Support and contact

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

Adviser homepage
Find training guides, latest news and range of client solutions for you.

Client-support literature
Access a wide range of support material you can use with your clients.

Training and resources
Get the most out of the Aegon Platform with our series of training material and resources to support you and your clients.

Digital journeys (pdf)
Find out what you can do online and when you need to send us paper forms. To find out how to use the updated forms take a look at our questions and answers (pdf).

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

Bereavements
We understand this is a difficult time and want to make the next steps as simple as possible.

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.

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

Frequently asked questions (FAQs)

Issues with your details

  • How can I change my email address?

    For financial advisers only

    Please speak to your firm administrator and they can update your email address. Changing your email address will also change your username for Aegon Platform.

    If you use a Unipass certificate to sign in to Aegon Platform, you need to update your certificate with Unipass. If you don't do this, your certificate will no longer be valid.

  • My activation code has expired – can I get a new one? 

    For financial advisers only

    For security reasons, the activation code we send you expires after 24 hours.

    Please contact your firm administrator to request a new code.

    If your firm administrator can’t help you, please contact us using webchat.

  • What do I do if my mobile number and/or smart device used for sign in verification has changed?

    For financial advisers only

    Please contact your firm administrator to reset your verification method. This will delete any registered number and/or authentication app. You’ll then be able to register a new number and/or smart device when you next sign in. For added security following the reset, you’ll have 24 hours to do this before your account is locked.

    If your firm administrator can’t help you, please contact us using webchat.

  • I’ve lost or broken my mobile and don’t have any alternative devices for sign in verification, how can I sign in?

    For financial advisers only

    We require a mobile number and/or smart device to help verify you when signing in. However, in this situation please contact your firm administrator to report device unavailable. This will delete any registered number and/or authentication app. You’ll then be able to register a landline number when you next sign in. For added security you’ll have 24 hours to do this before your account is locked and you can only use the landline option for 7 days. As soon as your new device arrives please register it for verification.

    If your firm administrator can’t help you, please contact us using webchat.

Investment information

  • Where has the money from my client’s Cofunds ISA cash reserve gone?

    For financial advisers only

    This is now in the cash facility of your client’s ISA.

  • Can I change my client’s auto-rebalancing options on their SIPP?

    For financial advisers only

    If you'd like to change previously selected options, please complete our Investment strategy instruction.

  • Why is a fund appearing as ‘not tradeable’?

    For financial advisers only

    This is usually due to the fund being deemed not suitable to be sold to either advised and/or non-advised customers, according to MIFID II fund data that has been supplied by the fund manager. 

    Alternatively, it could be because the fund has been suspended.

    For information about a specific fund, please contact us

  • Why does updating my client’s regular contribution investment strategy switch off automatic rebalancing?

    For financial advisers only

    Any changes you make to your client’s regular contribution may mean that the automatic rebalancing strategy previously set up is no longer relevant. For this reason, we switch off auto-rebalancing. 

    You can switch auto-rebalancing back on by completing the Investment strategy instruction.

  • Why can't I access fund panels?

    For financial advisers only 

    You don’t currently have permission to carry out this task.

    Please contact your firm administrator to change your permissions. If your firm administrator isn't able to help you, you can contact us.

  • How do I make changes to a fund panel?

    For financial advisers only

    You can make changes to an existing fund panel by selecting View and manage fund panels from your dashboard page.

    Please note, only authorised individuals can change branch or network panels.

  • What are fund panels?

    For financial advisers only

    A fund panel is a list of favoured or researched funds.

    There are three types of panel.

    • An individual panel - you can set this up and only you can view this.
    • A branch panel is set up by your firm for use across the company. All members of the firm can view and use this but only an authorised individual can change or update this.
    • A network panel is similar to a branch panel but all members of the network can view and use this.

    When you’re processing a trade, you’ll be able to select from the fund panels relevant to you. This makes it quicker and easier for you to find the funds you need.

  • How often will a portfolio rebalance? 

    For financial advisers only

    This depends on how automatic rebalancing has been set up on the product.

    Once automatic rebalancing has been set up on the rebalance instruction, automatic rebalance will take place as follows: 

    • If you've set quarterly automatic rebalancing, the first rebalance will take place four months after that on day 19 of the month, and then quarterly on day 19 of the month thereafter (unless automatic rebalancing is stopped). 
    • If you've set yearly automatic rebalancing, the first rebalance will take place 13 months after this on day 19 of the month, and then yearly on day 19 thereafter (unless automatic rebalancing is stopped).

     

    For example, if you set up a rebalancing instruction on 10 August, automatic rebalance will take place as shown below:

    • Quarterly rebalance – first rebalance will take place 19 December and then 19 March, 19 June and 19 September each year. 
    • Yearly rebalance – first rebalance will take place 19 September the following year and then 19 September every year thereafter.

    A financial adviser or discretionary fund manager can also rebalance on an ad hoc basis.

  • How do I set up a new fund panel?

    For financial advisers only

    You can set up a panel by selecting Create new fund panel on your dashboard.

  • Can I select or change the model portfolio or rebalancing options when I’m topping up my client’s ISA or GIA?

    For financial advisers only

    It's not possible to change a model portfolio during a top up, but it is possible to add automatic rebalancing.  

    You can move a client between model portfolios by using the Investor Model Maintenance link on the Adviser Dashboard.

  • How do I set up or change a model portfolio?

    For financial advisers only

    Sign in to the Aegon Platform to manage model portfolios. You can set up or change a model portfolio from the Model Portfolio Manager on your dashboard, if you are set up with the correct access level. 

    Model portfolios allow you to design a panel of funds based on your client's needs. And, with it all online you can quickly track how the funds are performing and make changes, including rebalancing, easily if you need to.

    Use this step-by-step guide to create a model portfolio on the Aegon Platform.

    How do I…create a model portfolio? (pdf)

  • Why can’t I find the fund(s) I’m looking for?

    For financial advisers only

    The funds that are available for you to select from depends on the advice basis for the transaction.

    If the advice basis is advised, you’ll be able to see all the funds that we have determined as suitable for an advised customer, according to the MIFID II data supplied by the fund manager, this will include complex funds.

    If the advice basis is non-advised, we don’t display funds determined as complex, according to the MIFID II data supplied by the fund manager.

    It may also be that the fund you’re looking for isn’t within the range that we offer for that product.

    For information about this, please contact us.

  • What’s the maximum number of funds I can add?

    For financial advisers only

    There’s no limit to the number of funds you can add.

Transfers

  • How many transfers can I add?

    For financial advisers only

    This depends on the product.

    If you select ISA or GIA, there’s no limit to the number of transfers you can add.

    If you select drawdown transfer, you can only add one transfer at a time. So, if your client has an existing drawdown pension worth £100,000 but this is made up of two arrangements, one worth £40,000 and one worth £60,000, you’ll have to apply for two separate drawdown transfer applications.

    If you select pensions savings or full immediate drawdown there are different types of transfers available.

    • Block – due to legislation you can only add one.
    • Standard – there’s no limit to the number you can add.
    • Pension credit – there’s no limit to the number you can add.
  • What is your transfer in/re-registration process?

