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Aviva Platform whiteboard

Moving to a new technology provider with FNZ is an important step for the Aviva Platform. As you can imagine, it’s a complex delivery, and we’ve faced some challenges along the way. But we’re confident the new platform will soon make it faster and easier for you to do business. In the meantime, we thank you for bearing with us.

If you have an issue that isn't highlighted, please visit our FAQs, contact  or your usual Aviva consultant.

Quote and apply

Description Interim process  Target fix date Last updated
Top up/What if illustrations are currently unavailable Please produce a new business quotation until resolution of the problem.   w/c 24th September  20th August



Description Interim process Target fix date  Last updated
The Capital Gains Tax report is currently providing incorrect information As an interim measure we have removed the use of the tool. Although the functionality is disabled, please note that it will appear as if the report can be requested on the platform, and that its generation is pending. We are working with FNZ to resolve the fund data issues and hope to have a fully functional tool soon.


w/c 24th September


 20th August


Client report is now available and we're working towards ensuring:


  • Initial advice charges are showing on all reports
  • Assets that have generated income on pre-migration transactions are visible on the income page.
w/c 24th September

 24th August



Description Fix date
All back office systems are experiencing a problem with valuations from Aviva where the holding includes model portfolios and some Discretionary Fund Managers. 16 February
There are some issues with payment of initial advice charge to a limited number of firms. We are looking at this issue as a priority and will make any outstanding payments by COB 14 February. 21 February
Core discount is now pulling through on all quotes. 22 February
Pension transfer and regular contributions can be quoted and applied for simultaneously within the same application. 22 February
Valuations to Dynamic Planner.
23 February
Platform client search showing intermittent issue. 26 February
At migration, any cash held outside of a model was automatically swept into model cash. This has impacted clients being disinvested to fund charges/withdrawals. 28 February
Deposits into and withdrawals from a model portfolio are currently being applied disproportionately. 01 March
There are some instances where clients have not received their payments due on 9 February. 05 March
Some advisers are encountering issues opening remuneration statements due to a file formatting issue. 07 March
There are delays to disinvestment which has resulted in a delay to adviser fees being paid. We're looking to resolve this as a priority. 15 March
Client report is currently not available. We expect to resolve this shortly. 22 March
Some advisers are unable to access model portfolios which they previously had access to. 22 March
Some users are unable to create a model portfolio and are receiving the following error message:
“We are sorry, there has been an error on the site. Please contact our support quoting the error number: XXXXXX”. 
22 March
For some DIM and adviser portfolios multiple versions with differing charges exist.  03 April 
"Quick add” within asset selection screens not pulling through all available models.  03 April 

There was an issue where some Bed & ISA instructions failed, and contributions were not being made into the ISA Portfolio.


05 April 
We incorrectly paid a number of advisers for January, paying out more than the adviser charges due. We’ll start recovering these additional payments from March.  10 April
Tax relief not being applied correctly: There are some cases (with direct debits, employer and employee contributions) where tax relief hasn't been applied correctly. 16 April
When allocating assets on the model portfolio quote, an error message will appear if a decimal place is used (i.e. 5.2%) stating that the allocation does not add up to 100%.  17 April
 All historic correspondence is now on the Aviva Platform.  02 May
The critical yield calculation is now live on the platform illustration.  03 May
Following a model re-balance a small number of client accounts are showing duplicate funds both inside (correctly) and outside the model.  08 May
We are aware of a small number of Bed & ISA trades failing in the previous tax year.These have now been resolved. 21 May
In some instances tax relief is not being applied to regular contributions. Work has been completed to add tax relief to contributions made post migration for all affected accounts on the 5th April, investment of the tax relief on these accounts is now also complete. 21 May 
Cash within a model impacting weighted average charge. If cash is held within a model it is not currently being included when calculating the weighted average charge for the model. This is over inflating the average weighted charge. 21 May
There are currently some issues with phased income where clients are impacted by delays to their payments. 21 May
MiFID ll - 10% portfolio drop. Due to an error you may have received a notification to say your customer’s portfolio had dropped in excess of 10%.This functionality was introduced as part of MiFID ll but in this instance a number of accounts were incorrectly included in this notification, no communications to customers were sent. 21 May
Phased drawdown illustrations - We're aware that these illustrations are not currently available, but we are working to resolve this issue.  04 June
When switching clients between models an error message may appear where clients have regular payments in place.  19 June
Due to currently being unable to view payslips, advisers can't view client tax codes. 6 July  
There are some instances where clients are not receiving their Natural Income, we are currently working through the backlog to resolve this as an urgent priority  5 Sept
 Where natural income is generated from within a model portfolio, advisers are currently unable to elect to have this paid out, with the cash instead being held within the model  5 Sept

