Aegon UK Avis 

Haven't got a clue what's going on here. As a 'boomer' retiree with a bit of cash when I challenged the 'go on-line' twaddle I was assured I would still receive paper update on my investments. As is the case with all this flowery meaningless baloney....still nothing. I just hate the lack of business accumen and disrespect for elderly investors. Started years ago investing with Nationwide but it's been downhill ever since.

I received an email requesting my customer number, which had already provided, but I've sent it again. The stress these useless gadgets cause to older folk is ridiculous. Nothing works! Please send my investment details by post as you always did, and said you would in your letter dated 18/05/26 Ref ACQP-2757004. Thanks

I have had the misfortune of Aegon recommended to me by a financial advisor 16 years ago. I had a small pot that I moved to one of Aegon’s finds. Luckily I wasn’t due to various reasons I wasn’t able to make more contributions. In the early years pension performance wasn’t great but ok. Then I moved house and they stopped sending printed reports so I had no idea how my pot was doing. I trying to consolidate my other pensions recently and to my shock and horror my pension had 0 increase for the past 2 years when all indexes have been growing massively! Consequently I am now trying to transfer out but it has been a week and they are yet to transfer the funds.

Agents were easy to talk with, understood my query and provided the information I needed

good agent chat but too winded the security questions. Had to provide it three times.

The ability to speak to someone quickly without being placed into a long queue makes this company and service stand out.

Everyone I spoke to was courteous, knowledgeable and helpful.

Really really disappointing experience with one of your female agents whose surname is 'Connelly'. I called up earlier to simply ask for an up-to-date balance of my late mum's ISA Wrapper account, as I'm currently dealing with the inheritance tax. I registered my late mums death over four months ago (I've sent in the death certificate and all required paperwork etc), and have previously spoken to numerous agents about my late mums account over previous weeks. The female I spoke to today (when calling your main number 0345272 0089) with the surname Connelly, was beyond rude, snappy, cold and didn't have an ounce of empathy. Every other agent that I've spoken to at your company has been pleasant in my dealings with them, but this agent was truly awful and made me feel like I'm some kind of fraudster. I was able to provide all answers to the security questions asked about my mum, but yet her tone and demeanour from the start of the phone call was extremely condescending and patronising. It left me feeling very upset by the end of the call. Dealing with my late mums accounts is hard enough, as she only passed away 4 months ago, but to have to deal with this particular agent has made a very difficult situation even harder. She needs to be retrained in bereavement call handling. I would like this looked into please as it's not acceptable service.

I was unable to resolve problem, but was quickly sorted via webchat

Online information is well laid out. Web site is easy to understand and use.

Despite initiating an online chat via a secure website, I was asked 7 different security questions, some very detailed. At the end of a very long process, they dropped my call. When I eventually got through to someone, I was told I could not drawdown a payment until the following month. I sent a screenshot of Aegon's own website which states that is incorrect. No acknowledgment or apology just a response "I can try and get the team to do it for you, but i can't guarantee anything". He did finally admit that the drawdown website has a flaw which means you cannot input a start date for payments but said it was a known problem with no fix date. This is a top UK financial institution and to treat customers in this appalling fashion is intolerable. Website not fit for purpose, online staff not trained, customers given the runaround. Takeover from Standard Life will not come too soon

Very helpful knowledgeable people ,lots of patience and guidance, never waited more than 5 mins to have my call answered in the Queue. Recommend.

I have been trying to get my pension sorted for weeks. I am desperate for the 25% tax free amount. I cannot get this as their website doesn’t work and they will not send me the forms I need to complete unless it is electronic and I have a printer, which I don’t. They constantly say they understand my problem, but for weeks they have done nothing to help.
I am desperate, and don’t know how to get at my invested pension.
In response to Aegon’s reply. I have asked them many time over the past four week to sort out my issue with no response or help.

Called up with a query, was answered quite quickly and the agent understood my query and answered quickly. Very Happy with service today

Dealing with people that understand their products is a welcome surprise.

Very informative, all questions covered
Excellent service all round

The person I spoke to was very friendly, knowledgable, and helpful. My issue was resolved quickly and I was very satisfied with the answers I received to all of my questions regarding my pension and my options moving forward, having now left my job.

A very positive experience.

Very helpful customer service, polite and talked me through the problem

I applied to close my pension and withdraw the funds ASAP as I have been off work for two months due to serious illness and in desperate need for funds
I completed all the forms correctly as it was done on the phone for me, after waiting almost 1 month without receiving any money, I contacted them again, only to be told that they had taken the wrong amount of tax from the first quote due to a wrong tax code and the process needs to be done again with a new quote sent out I've now completed the 2nd quote over the phone with what they are now saying is the correct tax code and amount taken, its been almost 5 weeks and still no funds, absolute disgraceful service, there mistake and I'm suffering

Easy to connect to the webchat. I did not have to wait one minute until the agent pick up the webchat.

Great support. Very helpful and friendly guidance support staff. The web site is easy to navigate.