    For financial advisers only

    To make sure your clients transfer in/re-registration is as tax efficient as possible, we won’t invest any transfers you make into cash during the transfer process. Your client won’t make any investment losses or gains.

    For re-registrations, if you’re unable to find the fund you’re looking for it may be because we don’t currently hold this fund and we won’t be able to accept it.

  • Can I transfer my client’s existing capped drawdown?

    For financial advisers only

    Yes. If you do transfer it, it will be updated to flexi-access drawdown.

  • Can I re-register assets from another plan?

    For financial advisers only

    For GIA and ISA
    You can do this during the quote and apply process, by selecting the Re-register from another provider option.

    You’ll need to complete an application for each plan you want to re-register.

    For SIPP
    You need to complete our Re-registration authority form and send this to us.

  • What do I need to set up a pension credit transfer?

    For financial advisers only

    To help process the application smoothly, it would be beneficial if you were able to send us details for your client's ex spouse/registered civil partner.

Advice and support

  • What is the difference between a discretionary and an advisory client relationship, and why do you capture this information?

    For financial advisers only

    Discretionary is where you can make investment decisions on your client’s behalf. Advisory is where your client has to agree to investment decisions you may recommend.

    To comply with regulations, we need to gather this information for each product. Once we have this, we won’t ask you again.

  • Why isn’t the capital gains tax (CGT) tool working?

    For financial advisers only

    If you've just activated your Aegon Platform account, it will be the next working day before you can use this.

  • My client’s illustration has failed to generate, what do I do?

    For financial advisers only

    Select the Try again option next to the illustration on the documents screen. 

    If the illustration still doesn't generate, please contact us.

  • How would a client have triggered the money purchase annual allowance?

    For financial advisers only

    When the pensions freedoms were introduced in April 2015, the government introduced a number of new options for taking money from a pension plan. Using one of these new options (for example, taking drawdown income from a flexi-access drawdown plan, or an uncrystallised funds pension lump sum) is called ‘flexibly accessing pension rights’.  

    If someone does this, from then on they're subject to a lower annual allowance threshold for new money purchase savings into their pension(s). The lower annual allowance also applies to those in flexible drawdown before 6 April 2015. A tax charge applies to any money purchase savings which exceed the money purchase annual allowance (£4,000) in each tax year.

    If you'd like more information, visit our Pension Technical Zone.

  • What is a pension credit enhancement factor?

    For financial advisers only

    If a pension credit arose in whole or in part from a pension which came into payment on or after 6 April 2006, the recipient can apply to HM Revenue & Customs for a pension credit enhancement factor. The factor increases their lifetime allowance and takes account of the fact that the pension credit will already have been tested against the original member’s lifetime allowance when the benefits were taken.

    For more information, please visit our Pension Technical Zone.

  • Who do I contact for queries relating to my client’s Portfolio Plus SIPP and Portfolio Plus Pension following the transfer from Legal & General to ReAssure?

    For financial advisers only

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

    ReAssure SIPP
    2nd Floor, Fitzalan House
    Fitzalan Court
    Fitzalan Road
    Cardiff
    CF24 0EL

    You can contact ReAssure by phone on +44 (0)345 646 0381 (Monday to Friday 9am - 5pm. Call charges will vary).

    For product or administration queries email reassuresipp@mercer.com.

Unipass

  • Can I register my Unipass certificate with my Aegon account?

    For financial advisers only

    Yes. To do this, you need to register your Unipass certificate with your Aegon account.

    If you haven’t already activated your Aegon account, you need to do that first using your username and password – not your Unipass certificate details.

    Once you’re signed in to your dashboard, go to your profile page and select the Register Unipass button and follow the steps to register. When your existing certificate expires, you’ll need to follow these steps again to register your new certificate.

    Please remember that the email address attached to your Unipass certificate and your Aegon account must be the same.

  • What is Unipass?

    For financial advisers only

    Unipass is a service that allows you to create a unique online identity. It allows you to sign in to multiple websites within the financial services industry on any device.

    With your Unipass account, you can download and store a Unipass Certificate to allow you access to your chosen websites. You’ll also have a Unipass username, password and PIN that you can use on mobile devices to help you conduct business whilst you’re on the move. 

    When your Unipass certificate expires, you’ll have to add details of the new one. Sign into your Aegon account, go to your profile page and select Register Unipass and follow the steps. 

  • How do I sign in using Unipass?

    For financial advisers only

    You need to register your Unipass certificate with your Aegon account. Sign in to your dashboard, go to your profile page and select the Register Unipass button and follow the steps to register. Remember, when your existing certificate expires, you’ll need to follow these steps again to register your new certificate.

     After you’ve registered, you’ll be able to use the Sign in with Unipass link.

    If you haven’t already activated your Aegon account, you need to do that first using your username and password – not your Unipass certificate details. 

  • Why is my Unipass sign on not working?

    For financial advisers only

    This could be for a few reasons.

    • Your Unipass certificate may not be registered with your Aegon account. Sign into your dashboard, using your email address and password, go to your profile page and select Register Unipass and follow the steps. 
    • Your Unipass Certificate may not be valid - for example it’s expired. Contact Unipass to get a new certificate. 
    • The email address on your Unipass Certificate isn’t the same as the email address you use to sign in to your Aegon Dashboard. You'll need to contact Unipass to update your email address with them.
    • Your account is locked. Contact your firm administrator in the first instance, if they aren’t available contact us

Transactions

  • How do I create a switch illustration?

    For financial advisers only

    You’ll find the switch illustration in the Documents screen of the switch journey, you can review the illustration before you submit the switch instruction. For more information, see our How to switch funds guide. 

  • What improvements have you made to transaction history?

    For financial advisers only

    We’ve made a number of improvements to transaction history to help you and your clients get the most from it. We’ve included a summary of the changes below:

    • Simplified view of transaction history – reduces the number of entries we show to make it easier to view at a glance. 
    • Transaction grouping – the summary view shows high level transaction details (for example, switch funds). You can then drill down by selecting the transaction to show detailed line items associated with it. 
    • Removal of pending transactions once they complete – after pending transactions complete we’ll remove them and replace with the completed transaction. 
    • Filtering – narrow down your results using three categories of Transaction type, Tax year and Date range. 
    • Totals – we’ve introduced a totals feature to show the total money in and out since your clients’ Aegon Platform account was set up. If you apply filters you’ll see the total values for just the filtered transactions. 
    • Improved naming for the most frequent transaction types – we’ve simplified the flow of transactions and the titles for transactions. 
    • Improved downloadable report - the report now includes customer details, product name, transaction descriptions and the funds used. Transactions are now clearer as we show money in in green and we show money out in red.

    To find out more information about the changes we’ve made, including the key differences, take a look at our guide Aegon Platform – improved transaction history (pdf).

  • How can I find out more about my client’s previous benefit crystallisation events?

    For financial advisers only

    After each benefit crystallisation event, we send your client a statement with these details. If you need other information, please contact us

  • Can I apply online for a Junior ISA for my client?

