Contact us

Find the right contact details for you

Find the contact details right for you

Your policy number may also be referred to as your plan number, investor ID, wrapper number, account number or investor number

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Aegon Retirement Choices and One Retirement

For 8 digit plan numbers starting with a 7, or if you have a 6 or 8 digit investor number starting with a 2.

Aegon Retirement Choices and One Retirement login and registration

For Aegon Retirement Choices and One Retirement pension, ISA and General Investment Account customers


Online forms

Many of our processes are available online, but for those that aren’t you can now complete certain forms online and email them to us. 

See online forms available (PDF, opens in new window)

Phone: +44 (0) 3456 081 680

While phone lines remain open, we are operating reduced hours from 9am-4pm, Monday-Friday.


Sorry but we don’t recognise the policy number you’ve entered

Please check your number and try again or select the reset button above.

Aegon Platform and Investor Portfolio Service

Aegon Platform:
(Previosuly Cofunds). For investor IDs beginning with 3 and Wrapper 8.

Aegon Platform login and registration

New and existing customers can sign in to the Customer Dashboard.

 

If you don't currently have access and would like to manage your account online, you can request an activation code by completing this form.


Online forms

Many of our processes are available online, but for those that aren’t you can now complete certain forms online and email them to us. 

See online forms available (PDF, opens in new window)

Email: aegoncofundsadministration@aegon.co.uk

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. If you decide to send information in this way, you are doing so at your own risk.  

 

Phone: +44 (0) 3456 04 40 01

While phone lines remain open, we are operating reduced hours from 9am-4pm, Monday-Friday.


Investor Portfolio Service (IPS) previously provided by Legal and General

Email: aegoncofundsadministration@aegon.co.uk

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. If you decide to send information in this way, you are doing so at your own risk.


Phone: +44 (0) 3456 04 40 01

While phone lines remain open, we are operating reduced hours from 9am-4pm, Monday-Friday.


TargetPlan

For all TargetPlan account holders with accounts beginning A/00.

TargetPlan login and registration

For all TargetPlan account holders


Email: my.pension@aegon.co.uk

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. If you decide to send information in this way, you are doing so at your own risk.  

 

Phone: +44 (0) 3456 01 77 21

Our phone lines are open 9am-5pm, Monday-Friday.



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

Retiready

For Investor IDs beginning with 2 and Wrapper 7.

If your retirement savings are through your employer and you use Retiready as your online service:

Email: RetireadyClientServices@aegon.co.uk

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. If you decide to send information in this way, you are doing so at your own risk. 

 

Phone: +44 (0) 3456 081 680

While phone lines remain open, we are operating reduced hours from 9am-4pm, Monday-Friday.


If you're a Retiready product holder:

Retiready login and registration

For all Retiready account holders.


Online forms

Many of our processes are available online, but for those that aren’t you can now complete certain forms online and email them to us. 

See online forms available (PDF, opens in new window)

Email: RetireadyClientServices@aegon.co.uk

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. If you decide to send information in this way, you are doing so at your own risk. 

 

Phone: +44 (0) 3456 10 00 72

While phone lines remain open, we are operating reduced hours from 9am-4pm, Monday-Friday.


Nationwide Building Society

For Nationwide Building Society customers (previously provided via Investor Portfolio Service (IPS). For investor IDs beginning with 4 and Wrapper 9.

Nationwide Building Society login and registration

If you don't currently have access and would like to manage your account online, you can request an activation code by completing this form.


Online forms

Many of our processes are available online, but for those that aren’t you can now complete certain forms online and email them to us. 

See online forms available (PDF, opens in new window)

Email: aegonipsadministration@aegon.co.uk

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. If you decide to send information in this way, you are doing so at your own risk. 

 

Phone: + 44 (0) 345 272 0089

While phone lines remain open, we are operating reduced hours from 9am-4pm, Monday-Friday.


Aegon & Scottish Equitable Pensions and Bonds

Excluding zeros at the start, plan numbers are usually 7 or 6 digits long. Some plan numbers are prefixed with UP.

You can contact us online at:

aegon.co.uk/onlineform


Our contact form lets you:

• request a retirement settlement or take your retirement benefits;

• add or change beneficiaries;

• pay money into your plan;

• request a retirement quote and

• contact us with general queries.


Or you can sign in to the Online services login and registration for Aegon or Scottish Equitable pension and bond customers.

 

Your online account lets you:

• check out your latest yearly statement;

• view current and future plan value and contribution history;

• check your investment fund performance and

• make changes to your current fund choice.


Phone: 03456 10 00 10

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

While phone lines remain open, we are operating reduced hours from 9am-4pm, Monday-Friday.

Protection

For policy numbers beginning L01.

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

Phone lines are open 8.30am-5.30pm, Monday-Friday.


Contact us online

aegon.co.uk/onlineform (opens in new window)

 

You can use our secure online form to:

  • send us any underwriting evidence we’ve requested;
  • send us any information that may help us assess and pay a claim, and
  • contact us with general queries.

If you need to contact us, please use one of the following email addresses depending on your query:

 

Claims: claims@aegon-service.co.uk

Underwriting: protect_underwriting@aegon-service.co.uk

General enquiries: protect_support@aegon-service.co.uk

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. If you decide to send information in this way, you are doing so at your own risk.  

 

Aegon Retirement Choices and One Retirement

Investor IDs beginning with 2 and Wrapper 7, 7 digit plan numbers or 4/6 digit investor numbers.

Online forms

We’ve updated our platforms’ most frequently used forms to make it easier for you to do business with us - you can now send most completed forms to us by email without a wet signature.
 

Take a look at our guides to find out which forms have been updated as well as an overview of which processes can be completed online.

See online form options (PDF, opens in new window)

If you have any queries about using these forms , please see questions and answers.

