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You’ll find answers to commonly asked questions, as well as  support articles, documents and forms in our support section. If there’s anything else you need, please use our contact form, call, write to or tweet us.

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Contact details

General Queries

Phone: 03456 10 00 10

Calling from abroad: +44 (0)131 666 8577

For Aegon Retirement Choices (ARC), One Retirement or Protection enquiries, please use the contact details further down.

Customer Services, Aegon, Edinburgh Park, Edinburgh, EH12 9SE


Protection

General: 03456 00 14 02

Pre-submission underwriting helpline: 03457 83 54 73

Protection claims: 03456 00 04 93

Address: Aegon, Edinburgh Park, Edinburgh, EH12 9SE


Aegon Retirement Choices (ARC) and One Retirement (OR)

Phone: 03456 081 680

Address: Platform Client Services, Aegon, Edinburgh Park, Edinburgh, EH12 9SE

If you feel you need to make a complaint, you can contact us in any of the following ways:

By phone – if you don’t have the number for the specific department that dealt with your case, you can call our helpdesk on 03456 10 00 10.

By post – you can write to us at Aegon, Edinburgh Park, Edinburgh EH12 9SE.

By email – if you’d like to email us about your complaint, please use the contact form below.  If you need to attach documentation you can email us at complaintsMB@aegon.co.uk

However, 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.

You can view our complaints procedure here.

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 FCA twice a year. This table covers our most recent report - the six-month period from 1 July 2014 to 31 December 2014.

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 2014 - 31 December 2014

Brand/Trading names covered: Aegon, Aegon Scottish Equitable, Scottish Equitable

Complaints data for Aegon UK
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 348 350 99% 43%
Decumulation, life and pensions 2213 2449 89% 66%
Investments 202 229 94% 66%

*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 FCA 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 2.4 million active policies at the end of December 2014
  • We received 1.1 complaints for every 1000 active policies
  • We answered 91% of all customer complaints within 8 weeks and 77% within 4 weeks

Learning from complaints

We're commited 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.

General post-sale servicing questions

Phone: 08456 000 173 (from the UK)

           00 353 1 673 8840 (from outside the UK)

Fax: 00 353 1 673 8940

Address: Aegon Ireland plc, 2nd Floor, IFSC House, Custom House Quay, Dublin 1


New Business Applications

Address: Aegon Ireland New Business, c/o Aegon UK, Edinburgh Park, Edinburgh, EH12 9SE

If you feel you need to make a complaint, you can contact us in any of the following ways:

By phone – You can contact our Client Relations Team on 0845 6000 173

By post – you can write to us at Aegon Ireland, 2nd Floor, IFSC House, Custom House Quay, Dublin 1, Ireland 

By email – if you’d like to email us about your complaint, please send it to client.relations@aegon.ie 

However, 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.