Additional information

Description Information
 ISA transfers Where advisers have keyed transfers to go into funds, the platform is applying it straight to cash. Any ISAs sitting in cash have been processed. Where advisers have taken action we will review the account before any further action is taken. We will make sure no customers are disadvantaged by any delay.
Bank Holiday process for adviser charging and remuneration statements. Where a Bank Holiday falls on a Monday, the platform will pull the remuneration fee calculation and statement run process back one business day (to Friday). This means that adviser charge fees will be calculated for Tuesday-Friday (and not Tuesday-Monday as usual) and statements will be generated on Saturday morning. BACS payments will be triggered on the Tuesday following the Bank Holiday Monday, as usual, and paid from Thursday to adviser bank accounts.
The following week’s remuneration calculation and statement run will therefore cover the period Saturday (before the Bank Holiday) to the following Monday due to the previous week’s truncated calculation.  BACS file triggered will be triggered on the Tuesday for payment from Thursday as normal.
CHAPS payments may be unsuitable for pooled accounts due to some banks requiring specific customer details in order to allocate to the correct customer. Select BACS as method of payment
Transfer tracker To get updates on your clients transfer in to Aviva, the transfer tracker is a useful tool that can be accessed via the Platform Services tab. This tracker will give you live updates on the status of your clients transfer, giving you the most up to date position.
Change in banking partner to HSBC

As part of our migration to the FNZ platform we have changed our banking partner from RBS to HSBC.  We no longer accept payments to RBS and payments will be returned.  Please ensure the following HSBC accounts are used for future payments: 


For Pension Portfolio payments in (excluding transfers):

Aviva Pension Trustees UK Limited Client Money Collection 
Sort code: 40-02-50 
Account number: 01357689

For Pension Portfolio transfers in:

Aviva Pension Trustees UK Limited Client Money Transfer 
Sort code: 40-02-50 
Account number: 21357719

Investment Portfolio and ISA Portfolio payments in (excluding transfers):

Aviva Wrap UK Limited Client Money Collection 
Sort code: 40-02-50
Account number: 21357735

Investment Portfolio and ISA Portfolio transfers in:
Aviva Wrap UK Limited Client Money Transfer 
Sort code: 40-02-50
Account number: 61357751

Where a client is receiving phased income and the due date falls on a non-working day the income will be paid on the next available working day. 

For example if a payment is due on 21st April 2018, which falls on a Saturday, the payment will go out on the 23rd April 2018, the following Monday.

Please note: This only occurs on phased income payments, all other income types where the due date falls on a non-working day will pay earlier on the last working day before the due date.

Clients trying to use their legacy account numbers are unable to register on MyAviva.
 You can find your client's new AV2xxxx account number by going into 'Platform Services', and generating a 'client by adviser report' under 'Business reporting'.
Client access on MyAviva. 
If you have a client who experiences a problem please refer them to the helpline:

0808 1010860 

Corporate clients, trustees, clients through adviser-branded access and Power of Attorney clients require a different access for MyAviva. 
For these clients please contact Platform Services to request access:
0800 056 2026 

 Training support  Visit the platform migration hub for any training support, including 'How to' videos.
Crystallisation requests failing when some/all of the holdings are to be crystallised without selling them to cash We are able to manually deconstruct models in order for these crystallisations to be processed. Once the crystallisations are done, we then manually reconstruct the model so clients are in the correct position.

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WA03446 07/2018