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More detail

Each chapter in the main report from the policyholder advocate, Clare Spottiswoode CBE, is underpinned by a more extensive appendix which appears here. A number of the chapters are informed by more than one appendix and some have been provided by Aviva. Where more than one appendix appears under a specific section number, those which are followed by the letter ‘A’ are provided by Aviva, and those followed by the letter 'B' are provided by the Office of the Policyholder Advocate or its advisers.

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