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    • I have a copy of my written report , bare with me whilst i find this out. Its not very long as AX told me to just explain the start and finish of the accident. Also, i had explained the accident to them around 50 times via the telephone before they requested a statement.   Is this diagram good enough or do you need me to draw one out ? 
    • i have put the diagrams in to a PDF so we know who is viewing them and to make it easy to zoom. should you wish to start any kind of private action against the other party we wouldn't want them to view them without becoming a member posted directly to screen means anyone can see them.   as i indicated on the other thread, i don't think you will have much if a chance of avoiding 50/50 or even worse on this it doesn't matter what the van driver did or didn't do wrong, the ins co' will have looked at the photos of your car and its damage and concluded your speed etc for the prevalent road conditions was not appropriate, esp as you live there know the road layout well and have indicated it's issues of narrow 1 lane travel .        
    • Thank you. That's very helpful. We would like the diagrams please. I understand that you have completed a written report or statement or completed a form with your account of the accident – but you haven't kept a copy for yourself. Is this correct?
    • Yes i have all the van drivers details .   I referred to ' driving slowly' to my property because the front end of my vehicle was badly damaged , the bonnet was completely cumbled- exposing the engine underneath. I drove slowly as i was scared of my car catching fire or something whilst i was inside . i drove around 2mp round the corner to my property.   It was a transit van, no passengers in the van. He had been in the area working. He lives in another city.   It was 16:25pm, no lights on any vehicles as it was day light. 
    • yes 10 is it that are still not 'accounted for' - possibly the extra 6 billion? Seems likely that despite the already identified horrendous waste of taxpayer money, failure of competence, lying and crony-ism .. the worst may be (likely is) yet to come
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    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
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    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
      I opted for mediation, and it played out very similarly to other people's experiences.
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
      Many thanks, stay safe and have a good Christmas!
        • Thanks
    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
      • 1 reply
    • Natwest Bank Transfer Fraud Call HMRC Please help. https://www.consumeractiongroup.co.uk/topic/428951-natwest-bank-transfer-fraud-call-hmrc-please-help/&do=findComment&comment=5079786
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Provident Mutual Annuity, now AVIVA, what a disgrace

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AVIVA have demonstrated the kind of shocking customer service that even BT would be ashamed of - This complaint has been running far too long now, AVIVA customer support - Pls explain why this has taken so long. I would like a reply, & an explanation, & an apology. I would never EVER deal with this ridiculous outfit as my Parents did. AVIVA pls deal.

Edited by gavva1
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You might want to email Aviva, as I have not see their rep reply recently.


[email protected]


They usually want these details


Full name

Date of birth

Post code

Policy Number

CAGlink31.gif Username so we can link your email to this post.

We could do with some help from you.



 Have we helped you ...?         Please Donate button to the Consumer Action Group


If you want advice on your thread please PM me a link to your thread

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  • 3 years later...

This is simply to get information about the Provident Mutual policies out into the wider community, since Aviva pensions staff have no idea about these policies.


If you took a policy out in the late 1980s, you will most probably have a set of "Guaranteed Annuity Rates" in the policy.


I had two policies taken out in 1986/7 but only discovered the GARs after the Labour government changed the pension rules to allow an individual to have both personal and company pension schemes.


I opted to take my first policy as an annuity in 2015, at that time there were some people in Aviva who were still competent at their job, but it still took me 5 months to get a quote for the annuity at the correct rate. Which for a single life age 60 monthly in advance with a 5 year guarantee is 9.75% (This increases to around 14% at age 65)


Last year (2016) I decided to convert the second policy to an annuity from September. Anticipating that there would be further delays, I started the process at the beginning of July (2016). Christmas came and I had not received an accurate quote for the annuity payments (based on my knowledge of the GARs in the policy) so I contacted the Ombudsman. By this time, the staff at Aviva were refusing to discuss the issues that I had with their quotes, when I tried to escalate the issue through the Aviva management line, is was simply referred back to the person who was still refusing to discuss it further.


Intervention by the Ombudsman started early in the new year and the lady there was very helpful, but it has taken until this week (2nd October 2017) to finally get the correct information out of Aviva. I have received compensation from Aviva, but I consider it to be a trivial amount given the tens of hours I have spent trying to resolve the issue and the absolutely appalling level of incompetence and rudeness received at the hands of the Pensions "Customer Disservice" team.

There has been no apology for this from Aviva and the people who perpetrated the problem.


However my main reason for coming on and discussing this is to ensure that anyone who has a provident mutual pension is aware of the GARs on the policies and the attempts by Aviva to reduce the levels of payout on these policies.


You may also be able benefit by taking lump sums from other pensions savings and making single contributions to your Provident Mutual pension (transfers-in don't qualify for the GARs) - financial advice recommended

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