'Why won't Aviva send my pension details?'

The reader couldn't elicit a response from Aviva, which sponsors Premiership Rugby - Action Plus

I am 90 and retired more than 25 years ago. My pension has been managed by Aviva since it merged with Friends Life. 

I’ve always asked the provider for information in writing stating the yearly increase in my pension for tax purposes.

This worked well until Friends Life first took over the policy about six years ago and declined to give me this information. I wrote to you and you got Friends Life to change its mind.

Now I’m having the same trouble with Aviva. It ignored two letters I wrote.

All I want is openness; to know how it has worked out my pension increases and for the taxman to be satisfied and my mind set at rest.

Please can you help again?

RP, Bucks

Although Aviva received the letter asking it to show in writing the yearly increase to your pension, it says the letter was overlooked due to an administration error.

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Aviva admits that it then failed to send a timely reply to your chaser letter.

It has now confirmed the new amount and reassured you that you will receive clarification just after the new 2019 tax year begins about the next pension payments.  

A spokesman for Aviva said: “We’re sorry we didn’t reply to Mr P as quickly as we should have done.While this was an isolated incident, this isn’t the level of service we aim to provide our customers with.”