Aviva  

Policy confusion threatens 40% IHT bill

He also said Aviva backtracking on its upheld verdict had caused more stress to the client and further dragged out the complaints process.

He said: "It is wrong that [Aviva] has several different key features documents for its stakeholder pensions, yet only makes one available on its website, without making reference to the fact that there are other key features documents for its other stakeholder pensions and that the terms differ from one stakeholder pension to another."

In its original upheld complaint response, Aviva did not offer the client any compensation but instead told Mr Wise to refer his complaint to the Financial Ombudsman Service within six months. 

Mr Wise said: "Aviva has caused distress for our client and its lack of clarity has resulted in a widow having an IHT liability of £100,000 more than it might otherwise have been. 

"Aviva’s arrogance has been illustrated by the fact that it has agreed that its literature is misleading, upholding a complaint, but it has offered no redress to our client."

He told FTAdviser that it is likely that the client will refer her complaint to the Fos.

amy.austin@ft.com

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