Frequently asked questions (FAQs)

Issues with your details

  • How can I change my email address or PIN number?

    For intermediaries only

    Changing your email address

    Please contact your Firm Administrator in the first instance. If your Firm Administrator isn't able to help you, you can contact our Platform Front Office.

    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.

    Changing your PIN number

    Please contact your Firm Administrator in the first instance. If your Firm Administrator isn't able to help you, you can contact our Platform Front Office.

    Once you've been verified, you’ll receive an email with a 10-digit reset code. For security reasons the code you receive expires after 20 minutes.

    If the code expires, please contact your Firm Administrator to request a new code.

    If your Firm Administrator isn't able to help you, you can contact our Platform Front Office.

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

    For intermediaries only

    For security reasons the code we send you expires after 20 minutes.

    Please contact your Firm Administrator to request a new code.

    If your Firm Administrator isn't able to help you, you can contact our Platform Front Office.

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

    For intermediaries only

    For security reasons the code we send you expires after 20 minutes.

    Please contact your Firm Administrator to request a new code.

    If your Firm Administrator isn't able to help you, you can contact our Platform Front Office.

Investment information

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

    For intermediaries 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 intermediaries 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 intermediaries only

    Usually this will be because the fund has been 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 your Platform Front Office

  • Why are some of the funds from the GIA not appearing?

    For intermediaries only

    If your client is invested in funds through the GIA that don’t show, this will be because they're currently suspended. For information about this, please contact our Platform Front Office.

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

    For intermediaries only

    The changes that you make to your client’s regular contribution may mean that the automatic rebalancing strategy that you had 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?

    Not for customers

    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 our Platform Front Office.

  • Why do you need to know the client relationship?

    For intermediaries only

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

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

  • How do I make changes to a fund panel?

    For intermediaries 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?

    Not for customers

    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.

Transfers

  • How many transfers can I add?

    For intermediaries only

    This depends on the product you chose.

    If you select ISA or general investment account (GIA) then 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 intermediaries 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 intermediaries only

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

  • Can I re-register assets from another plan?

    For intermediaries only

    Yes. 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.

Advice and support

  • What is discretionary and advisory client relationship?

    For intermediaries only

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

    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.

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

    For intermediaries only

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

Unipass

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

    For intermediaries 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 Aegon account, go to your Profile page and select the ‘Register Unipass’ button and follow the steps to register.

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

  • What is Unipass?

    For intermediaries only

    Unipass is a service that allows you to create a unique online identity. It enables 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. 

  • Why is my Unipass sign on not working?

    For intermediaries only

    This could be for a number of reasons. If your:

    • Unipass certificate isn’t valid, contact Unipass.
    • Unipass certificate has expired, contact Unipass.
    • email address on your Unipass certificate isn’t the same as the email address you use for Aegon account, contact Unipass to update your email address with them.
    • account is locked, contact your firm administrator, in the first instance, or if they aren’t available contact our Platform Front Office.
  • How do I sign in using Unipass?

    For intermediaries only

    You need to register your Unipass certificate with your Aegon account. 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 intermediaries only

    This could be for a number of reasons. If your:

    • Unipass certificate isn’t valid, contact Unipass.
    • Unipass certificate has expired, contact Unipass.
    • email address on your Unipass certificate isn’t the same as the email address you use for Aegon account, contact Unipass to update your email address with them.
    • account is locked, contact your firm administrator, in the first instance, or if they aren’t available contact Platform Front Office.

Transactions

Client details

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

    For intermediaries only 

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

  • What are the different client types?

    For intermediaries only

    You can add four different client types.

    Individual – one individual investor for all product types.

    Joint – you can add two investors under the one general investment account (GIA). If an existing Cofunds GIA had more than two, we’ll display up to four investors.

    Trustee – trustee investor for the general investment account only.

    Corporate – company investor for the general investment account only.

  • How do I add or remove a director? 

    For intermediaries only

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

  • What happens if I delete a new joint client?

    For intermediaries 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 our Platform Front Office who’ll be able to help you.

