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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
For website support: 03456 10 00 01
Calling from abroad: +44 (0)131 666 8567
Address: Customer Services, 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
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 – using our online form above. 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(Opens new window)(Opens new window).
Our complaints policy is available to download or read online(Opens new window).
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 Financial Conduct Authority (FCA) twice a year. This table covers our most recent report - the six-month period from 1 July 2018 to 31 December 2018.
Firm name: Scottish Equitable plc
Group: Aegon UK
Other firms included in this report: none
Period covered in this report: 1 July 2018 to 31 December 2018.
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 | 0.70 | 293 | 311 | 26.4% | 71.7% | 46.0% | General admin/customer service |
| Decumulation and pensions | 0.82 | 2,089 | 2,082 | 42.9% | 53.9% | 56.4% | General admin/customer service |
| Investments | 2.40 | 61 | 67 | 44.8% | 52.2% | 74.6% | General admin/customer service |
*The number of new complaints per 1,000 policies in force as at 31 December 2018
**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.
Learning from complaints
We’re committed 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.