Additional documents can be found in the Aegon document library.

Document library for ARC and ONe Retirement

You can find helpful guides to completing processes online at

Online guides for ARC and ONe Retirement

Phone: +44 (0) 3456 081 680

While phone lines remain open, we are operating reduced hours from 10am-4pm, Monday-Friday.


NOT in USE -- Aegon Retirement Choices (investor ID beginning with 2 and Wrapper 7)

Email: clientsupport@arc.aegon.co.uk

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. If you decide to send information in this way, you are doing so at your own risk. 

 

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


Phone: +44 (0) 3456 081 680


Aegon Platform

For Investor IDs beginning with 3 and Wrapper 8

Aegon Platform (Cofunds) login and registration

New and existing intermediaries can sign in to the Aegon Platform


Online forms

We’ve updated our platforms’ most frequently used forms to make it easier for you to do business with us - you can now send most completed forms to us by email without a wet signature.
 

Take a look at our guides to find out which forms have been updated as well as an overview of which processes can be completed online.

See online form options (PDF, opens in new window)

If you have any queries about using these forms , please see questions and answers.


Additional documents can be found in the Aegon Platform document library.

Document library for ARC and ONe Retirement

You can find helpful guides to completing online processes online here:

Training and resources for ARC and ONe Retirement

Email: aegoncofundsadministration@aegon.co.uk

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. If you decide to send information in this way, you are doing so at your own risk. 

 

Phone: +44 (0) 3456 04 40 01

While phone lines remain open, we are operating reduced hours from 10am-4pm, Monday-Friday.


TargetPlan

For policy numbers begin with A/00.

Email: my.pension@aegon.co.uk

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. If you decide to send information in this way, you are doing so at your own risk. 

 

Phone: +44 (0) 3456 01 77 21

Our phone lines are open 9am-5pm, Monday-Friday.


Aegon Retirement Choices and One Retirement

Investor IDs beginning with 2 and Wrapper 7, 7 digit plan numbers or 4/6 digit investor numbers.

You can find helpful guides to completing processes online at

Online guides for ARC and ONe Retirement

Email: clientsupport@arc.aegon.co.uk

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. If you decide to send information in this way, you are doing so at your own risk. 

 

Not in use -- Aegon Retirement Choices (investor ID beginning with 2 and Wrapper 7)

Email: clientsupport@arc.aegon.co.uk

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. If you decide to send information in this way, you are doing so at your own risk. 

 

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


Phone: +44 (0) 3456 081 680


Aegon & Scottish Equitable Pensions and Bonds 

Some plan numbers are prefixed with ‘UP’. Excluding zeros at the start, plan numbers are usually 7 or 6 digits long.

You can sign in to the service at Online services for Aegon or Scottish Equitable pension and bond customers. 


You can contact us on

aegon.co.uk/onlineform

Phone: 03456 10 00 10

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

While phone lines remain open, we are operating reduced hours from 9am-4pm, Monday-Friday.


Protection

For policy numbers beginning L01.

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

Phone lines are open 8.30am-5.30pm, Monday-Friday.


Contact us online

aegon.co.uk/onlineform (opens in new window)

 

You can use our secure online form to:

  • send us any underwriting evidence we’ve requested;
  • send us any information that may help us assess and pay a claim, and
  • contact us with general queries.

If you need to contact us, please use one of the following email addresses depending on your query.

 

Claims: claims@aegon-service.co.uk

Underwriting: protect_underwriting@aegon-service.co.uk

General enquiries: protect_support@aegon-service.co.uk

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. If you decide to send information in this way, you are doing so at your own risk.  

 

PlanManager

For policy numbers begin with A/00.

Email: my.pension@aegon.co.uk

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. If you decide to send information in this way, you are doing so at your own risk. 

 

PlanManager login and registration

If your workplace scheme is on TargetPlan (has a scheme number beginning A/6 digits/A)  you can manage your scheme by logging into PlanManager.


Phone: +44 (0) 3456 01 77 21

Our phone lines are open 9am-5pm, Monday-Friday.


Aegon & Scottish Equitable Pensions and Bonds 

For 5 or 6 digit pension scheme numbers.

For Aegon or Scottish Equitable pension and bond customers, you can contact us at

aegon.co.uk/onlineform

You can sign in to the service at Online services login and registration for Aegon or Scottish Equitable pension and bond customers.

 

Remember that your employees can register for online services too at aegon.co.uk/login. Our online services lets employees view their latest yearly statement, current plan value and contribution history. They can also check on their investment fund performance and make any changes to their current fund choice. 


Phone: 03456 10 00 10

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

While phone lines remain open, we are operating reduced hours from 9am-4pm, Monday-Friday.


Aegon Retirement Choices and One Retirement

For pension scheme numbers 4 digits or less, or Investor IDs beginning with 2 and Wrapper 7.

You can find helpful guides to completing processes online at

Online guides for ARC and ONe Retirement

Email: clientsupport@arc.aegon.co.uk

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. If you decide to send information in this way, you are doing so at your own risk. 

 

Phone: +44 (0) 3456 081 680

While phone lines remain open, we are operating reduced hours from 9am-4pm, Monday-Friday.


Aegon Assist

Find out more about our Aegon Assist service and the guidance they can provide.

If you need guidance on your retirement planning, give one of our associates an email.

Email: AegonAssist@aegon.co.uk

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. If you decide to send information in this way, you are doing so at your own risk.  

 

Phone: +44 (0) 3456 03 05 09

While phone lines remain open, we are operating reduced hours from 10am-4pm, Monday-Friday.


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)

You can also 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

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

 

Protection

Email: lythamcomplaintsmb@aegon-service.co.uk

 

Retiready

You can also 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.