Our staff pensions go through Aviva but they never...

Our staff pensions go through Aviva but they never mentioned that they take a week to take payments once we authorise them. A week. So we missed a deadline and suffered a fine from the regulator. When I complained they tell me that "everyone knows these things take a week". Then they investigated our complaint themselves and exonerated themselves and tell me there is no appeal to an independent body. There is a Latin expression used in insurance uberrimae fidei - utmost good faith. I recommend that you do not put your faith in these people