Support and contact

If you have a question about a policy or product, or want to get in touch, we're here to help.

Accessibility support

We're always here to help, so if your personal circumstances mean you need some extra support, please contact us to discuss the services you need.

Fund prices and performance

Get up-to-date fund information and performances. Select the fund range that applies to you. 

Estimated processing times

Here you can find estimated processing times for some of our common processes on the Aegon Platform, Aegon Retirement Choices (ARC) and One Retirement.

How to make a complaint

We’re sorry to hear that something hasn’t gone to plan. Find out how to make a complaint.

Staying safe online

Find out how to protect your retirement savings as well as some handy online security tips. 

Bereavement and Power of Attorney

We understand this is a difficult time and we're here to support you.

Read our guides

Not found what you're looking for?

If our guides can't answer your query try our FAQs or get in contact with us.

Frequently asked questions (FAQs)

Personal details

  • How do I update my personal details?

    Please contact us to change any details which are incorrect. Select the Customer services link under the Help and Support tab at the top right of the page to get in touch.

  • How do I change my email address?

    To change your email address firstly Sign in. Then go to Profile, select Security & Notifications, then Change email address to start the process of updating your details.

  • How do I update my name, address or contact details?

    To update your name, address or contact details, please fill in this form. Please remember to include any supporting information required.

    Change of customer details (pdf)

  • How do I change my contact preferences?

    Sign in and select Profile in the top right corner of the screen and select the Security and Notifications tab. From here, you'll have the option to change your contact preferences under the Marketing communications section.

  • Where can I find all my documents once I open/activate my account?

    You'll find these in each of the individual product dashboards. Simply choose the name of one of your product you want to view details on (e.g. Stocks and Shares ISA) and select the Documents tab. From here, you will be able to download the documents connected with your account.

  • What do you need to register the planholder's death?

    If you need to tell us about the death of a planholder, we’ll need you to firstly confirm your full name, contact number and address for correspondence. We'll then need you to confirm the planholder’s account, their full name, date of birth and address. We'll also need a certified original death certificate. Please contact us so we can help.

  • What is my customer number for?

    Your customer number is used to verify your identity/account. If you've forgotten your customer number you can view this in the Your details section of your Profile.

  • What do we mean by 'habitually resident in the UK'?

    This means your main permanent residential address has to be within the United Kingdom.

  • How do I get a financial adviser?

    You can find a financial adviser near you by using the free and impartial government sponsored MoneyHelper

  • How do I add a bank account?

    To add a new bank account in your customer dashboard, select Bank details from your Profile and then Add a bank account to begin the process. 

    Some online transactions will also allow you to add bank account details.

  • Who can certify a document and how do they do it?

    You can make changes by contacting us. Before making any changes to your policy, we recommend that you speak to a financial adviser. 

    Copies of documents can be certified by one of the following people, who may charge for this service -  we accept:

    Aegon Certifier List
    • Accountants
    • Armed forces officer
    • Bank / Building society official
    • Commissioner of Oaths
    • Councillor (local or county)
    • FCA Regulated person (Identified using the FCA authorised persons list)
    • FCA Regulated Financial services intermediary (e.g. Stockbroker or Insurance broker)
    • FCA Regulated Financial Advisers
    • Member of the judiciary / Justice of the peace
    • Job centre employee
    • Member, Associate, or Fellow of a Financial Services professional body
    • Paralegal (certified or qualified Paralegal or Associate Member of the institute of Paralegals)
    • Post Office official (through the post office’s certification service)
    • Ministers of religion
    • Member of Parliament, or Scottish / Welsh / Northern Ireland Assembly Member
    • Doctors / Nurses or Dentists
    • Serving police officer
    • Solicitor / Lawyer / Advocate
    • Social worker
    • Teacher / Lecturer
    • Embassay, consulate or high commission officer in the country of issue
    • Notary public
    • Government department, Member of staff or official

    For documents with a photo the following certification is expected:

    'I certify this to be a true likeness of "Individuals name" and that this document is certified to be a true copy of the original seen by me.'

    The person certifying should:

    • Print their name in block capitals
    • Write or stamp the name of the company they work for
    • State their occupation and role within the company
    • Sign their declaration
    • Provide contact telephone number
    • Date that the certification took place

    For documents without a photo the following certification is expected:

    'I certify this to be a true copy of the original seen by me.'

    The person certifying should:

    • Print their name in block capitals
    • Write or stamp the name of the company they work for
    • State their occupation and role within the company
    • Sign their declaration
    • Provide contact telephone number
    • Date that the certification took place
  • Can I set a document preference?

    Setting a document preference lets us know whether you'd like to receive your documents Online or by Post

    If you have online access, signing in to your Customer Dashboard is the quickest and easiest way to update your document preferences and opt into digital documents.  

    To change your document preferences, simply sign in, go to your Profile, select Security and notifications, and select Document preferences.

    Choosing to go online means we'll reduce the amount of paper we issue. You don't have to worry about missing a document as you'll start to receive an email each time a new document is available to view. 

    Your guide to paperless documents (pdf)

    Where possible, we'll apply your document preference to all document types and to all products you hold with us including any future products you may take out. We may still send some documents by post where an online version isn't currently available.

Access and Security

  • Can the same email address be used for multiple accounts?

    The same email can’t be used for more than one customer account. You can have multiple products within a single account if they’re registered to the same name. 

