Aegon Pensions - April 2025

Watchdog has been hearing from customers of pension provider Aegon. Customers were left, unable to access the money in their accounts. Beata, from Brighton, wanted to draw her money out but couldn't and Gary decided to leave Aegon, but discovered that contributions were still being taken from him after he had closed his account.

An Aegon spokesperson told us that it understands the cases we featured haven’t received the level of service its customers expect, and it sincerely apologises for any frustration and inconvenience caused. We were told that Beata and Gary have been contacted directly and their issues have been successfully resolved.

It assured us that all customers’ money is safe and secure, and that the majority of its customers are unaffected by a technology upgrade, which was rolled out as part of its ongoing service improvement programme. It said that no Aegon customer will be financially disadvantaged by any issues arising from this upgrade.

According to Aegon, since the upgrade began, a small proportion of its customers have experienced related issues, which may have led to some delays to services. Finally, it said its executive team is leading a clear improvement plan that is positively impacting customer experience as it continues to resolve matters.

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