An IFA has accused Aviva of trying to poach his client although the provider says it does not have paperwork to indicate that the client belongs to the adviser.
Aviva contacted a client of Hereward Financial Services managing director Mick Jones two weeks ago without his consent, offering an appointment to discuss retirement options for an existing pension.
When Jones questioned Aviva why it had approached his client, he was told that the case was marked as orphaned.
Jones’ firm was an appointed representative of Norwich Union between 1993 and 1995 before joining DBS. He became a directly authorised IFA in March 2005 following the demise of Network 300.
Jones requested quotes for a pension top-up in 2005 and says documents clearly state the firm’s new name, client policy details and his role as agent.
In June, Money Marketing revealed that Aviva would be reviewing the script used by call centre staff to determine if a client is orphaned following another adviser’s complaint that the firm had poached one of his clients.
An Aviva spokesman says: “Aviva does not have a letter of authority on file indicating that Hereward Financial Services is the customer’s adviser.
“However, Aviva is taking this case very seriously and is conducting a thorough investigation. The IFA channel is Aviva’s biggest and most important distribution channel and we will be happy to discuss this issue further with Hereward Financial Services to resolve this case.”
Jones says: ” I do accept that mistakes can happen but surely the salesperson who contacted my client should have asked her if she already had an IFA. My client is annoyed that ano-ther department within Aviva has been furnished with her personal details without her knowledge.”