  • Why can’t I see my joint account online?

    You’ll only be able to see a joint account online if you’re the primary investor. 

  • Why can’t I make withdrawals, top up or switch online when I sign in?

    You may not have transactional access. We can offer online access to your account but, if you have an adviser, you'll need to speak to them first. If you don’t have an adviser and are comfortable managing your own investments, you can contact us by web chat.

    Our guides will give you a full overview of what you can do on the platform with different levels of access. 

    Client guide to Aegon Platform – view and transact (pdf)

    Client guide to Aegon Platform – view only (pdf)

  • Should I use my personal email address?

    You should always use your personal email address on your account. For security reasons, you should not use your work email. This will also enable us to remain in contact regardless of your employment status. 

    Our email system and the way we deal with data internally is secure. However, we’re unable to ensure the security of emails before they reach us so please consider this and do not include any personally sensitive, financial or banking information that has not been appropriately secured. 

    If you have access to our online services, you may be able to log in and complete your action securely.

    Beware of ‘phishing scams’ - if you ever receive an email from someone you don’t know, be careful not to click on any links or attachments, as they may install harmful software on your device.

    We will never ask you to tell us your confidential passwords.

    Our Staying Safe guide provides more information.

  • Why have I received an account activation email?

    To set up an online account with us, you first of all have to activate your account. If you, or your financial adviser on your behalf, request an online account we’ll send you an email with an account activation code to your registered email address. To complete the activation, you’ll need to follow the steps and enter your activation code.

  • How do I access my account?

    To access your products on the Aegon dashboard, you'll need to activate/upgrade your account. You’re required to keep your details on your customer dashboard up to date so your product details are kept secure. You only need to activate your account once.

    For new customers

    If you've recently purchased a product from us and haven't completed your account activation, please check your email inbox for an activation email from us. If you’ve been given an activation code you can go ahead and setup your online access. Remember to check your spam folder if you haven’t received an email from us.

    For previous Cofunds customers

    1. If your financial adviser had a Cofunds microsite, go to their original site and you'll be automatically redirected.

      Once you've followed the Update your details instructions, you'll receive email verification with an invitation to sign into your adviser’s site on the Aegon dashboard.

    2. If you signed in directly at cofunds.co.uk, please go to customerdashboard.aegon.co.uk 

      Once you've followed the Update your details instructions, you'll receive email verification with an invitation to sign in to your adviser’s site on the Aegon dashboard.

     

    For IPS customers

    In all cases, once you have successfully signed in, remember to bookmark this page for the next time you wish to access your account.

  • I've not received an email containing my account activation code?

    If you can’t find or haven't received your account verification email from us, please check your email junk folder. If you don’t have a verification email from us, please request a new one. You'll receive an email with an activation code and instructions on what to do next within 48 hours.

    For more help, please read our activation guide.

    How do I activate my Aegon Dashboard account (pdf)

  • Why haven't I receive an email with my account activation code?

    If you haven't received your account verification email, please check your email junk folder, otherwise please contact us.

    If you don't currently have access and would like to manage your account online, you can request online access to your account. If you have an adviser, you'll need to speak to them first.

    Request an activation code

    You'll receive an email with an activation code and instructions on what to do next within 48 hours.

    For more help, please read our activation guide.

    How do I activate my Aegon Dashboard account (pdf)

  • How do I change my security details?

    You can reset/change your password by signing in to your account . Any other security details can't be changed online at present, instead, simply sign in and select the Help and Support tab and choose Customer Services from the drop down menu to get in touch with us so we can help.

    Beware of ‘phishing scams’ - if you ever receive an email from someone you don’t know, be careful not to click on any links or attachments, as they may install harmful software on your device.

    We will not send emails asking you to re-confirm your password or your personal information for ‘security purposes’. Our Staying Safe guide provides more information.

  • How do I change my password?

    If you want to update your password, simply select the Forgotten your password option at the bottom of the sign-in screen to reset it. You'll need your 6-digit pin code to complete this.

  • What should I do if I think my account details may have been compromised?

    If you believe or know that the security of your account username and/or password has been compromised, you must contact us immediately.

    You should also change your account password as soon as possible. Sign out of your account and select the link to Need help signing in? then choose the I've upgraded my account and forgotten my password link. Follow the instructions to change your password immediately.

  • I’ve forgotten my user name, what do I do?

    Don't worry. Your user name is normally your email address. However, if you're still having problems after keying in your email address, please contact us.

  • How do I get to see the information that Aegon holds about me?

    You have the right to request a copy of the personal information we hold on you.  When you request this information, this is known as making a Subject Access Request (SAR). In most cases, this will be free of charge. In some circumstances, for example, repeated requests for further copies, we may apply an administration fee. To exercise this right, please write to the Data Protection Officer, Aegon, Edinburgh Park, Lochside Crescent, Edinburgh, EH12 9SE or email dataprotection@aegon.co.uk

    Our email system and the way we deal with data internally is secure. However, we're unable to ensure the security of emails before they reach us so please consider this and do not include any personally sensitive, financial or banking information that has not been appropriately secured. 

    If you have access to our online services, you may be able to log in and complete your action securely.

  • What do you do with my personal information?

    We're committed to protecting and respecting your privacy and information. 

    Take a look at our privacy policy to find out more. 

