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.
We at Aegon UK recognise the upgrade of the Cofunds retail book in mid-2018 resulted in service and operational issues for advisers and our customers and our customer complaints for this period reflect their dis-satisfaction at the service. We’re fully committed and focused on resolving these problems and we have placed a huge emphasis on restoring service levels for our Aegon Platform Retail customers following the migration of former Cofunds users in May. Between June and December significant strides were made, with people from across our businesses coming together to address the service issues. We’re pleased that by the end of the year, core operational services had returned to target levels. We recognise this was a particularly challenging time for many and we’re thankful for everyone’s patience, support and efforts.
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 2019 - 30 June 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 | 8.77 | N/A | 205 | 255 | 12% | 49% | 84% | General admin/customer service |
| Investments | 3.68 | N/A | 3518 | 4227 | 22% | 57% | 83% | General admin/customer service |
*The number of new complaints per 1,000 policies in force as at 30 June 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.