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If you feel you need to make a complaint, you can complete our online form or contact us.

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.

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 July 2019 – 31 December 2019

Brands/trading names covered:

Aegon

  Number of complaints opened by volume of business  
Product/service grouping Provision* 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 10.87 N/A 208 221 24% 65% 72% General admin/customer service
Investments 2.56 N/A 2292 2415 27% 62% 72% General admin/customer service

*The number of new complaints per 1,000 policies in force as at 31 December 2019

**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.