    For financial advisers only

    Sorry, you can't currently apply online. In order to apply, your client can complete the relevant form below. Instructions for submission are on the form: 

    Aegon Junior ISA application form (pdf)

    Investment funds to a junior investment ISA (pdf)

    Junior investment ISA transfer application form (pdf)

    Junior investment ISA transfer authority (pdf)

    Child trust fund to junior investment ISA transfer application (pdf)

  • For financial advisers only

    You can carry out a switch online for the collective funds invested in your client’s ReAssure pension that are held on the Aegon Platform.

    For any other transactions, you’ll need to contact ReAssure by phone on +44 (0)345 646 0381 (Monday to Friday 9am - 5pm. Call charges will vary). Alternatively, you can email them at reassuresipp@mercer.com or write to them at the following address:

    ReAssure SIPP
    2nd Floor, Fitzalan House
    Fitzalan Court
    Fitzalan Road
    Cardiff
    CF24 0EL

  • Can I manage income when I’m topping up my client’s ISA or GIA?

    For financial advisers only

    You can manage income separately once the top up is complete. Simply sign in to the Aegon Platform, view your client’s product summary, and then select More options and Manage income.

  • Can I carry out transactions online for my client’s Cofunds Pension Account?

  • Can I manage regular contributions for my client's JISA online?

    For financial advisers only

    To manage regular contributions on your client's JISA, you need to complete our Junior investment ISA monthly savings amendment form (pdf).

  • Can I carry out regular contribution transactions online for my client’s AJ Bell Investcentre SIPP?

    For financial advisers only

    Sorry, you can’t currently carry out any of these transactions online.

    Please complete the appropriate form below and submit.

    AJ Bell Investcentre SIPP Regular Investment Amendment Form (pdf)

    Regular Investment Strategy Instruction (pdf)

    Investment Strategy Instruction (pdf)

  • Can I carry out transactions online for my client’s Canada Life International Portfolio Bond?

    For financial advisers only

    You can carry out a switch by signing into the Aegon Platform.

    For any other transactions, including withdrawal instructions, please contact Canada Life International directly. 

    For more information you can view the product literature on Canada Life International’s website.

  • Can I cancel my client’s regular contributions online?

    For intermediaries only

    Yes. View your client's product summary and select Regulars tab.

  • How do I switch my client into cash?

    For financial advisers only 

    Select the fund your client wants to sell and we'll automatically add it to cash.

  • Can I carry out transactions online for my client’s Suffolk Life Annuities or Trustees pension?

    For financial advisers only

    You can carry out a switch online for the collective funds invested in your client's Suffolk Life Trustees or Annuities pension that are held on the Aegon Platform.

    For other transactions, please complete the relevant form below and submit. For any other transactions, please contact Curtis Banks. 

    Suffolk Life Self-invested Personal Pension withdrawal form (pdf)

    Suffolk Life Self-invested Pensions regular investment and amendment form (pdf)

    Suffolk Life adviser charging form for existing clients (pdf)

    Regular Investment Strategy Instruction (pdf) 

    Investment Strategy Instruction (pdf)

  • Can I top up my client’s Suffolk Life Annuities or Trustees pension online?

    For financial advisers only

    Sorry, you can’t carry out this transaction online. Please contact Curtis Banks.

  • For financial advisers only

    You can't make additional contributions to your client's ReAssure Portfolio Plus Pension or SIPP online. Please contact ReAssure to do this. 

    You can contact ReAssure by phone on +44 (0)345 646 0381 (Monday to Friday 9:00am – 5:00pm. Call charges will vary). Alternatively, you can email them at reassuresipp@mercer.com  or write to them at the following address:

    ReAssure SIPP
    2nd Floor, Fitzalan House
    Fitzalan Court
    Fitzalan Road
    Cardiff
    CF24 0EL

  • Can I top up my client’s ISA or GIA by re-registering assets from another provider?

    For financial advisers only

    Yes. You can top up an existing product online by signing in to the Aegon Platform.

    When you start the top-up process you’ll have the option to select Re-register assets from another provider.

  • How long will it take for you to process my client’s application?

    For financial advisers only

    Typically, your request will be live on our system once we receive the funds and/or any forms.

  • Can I top up my client’s Cofunds Pension Account online?

    For financial advisers only 

    You can't carry out this transactions online for your client’s Cofunds Pension Account.

    Please complete the relevant form below and submit.

    Cofunds Pension Account additional contribution form (pdf)

    Cofunds Pension Account transfer request form (pdf)

    Cofunds Pension Account drawdown transfer request form (pdf)

  • How can I manage regular contributions for my client’s ISA or GIA?

    For financial advisers only

    Sign in to the Aegon Platform to set up and manage regular contributions online. 

    On the product summary screen, you can select Manage regular contributions from More options or by viewing the Regular contributions tab.

    These guides show you how to set up regular contributions and manage regular contributions online for your existing clients' GIA and/or ISA.

    How do I…set up regular contributions online for existing clients? (pdf)

    How do I…manage regular contributions? (pdf)

  • Can I carry out drawdown transactions online for my client’s Cofund’s Pension Account?

    For financial advisers only

    You can't carry out this transaction online for your client’s Cofund’s Pension Account.

    Please complete the relevant form below. Instructions for how to submit can be found on the form. 

    Cofunds Pension Account Capped Drawdown Application form (pdf)

    Cofunds Pension Account Flexi-Access Drawdown form (pdf)

  • Can I carry out withdrawal transactions online for my client’s Cofunds Pension Account?

    For financial advisers only

    You can't carry out this transaction online for your client's Cofund's Pension Account.

    Please complete the relevant form below. Instructions for how to submit can be found on the form. 

    Cofunds Pension Account Income Payment or Amendment Request (pdf)

    Uncrystallised Funds Pension Lump Sum Application form (pdf)

  • How do I move my client into drawdown?

    For financial advisers only

    Select More options on your client's product summary and then select Drawdown.

  • For financial advisers only

    You can't make regular contributions to your client’s pension online. You’ll need to contact ReAssure to do this. You can contact ReAssure by phone on +44 (0)345 646 0381 (Monday to Friday 9.00am - 5.00pm. Call charges will vary). Alternatively, you can email them at reassuresipp@mercer.com or write to them at the following address:

    ReAssure SIPP
    2nd Floor, Fitzalan House
    Fitzalan Court
    Fitzalan Road
    Cardiff
    CF24 0EL

  • Can I top up my client’s maxi ISA, mini ISA or PEP?

    For financial advisers only

    You can no longer make contributions into these products.

    You can top up your client’s ISA if it's within their yearly ISA allowance.

  • Can I manage my client’s income distribution online for SIPP?

    For financial advisers only

    To do this, please complete our Change to product details form.

  • Can I top up my client’s Canada Life International Assurance (Ireland) Portfolio Bond?

    For financial advisers only

    Yes, please contact Canada Life International directly to arrange this.

    For more information, you can view the product literature on Canada Life International’s website.

  • For financial advisers only

    Yes, you can carry out a switch online on the Aegon Platform for the collective funds that your client holds in their ReAssure Portfolio Plus Pension or SIPP.

