Opening hours:
Opening times:
Monday-Friday 9.00am - 5.00pm
Saturday closed
Sunday closed
Call charges will vary.
Complaints procedure
Our process for dealing with a complaint 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.
Contacting us
If you want to complain about your Aegon experience, you can contact us using the details below.
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
Address: Aegon Digital Solutions, Sunderland, SR43 4DL
Complete our online form
Opening hours:
Opening times:
Monday-Friday 9.00am - 5.00pm
Saturday closed
Sunday closed
Call charges will vary.
Address: Platform Complaints Team, Aegon Workplace Solutions, Sunderland, SR43 4DS
Opening hours:
Opening times:
Monday-Friday 9.00am - 5.00pm
Saturday closed
Sunday closed
Call charges will vary.
Address: Platform Complaints Team, Aegon Workplace Solutions, Sunderland, SR43 4DS
Complete our online form
Opening hours:
Opening times:
Monday-Friday 9.00am - 5.00pm
Saturday closed
Sunday closed
Call charges will vary.
Address: Aegon and Scottish Equitable Pensions and Bonds Complaints Team, Sunderland SR43 4DS
Opening hours:
Opening times:
Monday-Friday 8.30am - 5.30pm
Saturday closed
Sunday closed
Call charges will vary.
Address: Aegon Protection Complaints Team, Sunderland, SR43 4DP
Complete our online form
Opening hours:
Opening times:
Monday-Friday 9.00am - 5.00pm
Saturday closed
Sunday closed
Call charges will vary.
Address: Platform Complaints Team, Aegon Digital Solutions, Sunderland, SR43 4DL
Complete our online form
Opening hours:
Opening times:
Monday-Friday 9.00am - 5.00pm
Saturday closed
Sunday closed
Call charges will vary.
Address: Aegon Cofunds Complaints Team, Sunderland, SR43 4DN
Complete our online form
Opening hours:
Opening times:
Monday-Friday 9.00am - 5.00pm
Saturday closed
Sunday closed
Call charges will vary.
Address: Aegon Platform 3, SUNDERLAND, SR43 4DP
Data protection
If you believe we haven’t processed your personal information in accordance with our data protection obligations, and that you’ve been affected by this, you can make a complaint by contacting our Data Protection Officer. You also have the right to ask us to escalate your complaint to our Group Data Protection Officer if you don’t think it’s been handled appropriately. For more information, including contact details, see our privacy notice.
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 July 2023 to 31 December 2023.
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 July 2023 to 31 December 2023
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 |
| Insurance and pure protection | 0.46 | 185 | 186 | 32% | 65% | 38% | General admin/customer service |
| Decumulation and pensions | 1.61 | 5032 | 3571 | 31% | 34% | 55% | General admin/customer service |
| Investments | 3.48 | 60 | 60 | 23% | 62% | 55% | General admin/customer service |
* The number of new complaints per 1,000 policies in force as at 31 December 2023.
** 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.
Cofunds report
Firm name: Cofunds Limited
Group: Aegon
Other firms included in this report: none
Period covered in this report: 1 July 2023 to 31 December 2023
Brand/trading names covered: 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 |
| Decumulation and pensions | 2.83 | 62 | 52 | 4% | 19% | 42% | General admin/customer service |
| Investments | 1.10 | 1030 | 807 | 9% | 32% | 53% | General admin/customer service |
* The number of new complaints per 1,000 policies in force as at 31 December 2023.
** 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.
Our complaints data
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.
We take complaints seriously and welcome the opportunity to learn from our customers’ concerns. We value your feedback and we record, evaluate and analyse this so that we can learn with a view to improving your experience with us in the future.