    This policy explains:

    • Why we need your information
    • What we do with it
    • Who we might share it with
    • How you can exercise your rights.
  • How many banks do you (Scottish Equitable plc and Cofunds Limited) hold accounts with?

    We use multiple banks to hold your money. We may spread any money we hold on your behalf across those banks to help reduce the risk to your money if any one bank has financial difficulties.

    The banks we currently use are:

    • Lloyds Bank Plc
    • HSBC Bank Plc
    • RBS
  • Does using an older version of my browser affect my online experience?

    Yes, this could. We always try to design our websites and online systems to take advantage of all the features that modern web browsers provide. This could also affect your experience when using our website or online systems. We aim to support older versions of browsers but updating to the most up to date version will give you the best experience.

    If you don't use the latest version of your web browser, there is a chance you're missing out on some of the functionality and security features the latest browser has to offer.

Contact us

  • How do I email Aegon?

    If you have a question about a policy or product, or want to get in touch, we're here to help. You can find out more about how to get in touch with us on our Support and contact page.

  • What's your postal address?

    If you’re an Aegon Platform customer, you can write to us at Aegon Cofunds Administration, Sunderland, SR43 4DN.

  • How do I make a complaint?

    We hope you never have cause to complain, but if you do, please contact us by using the details on the How to make a complaint page. 

  • Who do I contact for queries relating to my Portfolio Plus SIPP and Portfolio Plus Pension?

    Contact ReAssure for all queries relating to your ReAssure Portfolio Plus SIPP and ReAssure Portfolio Plus Pension, including cheques for any additional contributions.

    You can find their contact details on the ReAssure website.

Aegon ISA

  • Can I open an Aegon ISA without a National Insurance number?

    No - you need to provide your National Insurance number during the application process.

  • Can I see my remaining ISA allowance?

    You can see your remaining ISA allowance on the ISA product page under the Overview tab and as part of the Manage regular contributions transaction.

    The remaining allowance takes into account any money that you've already contributed and the value of any scheduled payments you've already set up for the current tax year. This doesn't take into account ISAs you may hold elsewhere.

  • Why do I have a cash facility within my Aegon ISA?

    The cash facility lets you hold cash in your ISA. This money can be used to invest into funds, to pay charges or can be withdrawn.

    If you don't want to pay your ongoing charges from your ISA, you may be able to re-direct and pay them from your GIA cash facility. We'll automatically set up a GIA for you when you buy an Aegon ISA.

  • How much tax will I pay?

    Returns from an ISA are free from any personal liability to income tax and capital gains tax. You also don’t have to disclose them on a tax return.

    This information is based on our understanding of current, taxation law and HM Revenue & Customs (HMRC) practice. The value of any tax benefits will depend on individual circumstances. The favourable tax treatment of ISAs may not be maintained in the future.

  • If I change my mind, can I get a refund?

    Yes. You have 30 days to cancel opening an ISA starting from the day you receive the documents with your contract details. If you cancel within this period, the payment won’t count towards your ISA allowance. However, if you cancel after the 30-day period has expired, the payment will count towards your ISA allowance.

    For full information regarding your cancellation rights, please see the Key Features document.

  • How do I transfer an existing ISA into my Aegon ISA?

    Our transfer guide will help you with this.

  • How do I switch to a new fund?

    Speak to your financial adviser if you have one, or contact us.

  • Can I still make payments to my Aegon ISA if I'm no longer resident in the UK?

    No. We can only accept payments from you if you're:

    • resident and ordinarily resident in the UK (for further information see the gov website), or 
    • a Crown employee serving overseas and paid out of public revenue of the UK (for example, a member of the armed forces, or a diplomat), or
    • married to, or in a registered civil partnership with someone performing duties as a Crown employee serving overseas and paid out of public revenue of the UK.
  • How do I close my Aegon ISA?

    To close your Aegon ISA, you can either ask your financial adviser to do it for you or, do it yourself if you have transactional access to your account on the online Customer Dashboard. Your financial adviser can arrange online account access if you don't already have it. If you don’t have a financial adviser and are comfortable managing your own investments, you can sign in to manage your account.

  • I made a mistake during the application process. What should I do?

    Simply sign in and select the Profile tab and choose Customer services from the drop down menu to get in touch with us so we can help.

  • Why is my transfer in to my account not showing up?

    We need to work with your current provider to make the transfer, this can sometimes take a little longer to process than most other transactions.

    If you have a transfer in progress, please contact us to find out its current position.

  • How can I make payments?

    Your financial adviser can arrange online account access if you don't already have it. If you don’t have a financial adviser and are comfortable managing your own investments, you can sign in to manage your account.

  • Can I add money into an Aegon ISA from my General Investment Account (GIA)?

    Yes, you can do this using your Aegon dashboard. Go to the GIA product page and select More options, then Transfer money from GIA to ISA and follow the instructions on screen. 

    If you don’t already have an ISA, then one will be set up as part of this process.

    We don't provide advice or personal recommendations and you should be comfortable with the decisions you're making. If you're unsure, you should seek financial advice or guidance - there may be a charge for this.

  • Can I manage regular withdrawals from my Aegon ISA or General Investment Account (GIA) online?

    Your financial adviser can arrange online account access if you don't already have it. If you don’t have a financial adviser and are comfortable managing your own investments, you can sign in to manage your account.

