Aviva has said it is close to solving its problems with its faulty platform.
The provider said some of the ongoing issues users of its Aviva for Advisers have been suffering since January have now been solved completely, and "remedial activity" with its customers and advisers was underway. Other problems it expects to be resolved shortly.
Problems began when the Aviva for Advisers platform was offline for more days than originally planned in mid-January for upgrade work to allow the platform to move to FNZ Technology Service.
But the platform has been causing advisers issues into March as several services have not been available, including client reporting. Drawdown income and adviser charges have not been paid in some instances.
But today (19 March) an Aviva spokesman said: "We have made significant progress on client reporting and anticipate that these will be fully available shortly.
"The underlying faults causing issues with drawdown have been identified and fixed, and we are currently going through remedial activity with customers and advisers who were impacted. We are working through contacting affected customers to advise them of this.
"The issues causing the bulk of delays to adviser charges being paid have been identified and fixed, and the vast majority of advisers have now been paid. If advisers are still encountering problems we are working through these issues individually."
Aviva also addressed claims that client assets were being sold to pay for Aviva and adviser charges.
Financial adviser Chris Durant said: "Aviva’s excuse is that the cash accounts are in model portfolios, as they always were, but this can now not be accessed. It should be Aviva’s issue, not mine or my clients."
But the spokesman said: "The platform is designed so that cash accounts are used to meet Aviva and adviser charges. However, if there is not enough cash to pay them in full, assets are disinvested to do so."
damian.fantato@ft.com