  • Can I top up my client’s AJ Bell Investcentre SIPP online?

    For financial advisers only

    Sorry, you’re not able to carry out this transaction online.

    Please complete the relevant form below and submit, or contact AJ Bell.

    AJ Bell Investcentre SIPP Investments Application (pdf)

    AJ Bell Investcentre SIPP Investments Transfer Application (pdf)

  • Can I top up my client’s Canada Life International Bond?

    For financial advisers only

    You can't make any additional investments to your client’s bond. For more information, you can view the product literature on Canada Life International’s website.

  • Can I carry out regular contribution transactions online for my client’s Cofunds Pension Account?

    For financial advisers only

    You can't carry out this transaction online for your client’s Cofunds Pension Account.

    Please complete the relevant form below and submit.

    Cofunds Pension Account additional contribution form (pdf)

    Cofunds Pension Account Investment by Direct Debit - Regular Contributions (pdf)

    Investment Strategy Instruction (pdf)

  • What should I do if I can't carry out a transaction online?

    For financial advisers only

    Please contact us and we'll be able to help you.

  • Can I manage regular contributions online?

    For financial advisers only

    GIA and ISAs
    Sign in to the Aegon Platform to set up and manage regular contributions online. 

    These guides show you how to set up regular contributions and manage regular contributions online for your existing clients' GIA and/or ISA.

    How do I…set up regular contributions online for existing clients? (pdf)

    How do I…manage regular contributions? (pdf)

    Aegon SIPP
    To set up a new regular contribution, amend the amount or cancel an existing regular contribution for your client’s existing Aegon SIPP on the Aegon Platform, please use the forms below. 

    Aegon SIPP - regular contribution form (pdf)

    Aegon SIPP - Instruction to your bank or building society to pay by Direct Debit (pdf)

    A record of payments due form should also be completed and returned, along with the forms above when your client's employer is making a contribution, or deducting your client's contribution from their net pay and passing it on to us.

    Records of payments due (pdf)

  • What transactions can I carry out online for my client's Cofunds Investment Funds product?

    For financial advisers only

    Since you were upgraded to Aegon Platform, your client's Cofunds Investment Funds is now invested in an Aegon General Investment Account. For this, you can switch your client's investment or change their cash top-up method. For any other transactions, please contact us.

  • Can I carry out drawdown transactions online for my client’s Cofunds Pension Account?

    For financial advisers only

    Sorry, you're not able to carry out this transaction online for your client's Cofunds Pension Account.

    Please complete the relevant form below and submit.

    Cofunds Pension Account Capped Drawdown application form (pdf)

    Cofunds Pension Account Flexi Access Drawdown Application form (pdf)

  • How do I take a one-off/ad hoc withdrawal from my client's Aegon SIPP?

    For financial advisers only

    Please visit our Money out card on our Support page.

    From 6 April 2020, in line with new rules, clients must get an illustration for pension income withdrawals to show the impact that the withdrawal could have on their retirement savings.

    To request an illustration, complete the illustration request form below.

    Aegon Self Invested Personal Pension illustration data capture form (pdf)

  • Can I top up my client's Aegon SIPP online?

    For financial advisers only

    You can top up an existing product online by signing in to the Aegon Platform.

    From your dashboard, enter the key client details into the search bar or select View all clients and use the Advanced search or Filter search results. Select Top up next to the relevant SIPP on the Client summary and follow the steps.

    Our guide will help you through the process.

    How do I…top up an existing SIPP? (pdf)

  • Can I change my client's retirement age online?

    For financial advisers only

    No, you’ll need to get in touch with us, with details of your client and what you'd like the retirement age to change to.

  • Can I top up my client’s Suffolk Life Annuities or Trustees pension online?

    For financial advisers only

    You can't carry out these transactions online.

    Please contact Curtis Banks.

     

  • Can I carry out regular contribution transactions online for my client’s Suffolk Life Annuities or Trustees pension?

    For financial advisers only

    No. For regular contribution transactions, please complete the Suffolk Life self-invested pensions regular investment and amendment form.

  • Can I carry out transactions online for my client’s Canada Life International Portfolio Bond?

    For financial advisers only

    You can carry out a switch online.

    For any other transactions, including withdrawal instructions, you should contact Canada Life International directly. 

    For more information, you can view the product literature on Canada Life International’s website.

  • Can I apply online for a Junior ISA for my client?

    For financial advisers only

    You can’t currently apply for a Junior ISA (JISA) online. Please complete the relevant form below. Instructions for submission can be found on the form. 

    Aegon Junior ISA application form (pdf)

    Withdrawal from a General Investment Account (GIA) into a Junior ISA form (pdf)

    Junior ISA transfer application form (pdf)

    Aegon Junior ISA transfer authority (pdf)

    Transfer from a child trust fund to an Aegon junior ISA form (pdf)

  • Can I move money from a joint GIA into an ISA?

    For financial advisers only 

    Yes, your client can move assets held within their GIA to their ISA. 

    You can carry out this request online, as long as your client isn't a trust or corporate joint client. Just sign in to the Aegon Platform account, find your client and select GIA to ISA switch from More options. 

    This guide shows you what you need to do to submit a GIA to ISA switch.

    How do I…perform a GIA to ISA switch? (pdf)

    For trust and corporate joint accounts, or in exceptional circumstances, you’ll need to contact us by phone to request an illustration and an application form. Please have the following information ready:

    • The total amount your client is looking to move to the ISA
    • The names and SEDOL numbers for the funds your client would like to invest the contribution in
    • The percentage of the investment your client would like to invest in each of these funds. 
  • Why can't I carry out this transaction?

    For financial advisers only

    To carry out this transaction you have to request this from the primary account holder summary. Return to the joint account summary, view the primary account holder and then request the relevant transaction.

  • Can I re-register assets from another plan?

    For financial advisers only

    GIA and ISA in-specie transfer
    You can sign in to the Aegon Platform to complete this during the quote and apply process, by selecting the Re-register from another provider option.

    You’ll need to complete an application for each plan you want to re-register.

    SIPP in-specie transfer 
    Although the transfer process is online and generates a transfer authority, we also need a re-registration authority form. This is so we can request an in-specie transfer at the same time.

    Re-registration authority form (pdf)

  • How long will a switch take?

    For financial advisers only 

    Once we have received a switch request, it will be actioned within 2 working days. Once the switch is actioned it will take 5-7 working days for the fund switch to complete.  

  • Why is the amount available for withdrawal different from the current value?

    For financial advisers only

    We calculate the amount that is available for withdrawal only on those assets that are able to be sold at the time of the request. Assets may not be sold if the funds are suspended.

  • Can I carry out regular contribution transactions online for my client’s Suffolk Life Annuities or Trustees pension?

    For financial advisers only

    You can't carry out these transactions online. For regular contribution transactions, please complete and submit the Suffolk Life self-invested pensions regular investment and amendment form.

  • Can I carry out transactions online for my client’s Canada Life International Assurance (Ireland) Portfolio Bond?

    For financial advisers only

    You can carry out a switch online.

    For any other transactions, including top up and withdrawal instructions, you should contact Canada Life International directly.