  • Can I take a one-off withdrawal from my Aegon ISA or General Investment Account (GIA)?

    Yes, if you have transactional access to your account on the online Customer Dashboard. If you don't have a financial adviser and are comfortable managing your own investments, you can sign in to manage your account. 

    In order to make a one-off withdrawal, go to the ISA or GIA product page on the Customer Dashboard and select More options, then One-off withdrawal and follow the instructions on screen. 

  • Can I make one-off payments by Direct Debit, or do I need to do a bank transfer?

    No, we only accept one-off payments by bank transfer, debit card or cheque. You can only make regular payments by Direct Debit.

  • Do you accept regular payments by bank transfer?

    No, we can only accept regular payments by Direct Debit. You can make one-off payments by bank transfer.

  • I’ve missed a regular ISA payment. How do I bring this up to date?

    To do this, sign in to your account to view your investments. Select View and Manage for the ISA you wish to bring up to date. Select Top up. Follow the instructions to make a one-off payment by debit card, bank transfer and cheque.

  • Can I make payments from a joint bank account?

    If you have a joint bank account, you must be able to give authorisation on your own to make payments.

  • Where can I see the charges that have been taken from my account?

    To do this select the product you want to view the charges on and select the Transactions tab. From here, you'll be able to view the charges taken from your account.

  • Is there a charge for switching funds?

    No - it won't cost you anything to switch funds.

  • What rate of interest is payable on cash in my Aegon ISA cash facility?

    The rate of interest is paid at a gross rate based on the Bank of England base rate. You can find the current rate we pay here. For more information on your cash facility please read our Guide to ISA.

  • What's the maximum amount I can pay in to an ISA?

    The ISA allowance for the current tax year is:

    • £20,000 for a stocks and shares ISA, cash ISA and innovative finance ISA. This £20,000 covers the total amount paid into a stocks and shares ISA, cash ISA, an innovative finance ISA and a lifetime ISA.
    • £4,000 for a lifetime ISA. Please note, this is included in the overall ISA limit of £20,000. A lifetime ISA can’t be used to increase your limit to £24,000.

    You can split your ISA allowance between a stocks and shares, cash, innovative finance and lifetime ISA as best suits your circumstances. The rule is that you mustn’t have more than the annual ISA allowance split between the different types of ISA. It's your responsibility to make sure you don’t exceed the annual ISA allowance.

    As your Aegon ISA is a flexible ISA, you can also replace any eligible ISA withdrawals that you haven’t repaid yet.  

    The amount you can still invest includes any unused ISA allowance from this tax year (starting from 6 April) and any eligible ISA withdrawals that you haven’t repaid yet. This assumes you haven’t made any payments or repayments into any other ISAs in this tax year and doesn’t take account of any planned future regular payments or withdrawals (if applicable).

    We don’t currently offer a lifetime, cash or an innovative finance ISA.

  • What is my annual ISA allowance?

    The maximum annual ISA allowance is £20,000 for the 2023/24 tax year.

  • What counts as an eligible ISA withdrawal and when can I replace withdrawn funds?

    Your Aegon ISA is a flexible ISA. This means that money withdrawn from your ISA and paid to you can be replaced within the same tax year, without the replacement counting towards your annual ISA allowance. This includes money paid to you as consolidated natural income (where you've asked us to pay out income generated by your investments to your nominated bank account on a monthly basis in accordance with the terms and conditions).

    You can't replace any money that's removed from the ISA but not paid to you (for example, to pay fees or charges) or anything that isn't paid out as cash (for example, by re-registration of shares).  You also can't replace money if your product is closed.

    You can withdraw money contributed and income earned in the current tax year and previous tax years.

    • Withdrawals will count against any contributions in the current year first.  
    • Any additional amount is treated as a withdrawal of a contribution from a previous tax year. 
    • If money is replaced (must be in the same tax year as the withdrawal), any withdrawn subscriptions from a previous year are repaid first, followed by withdrawn subscriptions from the current year.

Junior ISA

  • Why can’t I see my child’s JISA online?

    We don’t currently offer online access for Junior Individual Savings Accounts (JISAs).  

  • What's the maximum amount that can be paid into a Junior ISA?

    The maximum amount that can be paid into a Junior ISA for the current tax year is £9,000.

  • How do I switch to a new fund?

    Speak to your financial adviser if you have one, or contact us.

  • How do I transfer over an existing Junior ISA?

    If you have a financial adviser, you should organise a transfer through them.

    Unfortunately, you can't transfer an existing Junior ISA at present if you don’t have a financial adviser.

General Investment Account (GIA)

  • Why does every customer get a General Investment Account (GIA)?

    We set up a General Investment Account (GIA) as an option to allow you to use the cash facility to pay any charges from, and invest into funds. There’s no charge for this until you decide to use it. Find out more in our Guide to paying your charges through our GIA and our Guide to GIAs.

  • What's the maximum amount I can pay in to a GIA?

    There is no restriction on what you can pay into a GIA.

  • How much tax will I pay?

    Unlike an ISA or pension, there are no tax benefits for investing in a GIA. You pay income tax on any income you receive from the GIA, and capital gains tax on any realised gain you make on your GIA.  The tax paid will depend on your personal tax situation, and may be subject to change in the future.

  • Why do I have a cash facility within my GIA?

