How to make a complaint 


Complaints procedure

Complaints support team member

Our process for dealing with a complaint (PDF - 153kb) is written in line with regulations laid down by the Financial Conduct Authority and we do our best to make sure that you’re kept up to date with the progress of any complaint.

Our complaints policy is available to download or read online.

Contacting us

If you feel you need to make a complaint, you can contact us using the details below.

Important
Our email system and the way we deal with data internally is secure. However, we're unable to ensure the security of emails before they reach us so please consider this and do not include any personally sensitive, financial or banking information that has not been appropriately secured.

If you have access to our online services, you may be able to log in and complete your action securely.

Complete our online form

Phone: +44 (0) 3456 081 680
Call charges will vary.

Address: Aegon Digital Solutions, Sunderland, SR43 4DL

Complete our online form

Phone: +44 (0) 3456 017 720
Call charges will vary.

Address: Platform Complaints Team, Aegon Workplace Solutions, Sunderland, SR43 4DS

Email: my.pension@aegon.co.uk

Phone: +44 (0) 3456 01 77 21
Call charges will vary.

Address: Platform Complaints Team, Aegon Workplace Solutions, Sunderland, SR43 4DS

Complete our online form

Phone: +44 (0) 345 272 0089
Call charges will vary.

Address: Aegon NBS Complaints Team, Sunderland SR43 4DP

Phone: + 44 (0) 3456 10 00 10
Call charges will vary.

Address: Aegon and Scottish Equitable Pensions and Bonds Complaints Team, Sunderland SR43 4DS

Email: LythamComplaintsMB@Aegon-Service.co.uk

Phone: +44 (0) 3456 00 14 02
Call charges will vary.

Address: Aegon Protection Complaints Team, Sunderland, SR43 4DP

Complete our online form

Phone: +44 (0) 3456 10 00 72
Call charges will vary.

Address: Platform Complaints Team, Aegon Digital Solutions, Sunderland, SR43 4DN

Complete our online form

Phone: +44 (0) 3456 04 40 01
Call charges will vary.

Address: Aegon Cofunds Complaints Team, Sunderland, SR43 4DN



Complaints publication reports

We report details of our complaints to the Financial Conduct Authority (FCA) twice a year. The table below covers our most recent report - the six-month period from 1 January 2021 to 30 June 2021.

Scottish Equitable plc report

Firm name:  Scottish Equitable plc                           
Group:  Aegon UK
Other firms included in this report:  none
Period covered in this report: 1 January 2021 - 30 June 2021
Brand/trading names covered:  Scottish Equitable, Aegon Scottish Equitable, Aegon

  Number of complaints opened by volume of business            
Product/service grouping Provision* Number of complaints opened Number of complaints closed** Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Banking and credit cards† n/a n/a n/a n/a n/a n/a n/a
Home Finance† n/a n/a n/a n/a n/a n/a n/a
Insurance and pure protection 1.15 510 511 37% 61% 43% General admin/customer service
Decumulation and pensions 1.34 3,762 3,503 22% 60% 52% General admin/customer service
Investments 5.05 106 101 27% 68% 50% General admin/customer service

*The number of new complaints per 1,000 policies in force as at 30 June 2021.

**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.

†We don’t have any products which fall into these categories.


Cofunds report

Firm name:  Cofunds Limited                        
Group:  Aegon
Other firms included in this report:  none
Period covered in this report: 1 January 2021 – 30 June 2021
Brand/trading names covered:  Aegon

  Number of complaints opened by volume of business               
Product/service grouping Provision* Intermediation (within the reporting period) Number of complaints opened Number of complaints closed** Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Decumulation and pensions 5.26 N/A 132 116 5% 57% 56% General admin/customer service
Investments 1.14 N/A 1272 1215 12% 69% 57% General admin/customer service

*The number of new complaints per 1,000 policies in force as at 30 June 2021

**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.