  • What happens if I delete a new trustee client?

    For intermediaries only 

    If your client is still a prospect and doesn’t have any products on platform, the record will be deleted. You won’t be able to retrieve this.

    If your client is a live platform client and has live products on platform you can’t delete the client. Please contact our Platform Front Office who’ll be able to help you.

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

    For intermediaries only

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

    Trustee clients - trust name.

    Corporate clients – company name.

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

    For intermediaries only.

    You need to complete our Death benefit nomination/expression of wish form form, get your client to sign it and send this to us

  • How do I add or remove a director? 

    For intermediaries only

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

  • What happens if I delete a new trustee client? 

    For intermediaries only

    If your client is still a prospect and doesn’t have any products on platform, the record will be deleted. You won’t be able to retrieve this.

    If your client is a live platform client and has live products on platform you can’t delete the client. Please contact our Platform Front Office who’ll be able to help you.

  • What happens if I delete a new client? 

    For intermediaries only.

    If your client is still a prospect and doesn’t have any products on platform, the record will be deleted. You won’t be able to retrieve this.

    If your client is a live platform client and has live products on platform you can’t delete the client. Please contact our Platform Front Office who’ll be able to help you.

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

    For intermediaries only

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

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

    For intermediaries only

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

  • What if my clients aren’t UK resident?

    For intermediaries only.

    Sorry, we’re unable to accept applications where clients aren’t UK resident. All clients need to be UK resident.

  • What happens if I delete a new corporate client? 

    For intermediaries only

    If your client is still a prospect and doesn’t have any products on platform, the record will be deleted. You won’t be able to retrieve this.

    If your client is live platform client and has live products on platform you can’t delete the client. Please contact our Platform Front Office who’ll be able to help you.

  • How many trustees or directors can I add?

    For intermediaries only

    For a trustee application, there must be at least one trustee. There’s no maximum.

    For company applications, there’s no minimum or maximum number of directors.

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

    For intermediaries 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 intermediaries only 

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

    Trustee clients - trust name.

    Corporate clients – company name.

  • What is a natural identifier?

    For intermediaries only

    The natural identifier is different depending on the investor/client type.   

    For an individual client, the natural identifier is their National Insurance Number.

    For a joint account, we require the same information as for an individual client but for all people on the joint account.

    For a corporate client the natural identifier is their legal entity identifier.

    For a trust client if the trust doesn’t have a legal entity identifier, please contact our Platform Front Office.

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

    For intermediaries 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.

  • What happens if I delete a new corporate client? 

    For intermediaries only

    If your client is still a prospect and doesn’t have any products on platform, the record will be deleted. You won’t be able to retrieve this.

    If your client is a live platform client and has live products on platform you can’t delete the client. Please contact our Platform Front Office who’ll be able to help you.

  • How many trustees or directors can I add?

    For intermediaries only 

    For a trustee application, there must be at least one trustee. There’s no maximum.

    For company applications, there’s no minimum or maximum number of directors.

  • What if my clients aren’t UK resident?

    For intermediaries only 

    Sorry, we’re unable to accept applications where clients aren’t UK resident. All clients need to be UK resident.

  • What are the different client types? 

    For intermediaries only 

    You can add four different client types.

    Individual – one individual investor for all product types.

    Joint – you can add two investors under the one general investment account (GIA). If an existing Cofunds GIA had more than two, we’ll display up to four investors.

    Trustee – trustee investor for the general investment account only.

    Corporate – company investor for the general investment account only.

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

    For intermediaries only

    Your clients should complete our Change of customer details form and send this to us.

  • What if my corporate client moves abroad?

    For intermediaries only

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

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

    For intermediaries only

    No. 

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

    For intermediaries only

    A joint account can have up to four people including the primary holder. You can add additional people by completing our Aegon General Investment Account joint holders form.

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

    For intermediaries only

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

  • What if my client’s company details needs changed?

    For intermediaries only

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

  • How do I add or remove a director?

    For intermediaries only

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

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

    For intermediaries only

    Your client should contact our Platform Front Office.

