If you feel you need to make a complaint, you can contact us in any of the following ways:
By phone – if you don’t have the number for the specific department that dealt with your case, you can call our helpdesk on 03456 10 00 10.
By post – you can write to us at Aegon, Edinburgh Park, Edinburgh EH12 9SE.
By email – using our online form above. If you need to attach documentation you can email us at complaintsMB@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.
You can view our complaints procedure here (Opens new window)(Opens new window)(Opens new window)(Opens new window)(Opens new window)(Opens new window)(Opens new window)(Opens new window)(Opens new window)(Opens new window)(Opens new window)(Opens new window)(Opens new window)(Opens new window) .
Our complaints data
We take complaints seriously at Aegon and welcome the opportunity to learn from our customers’ concerns. You can find out more about our level of recent complaints and how we dealt with them below.
We’re committed to giving all our customers a high standard of service, but we know that sometimes we don’t get things right. When this happens, we aim to deal with all complaints in a fair, efficient and effective manner.
Complaints publication report
We report details of our complaints to the Financial Conduct Authority (FCA) twice a year. This table covers our most recent report - the six-month period from 1 January 2016 to
30 June 2016.
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 2016 to 30 June 2016
Brand/trading names covered: Scottish Equitable, Aegon Scottish Equitable, Aegon
|Number of complaints opened||Number of complaints closed**||Complaints closed within eight weeks* (%)||Closed complaints upheld by firm (%)|
|General insurance and pure protection||573||560||99%||50%|
|Decumulation, life and pensions||2,365||2,265||94%||69%|
* Eight weeks is the FCA timescale for us to resolve a complaint. If we can’t do this, customers have the right to take their complaint to the Financial Ombudsman Service.
** 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.
Putting the numbers into context
- We had over 2.4 million active policies at the end of December 2015
- We received 1.3 complaints for every 1000 active policies
- We answered 99% of all customer complaints within 8 weeks and 74% within 4 weeks
Learning from complaints
We're commited to treating our customers fairly and will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future. If you have a complaint, please contact us using the details on this page.