Aviva Customer Service is APPALLING; they employ "box tickers" who do NOT listen to customers and then send out incorrect correspondence. They do not deserve one star as they are a NO STAR COMPANY. I've now made 2 FORMAL COMPLAINTS, in both instances they have sent me a cheque to keep quiet...but here is a snippet of what happened I had to make the first formal complaint last year when I tried to get funds out of my Mother's ISA savings where I had Power Of Attorney (POA) - This was to pay for her nursing care. POA was not enough for Aviva (it is for most other companies) I was made to prove my mother was still alive as I could not provide a current driving licence or passport as my Mother had not driven or travelled for well over 15 years. The whole episode was disgraceful and very upsetting. Paid £75 to keep me quiet. A second formal complaint went in earlier this month. My Mother passed away and all I was doing was advising Aviva of this and asking them to put a joint bond account into my Father's name and to change the nominated bank account for their monthly payment out to my Father's bank account. Easy you would think, in fact NatWest, Legal & General, Phoenix Life and Aldermore handled these requests easily and with compassion. NOT AVIVA....wrong information, compounded by incorrect correspondence it just went on and on and in the end, having phoned them at least 3 times and gone through their dreadful security process, I put in another formal complaint. I even copied in their Group CEO, Mark Wilson, whose address I will give you below to try and explain how bad their Customer Services was..guess what he does not respond to letters addressed to him. This time it was handed to a PR division to respond to me and a £150 to keep me quiet. Here goes - this is the address for their Group CEO - send him your complaints direct until they actually do something about their service. Mr Mark Wilson Group CEO, Aviva plc St Helens 1 Undershaft London EC3P 3DQ Tel 020 7283 2000