    For more information, you can view the product literature on Canada Life International’s website.

  • Can I carry out regular contribution transactions online for my client’s Cofunds Pension Account?

    For financial advisers only

    Sorry, you're not able to carry out any transactions online for your client's Cofunds Pension Account.

    Please complete the relevant form below and submit.

    Cofunds Pension Account additional contribution form (for existing clients) (pdf)

    Cofunds Pension Account Investment by direct debit - regular contributions (pdf)

    Cofunds Pension Account employer's contribution authority (pdf).

    If the forms above don't cover the transaction you'd like to carry out, please contact us.

  • Can I include a block transfer with other transfers?

    For financial advisers only

    Yes, but if your client's block transfer has a protected retirement age, we won't allow any other transfers or contributions to be progressed until we receive the transfer with the protected retirement age. If this is the case, our team will be in touch. 

  • Can I set up third-party contributions for my client?

    For financial advisers only

    Yes, you can add these as an individual single or monthly contributions. You'll need to supply the third party's name, address and complete a Confirmation of verification of identify so we can accept the contribution. 

    You should be aware that HM Revenue & Customs will treat third party contributions as personal contributions (as if they were paid by your client).

  • How can I utilise my client's carry forward allowance?

    For financial advisers only

    You can enter an amount above the annual allowance when adding contributions, however, you need to consider your client's individual circumstances including:

    • Their relevant UK earnings in the current tax year if a personal contribution is being made
    • Whether they have used up their full annual allowance in the tax year they want to use carry forward in
    • Their entitlement to carry forward unused annual allowance from the previous three tax years through membership of a registered pension scheme
    • The impact of the tapered annual allowance in the current or three previous tax years
    • Whether or not they are already affected by the money purchase annual allowance

    If you'd like more information, visit our Technical Zone.

  • What is a disqualifying pension credit?

    For financial advisers only

    A disqualifying pension credit is a pension credit that is paid from funds that were already in payment when the pension sharing order was implemented. As a result, no pension commencement lump sum can be paid from disqualifying pension credit transfers.

    If you'd like more information, visit our Technical Zone.

  • What assumptions do you make for a dependent's pension?

    For financial advisers only

    If your client is male, then we’ll assume the dependent is three years younger. If your client is female, we’ll assume the dependent is three years older. 

  • What do I need to set up a pension credit transfer?

    For financial advisers only

    To help process the application smoothly, it would be beneficial if you were able to send us details for your client's ex spouse/registered civil partner.

  • If I select consolidated natural income, when will you pay this to my client?

    For financial advisers only

    We pay consolidated natural income on day 12 of each month.

  • Can I update my client's income distribution choice across all products they hold?

    For financial advisers only

    The income distribution choice has to be set individually for each product your client has. You can do this by signing into the Aegon Platform and selecting Manage income from funds for each product. You’ll then be directed to the actions you need to carry out. 

  • What income distribution option does my client have if they're taking regular withdrawals?

    For financial advisers only

    If you client is already taking, or wants to take, regular withdrawals they have to set their income distribution option as leave in cash. They can't select reinvest or consolidated natural income.

  • How long does it take you to process an update to my client's income distribution choice?

    For financial advisers only

    Assuming there are no issues, your changes will show on our system shortly. If there are any problems, we'll contact you. When we make the change, both you and your client will both be able to view this.

  • If I notice I've selected the wrong income distribution option when updating the income distribution options, how can I change this?

    For financial advisers only

    If you notice when you're viewing the summary and documents screen during the request, you can use the back button and change it on the options screen.

    If you've completed the request, you'll need to carry out a new request by selecting Manage income from funds on the product summary screen.

  • Why do you produce illustrations when I change my client's income distribution choice?

    For financial advisers only

    We produce a pre- and post-illustration to show how the changes made to the income distribution choice may impact your client's product. 

  • Why can’t I set up regular contributions when topping up my client’s SIPP?

    For financial advisers only

    You can set up or maintain regular contributions separately. On the product summary screen, you can select Manage regulars from More options or by viewing the Regulars tab.

    To set up a new regular contribution, amend the amount or cancel an existing regular contribution for your client’s existing Aegon SIPP on the Aegon Platform, use the forms below. 

    Aegon SIPP - regular contribution form (pdf)

    Aegon SIPP - Instruction to your bank or building society to pay by Direct Debit (pdf)

    A record of payments due form should also be completed and returned along with the forms above when your client's employer is making a contribution or deducting your client's contribution from their net pay and passing it on to us.

    Records of payments due (pdf)

  • Can I carry out a switch online for my client’s Cofunds Pension Account? 

    For financial advisers only

    Yes, you can carry out a switch online from the Client summary.

Client details

  • What if my client isn’t a UK resident?

    For financial advisers only 

    Sorry, we’re unable to accept applications if your client isn’t a UK resident.

  • What if my corporate client moves abroad?

    For financial advisers only

    We’d need written confirmation of the change of address signed by all relevant directors/signatories.

  • What if my clients have moved abroad?

    For financial advisers only

    Your client should contact us to tell us that they’ve moved abroad.

  • What are the different client types?

    For financial advisers only

    You can add four different client types.

    Individual – one individual investor for all product types.

    Joint – you can add two investors online under the one general investment account (GIA). If you want to add more than two you can do this by submitting the relevant application form. You can find the forms in our Document library by selecting Aegon General Investment Account (GIA) and Application forms.

    Trustee – trustee investor for the GIA only.

    Corporate – company investor for the GIA only.

  • How do I add or remove a director? 

    For financial advisers only

    We need written confirmation of the change signed by all relevant directors/signatories.

  • What happens if I delete a new joint client?

    For financial advisers only 

    If your clients are still prospects and don’t have any products on platform, the record will be deleted. You won’t be able to retrieve this.

    If your clients are live platform clients and have live products on platform you can’t delete the clients. Please contact us and we can help you.

  • Can I change the beneficiaries on my client's Aegon SIPP online?

    For financial advisers only.

    This guide gives you an overview of the death benefit options available with the Aegon Self-invested Personal Pension (Aegon SIPP).

    Death benefits guide to the Aegon SIPP (pdf)

    This form lets your client tell us who they would like to benefit from their funds on their death for all uncrystallised pensions savings and drawdown funds held now, and in the future, under an Aegon Self-invested Personal Pension (Aegon SIPP). This form also generates as part of the new business application online process.

    Death benefit nomination/expression of wish (pdf)

  • Why do you need my client’s email address?

    For financial advisers only

    We use your client’s email address for service notifications and to allow clients to manage their accounts.

  • What information do I need to create a new prospect client? 

    For financial advisers only 

    Individual or joint clients – first name, surname, date of birth, gender and confirmation of UK residency.

  • Do I need to send you a copy of my client’s identification?

    For financial advisers only

    You don’t have to send us this at the time of application. There may be occasions where we require this, if this is the case, we’ll get in touch with you or your client for this.

  • Why am I seeing my client’s personal details?

    For financial advisers only

    There’s some information we haven’t previously captured about your client that we need.

  • What if my clients want to change their personal details?

