Our commitment to you
We’re constantly working to provide you with excellent customer service and we always welcome your feedback. We’re committed to dealing efficiently and effectively with complaints and we take them all seriously. However, our commitment doesn’t stop there – we record, evaluate and analyse our complaints to help us improve the level of service we give our customers.
Definition
A complaint is any expression of dissatisfaction from an external source, whether justified or not.
Our complaints procedure
The way we deal with a complaint is written in line with regulations laid down by the Financial Services Authority and we’ll keep you informed about how your complaint is progressing at all times. You can find full details in our complaints procedure.
Contacting us
If you want 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 08456 10 00 52.
By post – you can write to us at AEGON Trustee Solutions, Edinburgh Park, Edinburgh, EH12 9SE.
By email – if you’d like to email us about your complaint, please complete the following form. However, please remember that there’s no guarantee we’ll receive any email you send or that it will remain private during internet transmission. Therefore, you should avoid sending us any personal or confidential information this way.
Useful links
Follow these links to find a wide range of information and support to help you in your role.