Our complaints data
We take complaints seriously at AEGON and welcome the opportunity to learn from our customers’ concerns. You can find out more about our level of recent complaints and how we dealt with them below.
We’re committed to giving all our customers a high standard of service, but we know that sometimes we don’t get things right. When this happens, we aim to deal with all complaints in a fair, efficient and effective manner.
Complaints publication report
We report details of our complaints to the Financial Services Authority (FSA) twice a year. This table covers our most recent report - the six-month period from 1 July 2011 to 31 December 2011.
Firm name: Scottish Equitable plc
Group (if applicable): AEGON UK
Other firms included in this report (if any): None
Period covered in this report: 1 July – 31 December 2011
Brand/Trading names covered: AEGON, AEGON Scottish Equitable, Scottish Equitable
| Complaint categories | Number of complaints opened | Number of complaints closed* | Complaints closed within eight weeks** (%) | Closed complaints upheld by firm (%) |
|---|---|---|---|---|
| Banking† | n/a | n/a | n/a | n/a |
| Home finance† | n/a | n/a | n/a | n/a |
| General insurance and pure protection | 485 | 489 | 97.6% | 39.5% |
| Decumulation, life and pensions | 2,384 | 2,429 | 98.2% | 66.7% |
| Investments | 130 | 129 | 98.5% | 56.6% |
*The number of complaints resolved may be greater than the number received as some of those resolved may have been received in the preceding reporting period.
**Eight weeks is the FSA timescale for us to resolve a complaint. If we can’t do this, customers have the right to take their complaint to the Financial Ombudsman Service.
†We don’t have any products which fall into these categories.
Putting the numbers into context
We had over 2,250,047 live policies and plans at the end of December 2011 and received 2,999 reportable complaints in the second half of 2011. This means we received around one complaint for every 750 live policies and plans. We upheld 1,887 reportable complaints in this time, which is equal to one for every 1,192 live policies and plans.
Learning from complaints
We’re committed to treating our customers fairly and will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future. If you have a complaint, please contact us.
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