How to make a complaint 

Complaints procedure

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.

Complaints support team member

Contacting us

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

Important
Please note that there’s no guarantee that any email sent will be received or that it will remain private during internet transmission. So, you should avoid sending us any personal or confidential information this way.

Complete our online form

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

Address: Platform Complaints Team, Aegon, Edinburgh Park, Edinburgh, EH12 9SE

Complete our online form

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

Address: Platform Complaints Team, Aegon Workplace Solutions, PO BOX 17486, Edinburgh, EH12 1NU

Email: my.pension@aegon.co.uk

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

Address: Platform Complaints Team, Aegon Workplace Solutions, PO BOX 17486, Edinburgh, EH12 1NU 

Complete our online form

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

Address: Nationwide Complaints Team, Nationwide, PO BOX 17492, Edinburgh, EH12 1PE

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

Address: Aegon and Scottish Equitable Pensions and Bonds Complaints Team, Aegon, Edinburgh Park, Edinburgh, EH12 9SE

Email: LythamComplaintsMB@Aegon-Service.co.uk

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

Address: Protection Complaints Team, Aegon, Edinburgh Park, Edinburgh, EH12 9SE

Complete our online form

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

Address: Platform Complaints Team, Aegon, Edinburgh Park, Edinburgh, EH12 9SE

Complete our online form

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

Address: Aegon Cofunds Complaints Team, PO Box 17491, Edinburgh, EH12 1PB


Complaints publication report

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 2020 to 31 December 2020.

Firm name:  Scottish Equitable plc                           
Group:  Aegon UK
Other firms included in this report:  none
Period covered in this report: 1 July 2020 – 31 December 2020
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

1.09

479

481

33%

64%

48%

General admin/customer service

Decumulation and pensions

1.13

3,138

3,004

31%

60%

51%

General admin/customer service

Investments

3.97

87

87

33%

67%

57%

General admin/customer service

*The number of new complaints per 1,000 policies in force as at 31 December 2020

**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.