    For financial advisers only

    You can change a client's address and phone number by signing in to the Aegon Platform.

    You can change your client's name or National Insurance number using the form below. If required, please remember to include supporting documentation.

    Change of customer details (pdf)

    You can change your client’s bank details using the form below. If required, please remember to include supporting documentation.

    Change to product details (pdf)

  • What if the trustees want to change their personal details?

    For financial advisers only

    We’d need written confirmation of the changes signed by all the trustees.

  • Can I add additional people to my client’s joint account?

    For financial advisers only

    Yes. A joint account can have up to four people including the primary holder. You can add additional people by completing our Aegon Asset Transfer form.

  • Can I add an additional person to my client’s account to become a joint account?

    For financial advisers only

    We’d need a new application for a joint GIA. You can do this by completing our Aegon Asset Transfer form.

  • What if my client’s company details need to change?

    For financial advisers only

    We need written confirmation of the changes. Please make sure all relevant directors/signatories sign the request.

  • What if my client’s company ceases to trade?

    For financial advisers only

    Your client should contact us.

    You should let us know what you’d like us to do with the account, any instruction (not submitted online) should be signed by all relevant directors/signatories.

  • How long will it take for you to process the change to my client's details?

    For financial advisers only

    Assuming there are no issues, your changes will show on our system shortly. If there are any problems, we'll contact you. When we make the change, both you and your client will both be able to view this.

  • What do you mean by habitually resident in the UK?

    For financial advisers only

    Your client must provide an address, based in the United Kingdom (UK), that reasonably appears to be their residential address and there's no evidence suggesting this isn't. We don't consider employer addresses, business premises or PO boxes as residential.

    Your client must be habitually resident in the UK for us to accept the business.

  • Why do you need to know the client relationship?

    For financial advisers only

    For each product, we need to know the relationship between the adviser and the client. 

    We’ll only ask you this once for each product.

  • Can I remove a person from my clients’ account so it’s no longer a joint account?

    For financial advisers only

    No – you can’t remove a person from your client’s account.

  • How do I remove a named person?

    For financial advisers only

    If your clients are live platform clients and have live products on platform you can’t delete the clients. Please contact us and we can help you.

  • How do I add or remove a new trustee? 

    For financial advisers only

    Please contact us and we can help you.

  • What documents can my client view online?

    Regardless of whether your clients select online or post as their preferred method, we'll always save a copy of the document to their online document store. 

    If clients select online as their preference, they'll be able to securely access documents that are online from their Aegon Dashboard document store.

    When a new document is available, we'll send an email to the email address we hold on record for them to let them know it's ready to view.

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

Products

  • What’s the age limit for a junior ISA?

    For financial advisers only 

    Children under age 18.

  • What’s the maximum dependent’s pension?

    For financial advisers only

    100%. 

  • How can I find out more about the different types of pension protection?

    For financial advisers only

    You can read our Fund protection summary or our frequently asked questions.

    Alternatively, you can find out more on HMRC’s website.

  • Can I move money from a joint GIA into an ISA?

    For financial advisers only 

    Yes, your client can move assets held within their GIA to their ISA. 

    You can carry out this request online, as long as your client isn't a trust or corporate joint client. Just sign in to the Aegon Platform account, find your client and select GIA to ISA switch from More options. 

    This guide shows you what you need to do to submit a GIA to ISA switch.

    How do I…perform a GIA to ISA switch? (pdf)

    For trust and corporate joint accounts, or in exceptional circumstances, you’ll need to contact us by phone to request an illustration and an application form. Please have the following information ready:

    • The total amount your client is looking to move to the ISA
    • The names and SEDOL numbers for the funds your client would like to invest the contribution in
    • The percentage of the investment your client would like to invest in each of these funds. 
  • If my client is paying regular contributions, can they take consolidated natural income?

    For financial advisers only

    No. We don’t allow this to happen as part of our anti-money laundering mitigation.

  • Can my client take regular withdrawals and consolidated natural income from income-generating funds at the same time?

    For financial advsiers only

    No. Your client can select consolidated natural income or regular withdrawals, but not both.

  • What’s the age limit for an ISA?

    For financial advisers only

    Your client must be at least age 18 to invest in an ISA. There’s no upper age limit.

  • How do I make sure the switch amount and regular contributions don’t go over my client's yearly ISA allowance? 

    For financial advisers only

    If we identify that your client is going to exceed their yearly ISA allowance, we’ll stop collecting regular contributions for that tax year.

    The switch amount will go through assuming there’s enough funds in the General Investment Account (GIA) and the amount of the switch doesn’t currently go over the yearly ISA allowance.

    We’ll automatically start regular contributions again, based on the amount they previously were, in the new tax year.

  • How do you calculate my client’s ISA remaining allowance?

    For financial advisers only 

    We subtract the total contributions in the current tax year from the allowance set by the government. The remaining allowance doesn’t include future regular contributions. 

  • Why does my client have a General Investment Account (GIA)? 

    For financial advisers only

    We give all clients a GIA so they can pay their charges from it if they want to.

    Before deciding if you want charges to come out of your client’s GIA, you should make sure this is a tax-efficient way to pay charges by taking into consideration the product(s) they have.

  • How can I view my client’s pre-upgrade Cofunds documents?

    For financial advisers only

    If your client was upgraded to the Aegon Platform and you’re linked to them as an adviser you can view their pre-upgrade Cofunds documents.

    To access their documents, select the Cofunds Correspondence button on the client summary. Access isn’t available if your client has multiple advisers.

    You can access pre-upgrade Cofunds documents for joint accounts from the primary holder's client summary.

    If you can’t find a document, please contact us.

  • What's the interest rate payable on the Aegon Platform cash facility?

    For financial advisers only

    All products on the Aegon Platform have their own cash facility. Having a separate cash facility helps make it easy to keep track of any outgoing and incoming payments under each product.

    • Cash held within the cash facility of any product attracts interest at a gross rate of Bank of England base rate less 0.05%.
    • We'll calculate interest on a daily basis and we'll pay any interest due monthly into your cash facility after deduction of basic rate tax where applicable.
    • We'll apply any base rate changes within one working day.
  • What income distribution option does my client have if they're taking regular withdrawals?

    For financial advisers only

    If you client is already taking, or wants to take, regular withdrawals they have to set their income distribution option as leave in cash. They can't select reinvest or consolidated natural income.

Access and security

  • What is the primary role for a user?

    Not for customers

    The primary role is the main role a user will carry out. If you want to provide additional access to the primary role, then the user will also get the permissions of the additional roles you give them.

    For example, if you create an 'Adviser' role but also want them to carry out 'Firm administrator' and 'Portfolio manager' permissions - then the primary role for the user would be 'Adviser'. You need to give them additional access for 'Firm administrator' and 'Portfolio manager'. This will give the adviser the additional permissions that those roles would have.

    The same would apply for other roles such as 'Paraplanner'.

    See below for the roles and what additional access you can give.

