 37.8% 55.3% 37.3% Disputes over sums / charges
Insurance and pure protection 1.0 per 1,000 policies in force Not applicable 3,754 3,968 30.7% 59.4% 51.6% Disputes over sums / charges
Decumulation and pensions 1.7 per 1,000 policies in force Not applicable 14,299 15,701 26.4% 53.5% 65.4% Disputes over sums / charges
Investments 2.7 per 1,000 client accounts Not applicable 3,105 3,356 29.7% 54.0% 67.6% Disputes over sums / charges
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

* PIF stands for policies in force.

** 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.

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