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 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 procedure

Our process for dealing with a complaint 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 want to complain about your Aegon experience, you can contact us using the details below.

Our email system and the way we deal with data internally is secure. However, we're unable to ensure the security of emails before they reach us so please consider this and do not include any personally sensitive, financial or banking information that has not been appropriately secured.

If you have access to our online services, you may be able to log in and complete your action securely.

Complete our online form

Phone: 

Opening hours:

Opening times:
Monday-Friday 8.30am - 5.30pm
Saturday closed
Sunday closed

Call charges will vary.

Address: Platform Complaints Team, Aegon Digital Solutions, Sunderland, SR43 4DL

Complete our online form

Phone: 

Opening hours:

Opening times:
Monday-Friday 8.30am - 5.30pm
Saturday closed
Sunday closed

Call charges will vary.

Address: Platform Complaints Team, Aegon Digital Solutions, Sunderland, SR43 4DL

Complete our online form

Phone: 

Opening hours:

Opening times:
Monday-Friday 8.30am - 5.30pm
Saturday closed
Sunday closed

Call charges will vary.

Address: Aegon Cofunds Complaints Team, Sunderland, SR43 4DN

Complete our online form

Phone: 

Opening hours:

Opening times:
Monday-Friday 8.30am - 5.30pm
Saturday closed
Sunday closed

Call charges will vary.

Address: Aegon Platform 3 Complaints Team, Sunderland, SR43 4DP

Email: 

Phone: 

Opening hours:

Opening times:
Monday-Friday 8.30am - 5.30pm
Saturday closed
Sunday closed

Call charges will vary.

Address: TargetPlan Complaints, Aegon Workplace Investing, SR43 4DH 

Complete our online form

Phone: 

Calling from abroad: 

Opening hours:

Opening times:
Monday-Friday 8.30am - 5.30pm
Saturday closed
Sunday closed

Call charges will vary.

Address: Aegon and Scottish Equitable Pensions and Bonds Complaints Team, Sunderland SR43 4DS

Data protection

If you believe we haven’t processed your personal information in accordance with our data protection obligations, and that you’ve been affected by this, you can make a complaint by contacting our Data Protection Officer. You also have the right to ask us to escalate your complaint to our Group Data Protection Officer if you don’t think it’s been handled appropriately.  For more information, including contact details, see our privacy notice.

Complaints publication reports

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 2024 to 30 June 2024.

Scottish Equitable plc report

Firm name: Scottish Equitable plc
Group: Aegon UK
Other firms included in this report: none
Period covered in this report: 1 January 2024 to 30 June 2024
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
Insurance and pure protection 0.63 239 242 41% 57% 34% General admin/customer service
Decumulation and pensions 1.46 4586 5713 19% 37% 59% General admin/customer service
Investments 4.52 74 77 35% 61% 52% General admin/customer service

* The number of new complaints per 1,000 policies in force as at 30 June 2024.

** 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.

Cofunds report

Firm name: Cofunds Limited
Group: Aegon UK
Other firms included in this report: none
Period covered in this report: 1 January 2024 to 30 June 2024
Brand/trading names covered: 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
Decumulation and pensions 5.08 109 115 3% 20% 57% General admin/customer service
Investments 1.18 962 1221 4% 33% 62% General admin/customer service

* The number of new complaints per 1,000 policies in force as at 30 June 2024.

** 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.