    • Firm administrator can have:
      • Portfolio manager
    • Financial adviser can have:
      • Firm administrator
      • Portfolio manager
      • Bulk Data user, and/or bulk data admin.
    • Paraplanner can have:
      • Firm administrator
      • Portfolio manager
      • Bulk Data user (if linked to a financial adviser with firm or branch access), and/or
      • Bulk Data admin (if linked to a financial adviser with firm or branch access).
    • Portfolio manager can have:
      • Firm administrator
    • DFM can have:
      • DFM administrator
      • DFM user

    Find out more in our Roles and responsibilities overview.

  • Who can set up and maintain user roles and permissions?

    Not for customers

    Firm administrators can create:

    • Other firm administrators.
    • Paraplanners – view only or view and transact.
    • Portfolio managers.

    DFM administrators can create:

    • Other DFM administrators.
    • DFM users.

    Find out more in our Roles and responsibilities overview.

  • What roles and permissions are available?

    Not for customers

    There are several different roles available. These are shown below, please contact your firm administrator or us to find out the different permissions each role has.

    • Financial adviser – view only.
    • Financial adviser – transact.
    • Portfolio manager.
    • Firm administrator.
    • Paraplanner – view only.
    • Paraplanner – transact.
    • DFM administrator.
    • DFM user.

    Find out more in our Roles and responsibilities overview.

  • What are the Bulk Data user and admin roles?

    Not for customers

    These roles are associated with our Bulk Data service. You can assign both roles to the same user.

    The Bulk Data service provides you with MI on your clients. This includes data relating to:

    • Investment valuations
    • Transaction history
    • Fees

    Find out more in our Roles and responsibilities overview.

    Bulk Data admin – assign this role to a user with firm or branch level access if you want them to be able to set up the files Bulk Data users can view and the third-party systems the data is to be passed to. Third-party systems include back-office systems, tools, front-office systems and customer dashboards. You need to set up the third-party systems before data can be fed through.

    Bulk Data user – assign this role to a user with firm or branch level access if you want them to be able to download files to view. Some users may choose to manually upload the files to a third-party system. If the third-party system has seamless integration the Bulk Data admin role needs to set this up.

  • Why can't I see my client’s Legal & General Portfolio Bond and/or Legal & General pension products?

    For financial advisers only

    The Aegon Platform no longer provides services for the Portfolio Bond and for insured funds in the Portfolio Plus Pension and SIPP. You can continue to manage the collective funds in the Portfolio Plus Pension and SIPP. Following the transfer of Legal & General products to ReAssure, the name now appears as the ReAssure Portfolio Plus SIPP.

  • Why can't I carry out this transaction online?

    For financial advisers only

    Sorry, you don’t currently have permission to carry out this task.

    Please contact your firm/DFM administrator to change your permissions. If your firm/DFM administrator isn't able to help you, you can contact us.

  • What extra verification checks may my client have to give if paying by debit card?

    For financial advisers only

    When you enter your client's debit card details to pay for a single or top-up, WorldPay will automatically check to see if their card is enrolled in the 3D Secure scheme.

    If your client's bank does participate in this scheme, your client will be prompted to enter further verification information.

    This could be:

    • To enter their 3D Secure password in part of full
    • To enter a one-time passcode, that could be sent to their mobile or email address
    • A redirect to their mobile phone or tablet where they can authorise the debit card payment from within their banking app.

    It may be that no further verification is required. 

    Once verification is complete, you'll see a message on screen (and your client will receive an email) confirming if the payment was successful or not. 

  • Does using an older version of my browser affect my online experience?

    For financial advisers only

    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. If you don’t use the latest version of your web browser, there's a chance you’re missing out of some of the latest features the browser has to offer. This could also affect your experience when using our website or online systems, for example, fonts may be different. We aim to support older versions of browsers but updating to the latest version will give you the best experience.

    If you don’t use the most up to date version, this may increase security vulnerabilities. We would always recommend you use the latest version.

  • Why am I being asked to use a new verification method to sign in?

    For financial advisers only

    We’ve implemented a new verification method for an enhanced security sign in. A username and password together provide a single ‘something you know’ factor. To better protect your online account we’re supplementing this with ‘something you have’ – a device on which you can generate a passcode using an app or receive a passcode by text. 

    Find out more in our enhanced security sign in guide

  • Will Unipass users need to verify every time they use the platform?

    For financial advisers only

    No, you can continue to access the platform as usual. When you need to sign into the platform to obtain a new certificate, you’ll be asked to enrol a verification method at this point.

Payments

  • 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. 

  • Can I be a servicing adviser and take fees from the client's account?

    No, Letter of authorities are applied to accounts for information purposes only. If you wish to have servicing rights on your client’s account, you'll need to be appointed as the servicing adviser on their products.

  • How long is it before a debit card payment is available for investment?

    For financial advisers only

    It usually takes around three working days for the payment to be available for investment.

  • How long does a cheque take to clear?

    For financial advisers only

    Two days after we receive it.

  • Why do I need to provide my client’s bank details if paying by cheque?

    For financial advisers only

    This is to allow us to reconcile the cheque, once we receive it, with the correct application.

  • Why have you asked me to provide my client's 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 in order for us to make sure that we're making payment to the correct account. 

  • Can I cancel my client’s Direct Debit for payment of charges?

    For financial advisers only 

    No. Please ask your client to contact us and we can help.

  • If my client pays by bank transfer how long will this take?

    For financial advisers only

    We’ll allocate this to your client’s product one working day after receipt.

  • Can my client pay the initial adviser charge by Direct Debit? 

    For financial advisers only

    Yes. You can complete the Direct Debit instruction online if your client is present. Alternatively, you should download the form from the documents screen you’ll see later in the online transaction you're carrying out, print this and ask your client to complete before returning this to us. 

  • What kind of contributions can my client pay?

    For financial advisers only

    Your client can make a single and/or a regular contribution into a product.

    You can make one single contribution and/or set up one regular contribution instruction on each product.

    If you don’t add a regular contribution when you set the product up, you can do this later.

  • Can I change or set up regular contributions for my client? 

    For financial advisers only

    Yes. View your client's product summary and select the Regulars tab. You can't make changes to a regular contribution 10 working days before a collection and three working days after the next collection date.

    GIA and ISAs

    Sign in to the Aegon Platform to set up and manage regular contributions online. 

    These guides show you how to set up regular contributions and manage regular contributions online for your existing clients' GIA and/or ISA.

    How do I...set up regular contributions online for existing clients? (pdf)

    How do I...manage regular contibutions? (pdf)

  • When will you collect a regular contribution?

    For financial advisers only

    You can select a collection date between day 1 and day 28 of each month.

    It takes 10 working days to set up the first collection so please bear this in mind when selecting the collection date.

  • Can I change my client’s Direct Debit details online for payment of charges?

    For financial advisers only 

    No. Please ask your client to contact us and we can help.

  • Can I reduce my client’s payment of charges paid by Direct Debit online? 

    For financial advisers only

    No. Please ask your client to contact us and we can help.

  • Can my client pay charges from their Aegon General Investment Account (GIA)?

    For financial advisers only

    Yes. Your client can pay charges from their nominated GIA for:

    • ISA
    • SIPP
    • GIA
    • Offshore bonds
  • Can I set up employer regular contributions online for my client's Aegon SIPP?

