Submit a complaint

If you feel you need to make a complaint, you can contact us using the details on the contact us page or you can email us at CustomerExperienceComplaints@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.

Aegon complaints publication report

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 2018 to 30 June 2018

Brands/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 0.95* 386 381 25.2% 71.7% 50.9% General admin/customer service
Decumulation and pensions 0.94* 2,119 2,100 25.7% 72.3% 63.7% General admin/customer service
Investments 4.23* 112 107 21.5% 78.5% 77.6% General admin/customer service

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

Cofunds complaints publication report

Firm name:

Cofunds Limited

Group (if applicable):

Aegon

Other firms included in this report (if any):

N/A

Period covered in this report:

1 January - 30 June 2018

Brands/trading names covered:

Cofunds, IPS & Aegon

Number of complaints opened by volume of business
Product/service grouping Provision (at reporting period end date) Intermediation (within the reporting period) 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 2.87 N/A 87 53 11% 89% 70% General admin/customer service
Investments 2.00 N/A 2333 1164 11% 89% 62% General admin/customer service