If there was a zero star option I would have chosen this. Aviva's administration is apalling and to be honest their management should hang their heads in shame. I had an issue with Aviva over the withdrawal of ISA funds for my elderly mother, who now resides in a care home & has dementia. I have Power of Attorney (POA) already in place with Aviva, so you would think that getting the money out and their administration care would be straightforward. Firstly the paperwork was sent to my father's flat so I got the transaction details a few days later when I went over to my Father (Just as well i do not live a long way from him). I had made it clear to Aviva when asking for the funds to be withdrawn that I was the POA. After getting their paperwork, I duly telephoned, went through their security clearance questions again and asked that the correspondence address be changed to my address. I then spent around 40 minutes on the phone to Customer Services trying to find identification for my mother that would satisfy their needs to tick their boxes so that they were satisfied my mother existed. Even though I am POA, this was not enough for Aviva, they had to tick their boxes. My Mother no longer had a valid passport or driving licence. They finally came up with documentation that would work for them, I did ask if I could speak to the division that looks at documentation and after a 5 minute wait on hold, was told that "they are not customer facing". I duly got the paperwork in place and sent the docs to them with a covering letter, again asking them to make sure that ALL CORRESPONDENCE ONLY CAME TO MY ADDRESS as my Mother was in a care home and had dementia. What they did next, so enraged me...they sent a letter to my mother at her care home to say they had changed her address and that they sent a copy of that letter to her old address (to this day I can only guess where this copy went). I was so angry at this that I put in a formal complaint over the phone (having again gone thorugh their security questions). I got a consilitary letter. I also sent a long letter to Mr Mark Wilson, their Group CEO just explaining how bad their admin was. He never responded. Finally I went to visit my Mother at her home last week and guess what... they sent another letter to my mother, this time advising the amount that had been withdrawn. They must employ robots, who cannot read and if they can read they cannot carry out instructions. I am apalled at their service.