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Find the right contact details for you

Find the contact details right for you

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Are you an Aegon Retirement Choices / One Retirement or Retiready Customer?

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

Emailclientsupport@arc.aegon.co.uk

Phone: +44 (0) 3456 081 680

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

Aegon Workplace Solutions (for accounts beginning A/00...)

Email: my.pension@aegon.co.uk

Phone: + 44 (0) 3456 017 720

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

Nationwide

Email: aegonipsadministration@aegon.co.uk

Phone: + 44 (0) 345 272 0089

Address: Nationwide, Aegon IPS Administration, PO BOX 17492, Edinburgh, EH12 1PE

Aegon and Scottish Equitable Pensions and Bonds

Online service: aegon.co.uk/onlineform

Phone: 03456 10 00 10

Calling from abroad: +44 (0)131 666 8567

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

Protection

General: +44 (0) 3456 00 14 02

Pre-submission underwriting helpline: +44 (0) 3457 83 54 73

Protection claims: +44 (0) 3456 00 04 93

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

Retiready

EmailRetireadyClientServices@aegon.co.uk

Phone: +44 (0) 3456 10 00 72

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

Aegon Cofunds

Email: aegoncofundsadministration@aegon.co.uk

Phone: +44 (0) 3456 04 40 01

Address: Aegon Cofunds Administration, PO Box 17491, EH12 1PB

 

Legal & General

Phone: +44 (0) 3450 26 00 03

Address: Legal & General, City Park, The Droveway, Hove, East Sussex, BN3 7PY


Complaints procedure

Our process for dealing with a complaint (PDF - 153kb)(Opens new window) 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.(Opens new window)


Contacting us

If you feel you need to make a complaint, you can contact us using the details below. Or you can complete our online form(Opens new window).

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.


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

Complete our online form(Opens new window)

 

TargetPlan
(for accounts beginning A/00...)

Phone: + 44 (0) 3456 017 720

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

You can also complete our online form(Opens new window)

 

Nationwide

Email: aegonipscomplaints@aegon.co.uk

 

Aegon and Scottish Equitable Pensions and Bonds

Complete our online form(Opens new window)

 

Protection

Email: lythamcomplaintsmb@aegon-service.co.uk

 

Retiready

Complete our online form(Opens new window)

 

Aegon Platform / Cofunds

Email: customerexperiencecomplaints@aegon.co.uk


Learning from complaints

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 at Aegon 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.


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 January 2020 to 30 June 2020.

Firm name: Scottish Equitable plc
Group: Aegon UK
Other firms included in this report: none
Period covered in this report: 1 January 2020 – 30 June 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 1.07 468 469 28.4% 69.7% 45.2% General admin/customer service
Decumulation and pensions 1.07 2,928 2,816 35.8% 52.1% 49.6% General admin/customer service
Investments 3.40 77 78 39.7% 59.0% 53.9% General admin/customer service

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