    The cash facility allows you to hold money in your GIA. This money can be used to invest into funds, to pay charges or paid out to your bank account..

    If you have another product on the Customer Dashboard within the same service profile, for example an Aegon ISA, you can elect to re-direct and pay your ongoing ISA charges from the cash facility within your GIA, rather than pay them from your tax-efficient ISA product.

  • How do I transfer over an existing GIA?

    Our transfer guide will help you with this.

  • How do I switch to a new fund?

    Speak to your financial adviser, if you have one, or sign in to your online account and choose the relevant product. Then, if you have access, select Switch funds and follow the instructions.

    Switching funds will not affect the investment of any regular contributions you may be paying. To change the investment strategy of regular payments, please get in touch with us using the Help and Support drop down menu.

  • What rate of interest is payable on cash in my GIA cash facility?

    The rate of interest is paid at a gross rate based on the Bank of England base rate. You can find the current rate we pay here. For more information on your cash facility please read ourr Guide to GIA.

  • Can I manage regular withdrawals from my Aegon ISA or General Investment Account (GIA) online?

    Your financial adviser can arrange online account access if you don't already have it. If you don’t have a financial adviser and are comfortable managing your own investments, you can sign in to manage your account.

Investment fund information

  • Can I check the distribution type of a fund I'm invested in?

    Yes, on a product page, select More options and then Convert fund distribution type.

    We don't provide advice or personal recommendations and you should be comfortable with the decisions you're making. If you're unsure, you should speak to a financial adviser – there may be a charge for this.

  • How can income be paid from my funds?

    Dividend payments and interest from your funds can be distributed to you as income, held as cash or reinvested back into the fund itself. You can do this in the Aegon dashboard by going to a product page, selecting More options and then Manage income from funds.

    We’ll ask you what you want us to do with any income generated if you choose one or more income funds.

    You have three options:

    1. Transfer income into your bank account so that it’s available for you to use day to day. Income is paid on or around day 12 of each month. The minimum income payment we'll make is £2.50. Anything below this will be held in your cash account until the amount is greater than £2.50. It will then be paid into your bank account on the next payment date.
    2. Hold income as cash within your Aegon product so that you can choose what you want to do with it from there. The cash facility associated with your product is designed as a short-term holding place for use when transferring savings from one fund to another, and for paying any charges. It isn’t designed for long-term saving and inflation is likely to exceed returns. For more information, please visit our FAQ Find out more about the cash facility
    3. Reinvest income back into the fund at the next valuation point. This option is more likely to be used by those who are investing for the long term and aren’t reliant on income payments to supplement living costs.

    The income payment method you choose will apply to all funds held in that product. However, you can set up different payment methods for each product you hold.

    Income generated may go down as well as up, in accordance with the dividend payments and/or interest received from the investments it holds.

  • What do fund charges include?

    Fund charges cover the cost of managing investments on an ongoing basis. They vary depending on the funds you choose and how they invest your money.

    Fund charges are in addition to any product or adviser charges and include a fixed management fee plus expenses that vary with the day-to-day costs of running the fund. 

    For regulated UCITs funds we show an ongoing charge figure (OCF), and for other fund types we show a total expense ratio (TER). Both include a fixed management fee plus expenses that vary with the day-to-day costs of running the fund. The OCF includes some one-off charges that aren't in the TER, but the two measures are otherwise very similar.

    You can find more information about fees and charges in the product's relevant charges guides, available on our website.

  • What are distribution types?

    Income generated from your funds, for example dividend payments or interest, can be reinvested for the future (accumulation type), or paid to you as income (income type).

    If you choose an accumulation fund, the reinvested income will be added to your investment, so it may help to grow your savings over the long term.

    If you choose an income fund, you may receive regular payments from your fund, which could be used to supplement living costs or provide an income in retirement. Find out how income is paid

    Income generated from a fund may go down as well as up, in accordance with the dividend payments and/or interest received from the investments it holds.

    There’s no guarantee that fund objectives will be met. The value of an investment can fall as well as rise and isn’t guaranteed. You could get back less than you invest.

  • What is investment in Cash?

    Generally considered the least volatile of all the main investment types. This means its price doesn't tend to move much either up or down on a daily basis. The downside is that cash tends to have far less potential to grow than other investments and it can actually fall in value in real terms because of inflation. This is why it's most suited to investors as a shorter-term investment. Cash generally includes money, typically held in bank deposits, and other types of money market investments, which pay the investor regular interest.

  • What are Pending Trades?

    They're instructions that we're processing and haven't been finalised. For example, switching units between funds during a fund switch or waiting for money after a withdrawal request.

  • What if an investment fund is missing a factsheet?

    If you're looking for information about an investment fund and the factsheet is missing, please get in touch with us so we can help. To do this, select the Help and Support tab and choose Customer Services from the drop down menu.

  • What is Aegon Investment Limited’s (AIL) voting policy?

    Aegon Investments Limited (AIL) is an investment manager of Open Ended Investment Companies (OEICs). These OEICs are funds of funds, which means they invest only in other funds, also known as collective investment schemes.

    A voting right is the right of shareholders to vote on matters of corporate policy, for example the appointment of a board director or significant changes to a company’s operations. As we only manage funds of funds, we do not invest directly in securities e.g. equities or bonds. This means we can only exercise voting rights in relation to the underlying funds our OEICs invest in; we don’t have voting rights relating to the companies that the underlying funds are in turn invested in.

