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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 2020 – 31 December 2020
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 | 4.82 | N/A | 123 | 113 | 15% | 69% | 59% | General admin/customer service |
| Investments | 1.08 | N/A | 1230 | 1180 | 24% | 64% | 54% | General admin/customer service |
*The number of new complaints per 1,000 policies in force as at 31 December 2020
**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.