    For financial advisers only

    Yes. When carrying out a quote for pension savings, on the Contributions screen you can add employer contributions. 

  • Can I reduce my client’s regular contributions online? 

    For financial advisers only

    Yes. View your client's product summary and select the Regulars tab. You can’t make changes to a regular contribution 10 working days before a collection and three working days after the next collection date. You can cancel a regular contribution online up until two working days before the collection date.

  • Can I change the Direct Debit details for my client’s regular contributions online?

    For financial advisers only

    If your client's bank details have changed and they want to update where the Direct Debit is taken from, they can contact us to update their bank details.

    Alternatively, you can stop the existing regular contributions and then set up new regular contributions where you can enter new bank details.

  • What is the maximum my client can pay by debit card?

    For financial advisers only

    The maximum your client can pay by debit card is £49,999.99. It takes around three working days before the money is available for investment. If your client is paying more than this or wants a quicker way to invest onto the Aegon Platform, they can send us the payment by a bank transfer. We’ll invest money from a bank transfer the next working day.

  • When will you deduct and pay charges?

    For financial advisers only

    We’ll calculate the charges on the last working day of the month and deduct them on or around the first working day of the next month.

  • When will my client receive their ad hoc withdrawal?

    For financial advisers only

    Where there is a sell-down, it will take at least five working days to get cleared cash. We’ll make payments at that point, usually within two working days, assuming there’s enough money in the product’s cash facility. We make the payment by BACS or faster payments.

  • What payment methods can I select for an ad hoc withdrawal?

    For financial advisers only

    We’ll pay any request for an ad hoc withdrawal into your client's selected bank account, providing we have verified bank details.

  • Why do you need to know if my client is present if I'm setting up a Direct Debit?

    For financial advisers only 

    We ask this to determine if you can complete the Direct Debit instruction online or on paper. If you have your client with you, or you have their agreement to set this up, you can do this online.

  • Why can't I view my client's regular contribution details?

    For financial advisers only

    This may be because your client pays their regular contributions by more than one direct debit payment. Please contact us to get details of the regular contributions or to amend them.

  • Can I submit regular monthly contributions for ISAs or GIAs online?

    For financial advisers only

    Yes. You’ll see an option to set up a monthly contribution when you apply for the product online.

  • If my client selects ‘Leave in cash’ for income and then doesn’t take regular withdrawals, what happens to any income that's generated?

    For financial advisers only

    Any income generated will remain in the cash facility of the product and will be used for fees and charges.

  • Can my client take regular withdrawals if they’re only invested in accumulation funds?

    For financial advisers only

    Yes. Your client can take regular withdrawals if they’re only invested in accumulation funds.

  • If my client is taking regular withdrawals, what’s the sell-down method?

    For financial advisers only

    If there isn’t enough money in the product’s cash facility to make the payment and your client hasn’t nominated a specific investment to sell down, we’ll sell down the largest investment within the product. 

    You can change the sell-down method or chosen fund in the online journey under the charges tab of the client's product summary.

  • Can I set up third-party contributions for my client?

    For financial advisers only

    Yes, you can add these as an individual single or monthly contributions. You'll need to supply the third party's name, address and complete a Confirmation of verification of identify so we can accept the contribution. 

    You should be aware that HM Revenue & Customs will treat third party contributions as personal contributions (as if they were paid by your client).

  • If I select consolidated natural income, when will you pay this to my client?

    For financial advisers only

    We pay consolidated natural income on day 12 of each month.

  • How do you pay consolidated natural income?

    For financial advisers only

    We always pay consolidated natural income to your client's bank account. You can select the account we pay it in to.

    The minimum amount we pay is £2.50 - we'll hold any amount less than this and pay it once the minimum amount is reached. 

  • What extra verification checks may my client have to give if paying by debit card?

    For financial advisers only

    When you enter your client's debit card details to pay for a single or top-up, WorldPay will automatically check to see if their card is enrolled in the 3D Secure scheme.

    If your client's bank does participate in this scheme, your client will be prompted to enter further verification information.

    This could be:

    • To enter their 3D Secure password in part of full
    • To enter a one-time passcode, that could be sent to their mobile or email address
    • A redirect to their mobile phone or tablet where they can authorise the debit card payment from within their banking app.

    It may be that no further verification is required. 

    Once verification is complete, you'll see a message on screen (and your client will receive an email) confirming if the payment was successful or not. 

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

    For financial advisers only

    How your client does this will vary depending on their bank or building society. Here are some suggestions:

    • 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.
    • Your client can add the provider through their online banking account.
    • Your client can call their bank or building society and ask for the provider 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 each bank or building society’s rules, so it may vary for each client.

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

Fees and charges

  • Can I be a servicing adviser and take fees from my client's account?

    No, Letter of authorities are applied to accounts for information purposes only. If you’d like to have servicing rights on your client’s account, you’ll need to be appointed as the servicing adviser on their products using the Granting an intermediary authority or appointment of intermediary form

  • How can my client pay my initial adviser charge?

    For financial advisers only

    For SIPP
    The initial adviser charge is taken from your client’s contribution. We’ll invest the balance of the contribution, after payment of initial adviser charge, into the product.

    For GIA and ISA
    You have the choice of taking the charge from the contribution, like a SIPP, or on top of the contribution. If you select on top of the contribution, your client will pay an additional amount to cover the initial adviser charge with the full amount you want being invested into the product.

Report Zone

  • What is Report Zone?

    For financial advisers only

    Report Zone is a separate reporting website, accessed from your dashboard. Your firm administrator can set up access for you. It holds lots of information about your clients, their investments and your business, including:

    • Adviser charges
    • Client valuations
    • Income distributions received by your clients
    • Investments held or traded by your clients
    • Model portfolio management 
    • Product wrappers opened and held by your clients

     

    You can find out more about Report Zone and how it could help you and your business in our helpful Report Zone guide.

  • What is the reporting capability on Report Zone?

    For financial advisers only

    We display the information in easy to understand tables and charts. You can view these online or if you want you can export and print them.

  • Do I need a separate sign in to access Report Zone?

    For financial advisers only

    No, just use your usual Aegon Platform sign on. You can access Report Zone from your dashboard.

  • Is Report Zone available at all times?

    For financial advisers only

    Between the hours of 01:00am to 08:00am each day we refresh the data to make sure you have the most up to date information. During this time, you’re unable to access Report Zone. 

    Some days this may take a little longer so you could try and access Report Zone later if you’re unable to get in. 

    If you continue to have problems accessing Report Zone outside these hours, please contact us.

Not found what you're looking for?

Category listings for forms and literature

Find the forms or support literature you’re looking for by clicking on the categories below:

Aegon General Investment Account (GIA)

Aegon ISA

Aegon ISA 2022/2023

Pensions

From 6 April 2020, in line with new rules, clients must get an illustration for pension income withdrawals to show the impact that the withdrawal could have on their retirement savings.

Please complete our Self-invested Personal Pension illustration data capture form and return it to us and we'll send you the illustration and any relevant forms.

Trusts

Adviser charges

Administration

Regulatory

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