    Therefore, AIL’s voting policy has two distinct sections:

    1. Voting on a material change relating to an underlying fund we have invested in.
    2. Consideration of the voting policy of the fund manager of an underlying fund we have invested in or are considering investing in.

    For more information on each section, please read AIL’s voting policy.

  • What is Aegon Investment Limited’s (AIL) commitment to the Financial Reporting Council’s UK Stewardship Code?

    The UK Stewardship Code is a set of principles that investment managers are expected to follow. The Code aims to enhance the quality of engagement between investors and companies with the aim of improving long-term risk-adjusted returns to shareholders.

    Aegon Investment Limited (AIL) - statement of compliance*

    AIL is the company that manages Aegon’s open-ended investment company (OEIC) fund ranges. AIL is pleased to endorse the principles of the Code. 

    In practice, as we manage fund of funds, we are not directly able to influence the companies held by the collective investment schemes we invest in. However, we consider the disclosures made by underlying fund managers to assess their commitment to the Financial Reporting Council’s UK Stewardship Code.

    Read more about the Code.

    This applies to all funds where AIL is appointed as investment manager.

    The value of investments can fall as well as rise and isn’t guaranteed. Investors may get back less than the amount invested.

    *This sets out the extent to which AIL complies with the Financial Reporting Council’s UK Stewardship Code.

Pensions

  • Can I take my pension benefits before I'm 55?

    The earliest you can access your pension under current legislation is age 55 (increasing to age 57 on 6 April 2028). However, in some cases, you may be able to take them before age 55 if you’re suffering from ill-health or serious ill-health, or have a protected pension age relating to benefits built up before 5 April 2006.

  • What should I consider before transferring other pension pots into a new pension plan?

    Transferring a pension may not be the best option for you. You may lose features, protections, guarantees or other benefits - so make sure you compare products before transferring. It’s up to you to decide if this is the right decision for you. If you’re not sure, speak to a financial adviser - there may be a charge for this. The types of valuable features and benefits you may lose might include:

    • protected tax-free cash
    • protected pension age
    • guarantees
    • waiver of contribution
    • life assurance benefits
    • any self-investment option

    You might incur higher charges so make sure that you’re satisfied any such charges are justified.

    Any trusts or expression of wish you’ve already set up won’t transfer over to a new Aegon Pension.

    There’s no guarantee that new investments you choose will perform better than investments under your current plan.

    If you're unsure whether this is right for you, please seek advice or guidance - there may be a charge for this.

  • How can I track down a lost pension?

    You can track down a lost pension by using the Government-backed pension tracing service.

  • What is the annual allowance?

    The annual allowance is the maximum amount of pension savings an individual can have each year that benefit from tax relief. In practice, an individual is subject to a tax charge (the annual allowance charge) where their pension savings exceed their available annual allowance for a tax year.

    There is nothing to stop an individual paying in more than their available annual allowance. An annual allowance charge would be payable on the excess and they would still be able to claim tax relief on all their personal and third party contributions up to the higher of 100% of an individual’s relevant UK earnings or £3,600 per annum. The annual allowance tax charge will probably cancel out most (if not all) tax relief if you exceed your annual allowance.

    The current annual allowance limit is £60,000.

    Unused annual allowance from the previous three tax years can be used in the current tax year once the current tax year's annual allowance has been used up. This is known as Carry Forward.

    The value of any tax relief depends on your individual circumstances. This information is based on our understanding of current, taxation law and HMRC practice, which may change.

     

  • What is the tapered annual allowance?

    Although the annual allowance is £60,000, since 6 April 2016 a tapered annual allowance has applied to higher earners. Individuals who have an adjusted income greater than £260,000 and whose threshold income is greater than £200,000 will see their annual allowance reduced. For every £2 of adjusted income over £260,000, their annual allowance will be reduced by £1, subject to a remaining annual allowance of not less than £10,000. In other words, anyone subject to the taper whose adjusted income is £360,000 and over will have an annual allowance of £10,000.

    Adjusted income includes:

    • Taxable income, pension income and interest on savings, most pension and savings interest income, plus any share, rental or trust income, less certain reliefs
    • The value of employer pension contributions
    • The amount of any excess tax relief on personal contributions to a net pay scheme
    • The amount of any employee pension contributions deducted from pay in relation to a net pay scheme
    • Certain relief claimed by non-domiciled individuals in relation to contributions to overseas pensions schemes, less the amount of certain lump sum death benefits.

    Threshold income includes:

    • Taxable income
    • Any salary sacrificed in return for pension contributions on or after 9 July 2015, less
    • The gross amount of any relief at source personal contributions and the amount of certain lump sum death benefits.

    This information is based on our understanding of current taxation law and HMRC practice, which may change. The value of any tax relief depends on your individual circumstances.

  • What is the money purchase annual allowance?

    If you've flexibly accessed your benefits, such as taken an uncrystallised funds pension lump sum (UFPLS) or taken income from a flexi-access drawdown fund, the Money Purchase Annual Allowance (MPAA) is the amount that can be paid in one year to your money purchase arrangements without a tax charge applying. For the current tax year, the MPAA is £10,000.

