Aviva is the company with the highest number of complaints upheld against it, data from the Financial Conduct Authority shows.
The claims relate to the second half of 2020.
According to the regulator, consumers were successful in 8,438 cases related to decumulation and pensions, and in a further 2,299 for investment products, placing Aviva at the top of the list in both categories.
In terms of pensions, Prudential was runner up with 6,045 upheld complaints; followed by Scottish Widows with 3,590; and Royal London with 2,355.
But when it came to investments, Barclays placed second with 2,028 upheld complaints; followed by Prudential (1,627); HSBC UK (1,322); and Bank of Scotland (1,098).
Aviva also topped the list for upheld insurance complaints at 101,380, but data for the category includes a high volume of claims related to payment protection insurance (PPI) which was grouped with every other type of insurance claim.
Advised of their right
An Aviva spokesperson said: “Aviva takes complaints about its customer service very seriously and we are committed to providing an excellent service for all our customers.
“Where we fail to meet customers’ expectations, our first priority is to resolve the matter as quickly as possible and to act on the feedback we receive.
“Although we aim for no complaints, the ones we get represent just 1.56 per 1,000 life policies in the UK. Where a customer still has concerns, we advise them of their right to approach the Financial Ombudsman Service.”
| Firm | Upheld pension complaints | Upheld investments complaints |
| Aviva Life | 8,438 | 2,299 |
| Prudential Assurance | 6,045 | 1,627 |
| Scottish Widows | 3,590 | 735 |
| Royal London | 2,355 | 204 |
| ReAssure | 1,594 | 773 |
| Scottish Equitable | 1,521 | 50 |
| Phoenix Life Limited | 1,353 | 336 |
| Standard Life Assurance | 1,195 | 146 |
| Phoenix Life Assurance | 759 | 167 |
| Zurich Assurance | 632 | 200 |
| St James’s Place UK | 353 | 197 |
| St James’s Place Wealth Management | 78 | 144 |
| AJ Bell | 31 | 142 |
Source: Financial Conduct Authority
