How do I find out more about your complaints procedures and statistics?27 February 2017 Back to results
Making a complaint
Our commitment to you
We constantly strive to provide an excellent service to you, and we welcome your feedback. We're committed to dealing efficiently and effectively with complaints and we take them all seriously. However, our commitment doesn't stop there. We record, evaluate and analyse our service, so that we learn and improve.
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.
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 contact our helpdesk on 03456 10 00 10. If your complaint relates to One Retirement, please contact our Client Services team on 0345 608 2680.
By post - you can write to us at Complaints Manager, Aegon, Edinburgh Park, Edinburgh EH12 9SE.
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.
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 2016 to 31 December 2016.
Firm name: Scottish Equitable plc
Group: Aegon UK
Other firms included in this report: none
Period covered in this report: 1 July 2016 to 31 December 2016.
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|
|Insurance and pure protection||1.56*||614||636||22.6%||76.7%||52.4%||General admin/customer service|
|Decumulation and pensions||1.22*||2,253||2,351||20.8%||72.0%||66.4%||General admin/customer service|
|Investments||3.53*||105||103||11.7%||85.4%||69.9%||General admin/customer service|
*The number of new complaints per 1,000 policies in force as at 31 December 2016
**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.