    If the MPAA provisions apply to you, and during the year more than £10,000 has been paid to your money purchase arrangements under all of your registered pension schemes, a tax charge:

    • will apply on the money purchase contributions above £10,000, and
    • may apply on the value of any savings made to defined benefit arrangements that are higher than £50,000 plus any carry forward you have available.

    Special rules apply in the year that the MPAA rules first applies to you. In that year, only money purchase contributions paid since the date that the MPAA first applies are tested against the MPAA. If:

    • your money purchase contributions from the date the MPAA first applies to you until the end of that tax year are less than the MPAA for that year, the total of all of your pension savings are tested against the annual allowance for the year.
    • your money purchase contributions from the date the MPAA first applies to you until the end of that tax year exceed the MPAA, your money purchase contributions prior to the MPAA applying to you, together with any defined benefit pension savings that are tested against the alternative annual allowance of £50,000.

    Please speak to a financial adviser for more information.

  • What is the lifetime allowance?

    The lifetime allowance is the maximum amount you can draw from pensions in your lifetime without paying extra tax. From 6 April 2023 no-one will pay a lifetime allowance charge.

    From 6 April 2024, the lifetime allowance will be abolished and a future Finance Bill will remove the lifetime allowance completely from pensions tax legislation.

    The current 55% charge on lifetime allowance excess lump sums, serious ill-health lump sums, defined benefits lump sum death benefits and uncrystallised funds lump sum death benefits will no longer apply. Instead, the amount that would have been taxed at 55% under current rules (i.e. the amount above the available lifetime allowance) will be subject to taxation at an individual’s marginal rate.

     

  • How will death benefits be taxed?

    There are a number of factors that determine how death benefits from pensions are taxed:

    If you die before taking benefits from your pension

    Your pension pot can be paid to your beneficiaries as: 

    Death before age 75 Death after reaching age 75
    A tax-free lump sum (up to your available lifetime allowance with any excess subject to tax at the beneficiaries marginal rate, or A taxable lump sum - taxed at their marginal rate of tax, or
    A tax-free income (if your pension plan offers it).

     

    A taxable income - taxed at their marginal rate.

    There will normally be no inheritance tax to pay.

     


     

    If you die after taking benefits from your pension

    The tax that applies after taking benefits from your pension depends on the benefit option you're receiving and your age when you die.

     

    Drawdown

    Your remaining drawdown fund can be paid to your beneficiaries as:

    Death before age 75 Death after age 75
    A tax-free lump sum, or A taxable lump sum - taxed at their marginal rate of tax.
    A tax-free income A taxable income - taxed at their marginal rate.

    There will normally be no inheritance tax to pay.


     

    Annuity

    Your beneficiary can receive:

      Death before age 75 Death after reaching age 75
    Joint-life annuity Ongoing annuity payments tax free. Ongoing annuity payments taxed at their marginal rate.
    Guaranteed term annuity Remaining annuity payments tax free. Remaining annuity payments taxed at their marginal rate.

    The income payments will normally stop when you die if you don’t buy a joint-life annuity or a guaranteed annuity.


     

    State Pension

    You can find details of what happens to your State Pension when you die at www.gov.uk/state-pension/inheritance

    Important

    This information is based on our understanding of current taxation law and HMRC practice, which may change.

    It’s important to review your own personal circumstances as exceptions to the above may apply in certain circumstances, and different plans and providers offer different product options.  Please speak to a financial adviser if you need further information. There may be a charge for this.

  • What rate of interest is payable on cash in my SIPP cash facility?

    The rate of interest paid is based on the Bank of England base rate. You can find the current rate we pay here.

Payments

  • Why is there a small balance left on my account and how do I close my account?

    A small balance remaining after a full withdrawal or transfer may be due to income distributions that were due on your account.  If you have an adviser, they can request to withdraw residual balances for you. If you don’t have an adviser, please get in touch with us by phone to withdraw residual balances under £100.00. If your residual balance is over £1, this can be completed by signing in. 

  • Why have you asked me to provide a bank statement?

    For new payments or requests where bank details have changed, we may ask you to provide bank verification in the form of an original or certified copy of a bank statement so we can make sure that we’re making payment to the correct account. 

  • I have sent you a payment by cheque but you have not added it to my account

    Any payments will be added to your account within two working days. To enable us to do this, please make sure that you complete an online Top Up journey as well as sending your cheque to us.

  • Where do I send cheque payments to?

    You can send us a cheque in the post. The details we require are as follows:

    Amount – the amount you wish to pay into your account.

    Payee – Cofunds Ltd.

    Reference – please provide your plan number and surname on the back of the cheque so we can identify your account.

    Please send the cheque to: Aegon Cofunds Administration, Sunderland, SR43 4DN

    Once we receive your cheque and the funds clear, we'll credit your account.

  • How do I make a bank transfer payment?

    You can make payment by bank transfer using the details provided during the online journey. It can take up to five business days for your payment to reach us.

    Please contact us if you have any questions about where to send your payment.

  • My bank account isn't 8 digits - what do I do?

    You need to set up a bank account to open one of our products. This is usually an eight-digit account number and six-digit sort code. However, some banks and building societies have account numbers of different lengths – please use the following details to convert them into a different format, where necessary.

