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 |