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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
Aegon,
Edinburgh Park,
Edinburgh,
EH12 9SE
Aegon Workplace Solutions (for accounts beginning A/00...)
Phone:
+ 44 (0) 3456 017 720
Aegon Workplace Solutions,
PO BOX 17486,
Edinburgh,
EH12 1NU
Are you an ARC or Retiready Customer?
Aegon & Scottish Equitable Pensions and Bonds
Phone:
+44 (0) 3456 10 00 10
For website support:
03456 10 00 01
Calling from abroad:
+44 (0) 131 666 8567
Customer Services,
Aegon,
Edinburgh Park,
Edinburgh,
EH12 9SE
Nationwide
Phone:
0345 272 0089
Nationwide/Aegon,
AEGON IPS Administration,
PO BOX 17492,
Edinburgh,
EH12 1PE
Aegon Cofunds / Legal & General
Aegon Cofunds
Phone:
+44 (0) 3456 04 40 01
Aegon Cofunds Administration,
PO Box 17491,
Edinburgh,
EH12 1PB
Legal & General
Phone:
+44 (0) 3450 26 00 03
Legal & General,
City Park,
The Droveway,
Hove,
East Sussex,
BN3 7PY
Aegon Retirement Choices (ARC) and One Retirement (OR)
Phone:
+44 (0) 3456 081 680
Platform Client Services,
Aegon,
Edinburgh Park,
Edinburgh,
EH12 9SE
Retiready
Phone:
03456 10 00 72
Aegon Retirement Choices (ARC) and One Retirement (OR)
Phone: +44 (0) 3456 081 680
Address: Platform Client Services, Aegon, Edinburgh Park, Edinburgh, EH12 9SE
Aegon Workplace Solutions (for accounts beginning A/00...)
Phone: + 44 (0) 3456 017 720
Address: Aegon Workplace Solutions, PO BOX 17486, Edinburgh, EH12 1NU
Nationwide
Phone: + 44 (0) 345 272 0089
Address: Nationwide, Aegon IPS Administration, PO BOX 17492, Edinburgh, EH12 1PE
Aegon and Scottish Equitable Pensions and Bonds
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
Phone: +44 (0) 3456 10 00 72
Address: Platform Client Services, Aegon, Edinburgh Park, Edinburgh, EH12 9SE
Aegon Cofunds
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 in any of the following ways:
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)
Phone: +44 (0) 3456 081 680
Address: Platform Complaints Team, Aegon, Edinburgh Park, Edinburgh, EH12 9SE
Email: platformcomplaintsmb@aegon.co.uk
Aegon Workplace Solutions
(for accounts beginning A/00...)
Phone: + 44 (0) 3456 017 720
Address: Platform Complaints Team, Aegon Workplace Solutions, PO BOX 17486, Edinburgh, EH12 1NU
Email: platformcomplaintsmb@aegon.co.uk
Nationwide
Phone: + 44 (0) 345 272 0089
Address: Nationwide Complaints Team, Nationwide, PO BOX 17492, Edinburgh, EH12 1PE
Email: aegonipscomplaints@aegon.co.uk
Aegon and Scottish Equitable
Pensions and Bonds
Phone: +44 (0) 3456 10 00 10
Address: Aegon and Scottish Equitable Pensions and Bonds Complaints Team, Aegon, Edinburgh Park, Edinburgh, EH12 9SE
Email: complaintsmb@aegon.co.uk
Protection
Phone: +44 (0) 3456 00 14 02
Address: Protection Complaints Team, Aegon, Edinburgh Park, Edinburgh, EH12 9SE
Email: lythamcomplaintsmb@aegon-service.co.uk
Retiready
Phone: +44 (0) 3456 10 00 72
Address: Platform Complaints Team, Aegon, Edinburgh Park, Edinburgh, EH12 9SE
Email: platformcomplaintsmb@aegon.co.uk
Aegon Cofunds
Phone: +44 (0) 3456 04 40 01
Address: Aegon Cofunds Complaints Team, PO Box 17491, Edinburgh, EH12 1PB
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 2019 to 30 June 2019
Firm name: Scottish Equitable plc
Group: Aegon UK
Other firms included in this report: none
Period covered in this report: 1 January 2019 - 30 June 2019
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 | 0.82 | 347 | 342 | 28.4% | 71.1% | 49.1% | General admin/customer service |
| Decumulation and pensions | 0.99 | 2,603 | 2,475 | 40.3% | 56.8% | 54.7% | General admin/customer service |
| Investments | 2.30 | 56 | 54 | 38.9% | 61.1% | 50.0% | General admin/customer service |
*The number of new complaints per 1,000 policies in force as at 30 June 2019
**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.