How do I find out more about your complaints procedures and statistics?

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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.

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.

Contacting us

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.

By email - if you’d like to email us about your complaint, please email our dedicated complaints team. If your complaint relates to One Retirement, email clientservices@one.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.

Handling complaints

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 January 2015 to 30 June 2015.

Firm name: Scottish Equitable plc
Group (if applicable): Aegon UK
Other firms included in this report (if any): None
Period covered in this report: 1 January 2015 - 30 June 2015
Brand/Trading names covered: Aegon, Aegon Scottish Equitable, Scottish Equitable

Complaint categories Number of complaints opened Number of complaints closed* Complaints closed within eight weeks** (%) Closed complaints upheld by firm (%)
Banking† n/a n/a n/a n/a
Home finance† n/a n/a n/a n/a
General insurance and pure protection 400 388 98% 40%
Decumulation, life and pensions 3,826 3,485 99% 60%
Investments 146 133 100% 59%

*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.
**Eight weeks is the FCA timescale for us to resolve a complaint. If we can’t do this, customers have the right to take their complaint to the Financial Ombudsman Service.
†We don’t have any products which fall into these categories.

Putting the numbers into context

  • We had over 2.4 million active policies at the end of June 2015
  • This means we received 1.8 complaints for every 1,000 active policies
  • We answered 99% of all customer complaints within eight weeks and 91% within four weeks

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.