    Bank Instructions Change from Change to
    National Westminster Bank plc Use the last eight digits only. If there’s a hyphen in the account number between the second and third numbers this should be ignored 0123456789 or 01-23456789 23456789
    Co-operative Bank plc Use the first eight digits only 1234567890 12345678
    Alliance & Leicester
    Commercial Bank plc
    National Savings Bank
    National & Provincial Building Society
    Replace the last digit of the sorting code with the first digit of the account number, then use the last eight digits of the account number only nn-nn-nn 123456789 nn-nn-n1 23456789
    Nationwide Building Society Where a nine digit account number starts with a six, use the last eight digits of the account number only 612345678 12345678
    Other banks as appropriate Where a seven digit account number is used prefix the account number with a zero (0) 1234567 01234567
    Other banks as appropriate Where a six digit account number is used prefix the account number with two zeros (00) 123456 00123456
  • What is Aegon's Order Execution Policy?

    Our Order Execution Policy is available to be viewed and/or downloaded.

  • How can I add a provider to an approved list for debit card payments?

    Banks are introducing additional security measures for debit card payments. If you’re making a debit card payment, you may need to verify the transaction. The verification is likely to be a code sent by SMS text message or online banking that will need to be entered during the online transaction to authorise payment.

    Here’s some suggestions to try to minimise the chances of the bank asking for verification for specific providers:

    • Add the provider (Aegon in this case) to the ‘safe list’ or select ‘don’t ask me again on this device’ at the time of making the first payment.
    • You can add via your online banking account.
    • You can call your bank or building society and ask for the provider (Aegon in this case) to be marked as safe.

    There are exceptions to this such as the first time you submit a debit card payment from a device or location – how this is triggered is down to the each bank or building society’s rules, so it may vary.

    You may find the following links useful to see how the different banks and building societies are operating strong customer authentication.

Investor Portfolio Service (IPS) customers only - charges

  • What charge will I pay you for managing my Investor Portfolio Service (IPS) account?

    You’ll pay Aegon an annual charge for using the Aegon Platform. This charge covers the service and the administration involved in managing your IPS account.

    Annual charge

    The annual charge is tiered so it reduces as the value of the investments you hold in your account increases as follows:

    Value of your investments Annual charge
    Up to £10,000 0.70%
    Between £10,000 and £20,000 0.35%
    £20,000 and above 0.25%

    We may vary these charges in future. If we do so, we'll let you know.

  • How do you calculate the charge?

    We calculate it using the value of your relevant products under your IPS account on the last business day of the month.

    Here’s an example:

    If you had an Aegon ISA valued at £15,000 and an Aegon GIA valued at £7,500 on the last working day of the month then your charge would be calculated as follows:

    Value of your investments

    Value

    Annual charge

    Charge amount

    Up to £10,000

    £10,000

    0.7000%

    £  70.00

    Between £10,000 and £20,000

    £10,000

    0.3500%

    £  35.00

    £20,000 and above

    £  2,500

    0.2500%

    £    6.25

    Total

    £22,500

    0.4944%

    £111.25


    As you can see from above, the overall annual charge is calculated as £111.25 which is equivalent to 0.4944% of your total account value of £22,500.

    The charge we’d deduct for the month would therefore be £111.25 divided by 12 = £9.27

    As you have two products the £9.27 charge would be proportioned between the two products as follows:

    • Aegon ISA charge = £15,000 multiplied by 0.4944% = £6.18
    • Aegon GIA charge = £  7,500 multiplied by 0.4944% = £3.09
  • Where do you deduct the charge from?

    We’ll normally take the charge from any available cash you have in the cash facility of the product the charge was calculated on.

  • What if I don’t have enough cash in the cash facility of my product?

    We’ll use any available cash you hold, and then sell down any balance required from the largest available valued investment under your product.

    You can ask us to sell down from a specific investment by contacting us. We’d then only sell from the largest available valued investment if there wasn’t enough cash in the cash facility and your nominated investment to pay the charge.

  • What if I don’t want my Aegon ISA charges deducted from that product?

    If you don’t want charges to reduce the value of your Aegon ISA, you can request that those charges are directed to be taken from your Aegon GIA. If you choose this option it’s your responsibility to ensure there’s sufficient cash and/or investments held in your Aegon GIA to cover any charges due. You can request this by contacting us. If we have to sell investments in your Aegon GIA you may be subject to capital gains tax. 

    If we’re unable to deduct a charge due on your Aegon ISA from your Aegon GIA because there isn’t enough available cash and/or investments to cover the charge, we’ll direct the charge back and deduct it from your Aegon ISA.

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Customer services

About us

Our story started over 190 years ago, when we were founded as Scottish Equitable here in the UK. Today we're part of Aegon group – an international provider of life insurance, pensions and asset management.

Our UK team are focused on providing retirement, investment, workplace savings and protection solutions to over 3.8 million customers.1 To do that we work with financial advisers and employers, to help improve peoples' financial wellbeing.

1Information as at 31/12/2021

What can we do for you?

  • Advisers – we’re focused on championing the value of financial advice, helping advisers navigate industry changes and provide support to help advisers get their clients closer to their financial goals.
  • Employers – we’re committed to providing a solution that can meet employers’ requirements – regardless of the size, complexity or future plans of their business.
  • Customers – whether you’re an individual or have an Aegon workplace pension through your employer, we’re passionate about supporting you with your retirement plans and to make managing your savings easier.

Visit our about us page to find out more about our team and what we’re doing for our community and the environment. 

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