    You should let us know what you’d like us to do with the account. Please make sure the relevant directors/signatories sign any instruction not submitted online) you send us.

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

    For intermediaries only

    No.

  • What if my clients have moved abroad?

    For intermediaries only

    Your clients should contact our Platform Front Office.

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

    For intermediaries only

    No. To make changes to the beneficiaries, you need to complete our Death benefit nomination/expression of wish form.

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

    For intermediaries only

    Assuming there are no isuses, 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.

  • Why can’t I see the changes I've made on my client's product?

    For intermediaries only

    If you top up your client's general investment account (GIA) or ISA, add a default investment strategy or rebalancing instructions, there will be a delay in this showing on your client's product summary. This doesn't have any impact on the transaction itself.

    Assuming there are no issues, your changes will show on the system shortly. If there are any problems, we'll contact you. 

     

Products

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

    For intermediaries only 

    Children under age 18.

  • What’s the maximum dependent’s pension?

    For intermediaries only

    100%. 

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

    For intermediaries only

    You can read our Fund protection summary or our frequently asked questions on www.aegon.co.uk - alternatively you can find out more on HMRC’s website.

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

    For intermediaries only

    Your client can move assets held within their GIA into their ISA. To do this, you need to contact our Platform Front Office to request an illustration and an application form. Please have the following information ready:

    • the total amount your client is looking to move into their ISA;
    • the names and SEDOL numbers for the funds your client would like to invest the contribution in; and
    • 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 regular withdrawals or consolidated natural income?

    For intermediaries 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 intermediaries only

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

  • What’s the age limit for an ISA?

    For intermediaries only

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

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

    For intermediaries only.

    Children under age 18.

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

    For intermediaries 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.

  • What is meant by flexibly accessed?

    For intermediaries 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 pensions. An annual allowance charge applies to any money purchase savings made in the year above that amount set for that tax year. Read about Money Purchase Annual Allowance on www.aegon.co.uk

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

    For intermediaries 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 intermediaries only

    We give all clients a GIA so they can pay their charges from here 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 pay charges by taking into consideration the product they have.

  • What assumptions do you make for a dependent’s pension if I don’t input specific details?

    For intermediaries 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. 

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

    For intermediaries 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)

    Cofunds Pension Account Investment by direct debit - regular contributions

    Cofunds Pension Account employer's contribution authority.

    If the forms above don't cover the transaction you'd like to carry out, please contact our Platform Front Office.

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

    For intermediaries 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 a switch on my client’s Legal & General Portfolio Bond online?

    For intermediaries only

    Sorry, you’re not able to carry out any transactions online.

    Please complete the form below and submit.

    Authority to Accept Switch Instructions for your Portfolio Bond from your Adviser

    Alternatively, you can find out more information on Legal & General’s website.

  • Can I generate a pre-retirement quote online for my client?

    For intermediaries only

    Sorry, this service isn't currently available. We're busy working on this and will bring you this soon. 

    If you need help before then, please contact our Platform Front Office.

  • Can I carry out regular contribution transactions online for my client’s Suffolk Life Master SIPP?

    For intermediaries only

    Sorry, you’re not able to carry out any transactions online.

    Please complete the form below and submit.

    Suffolk Life Self-Invested Pensions Regular Investment and Amendment Form

Access and security

  • Can I use my existing Cofunds’ login for the Aegon Platform?

    For intermediaries only

    The first time you access your Aegon Platform account you’ll use your Cofunds’ login to verify your details. You’ll use your IFA authorisation code, memorable date and password or your Unipass certificate if you have one.

    After we verify your details, we’ll ask you to create a new password, set up a six-digit security PIN and confirm email details.

    You only have to do this the first time you sign in. In future, when you sign in to your Aegon account you’ll use your email address and the new password you created. You’ll also be able to log in with your Unipass certificate.

  • What is the primary role for a user?

    Not for customers

    The primary role is the main role the 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 ‘Intermediary’ role but also want them to carry out ‘Firm Administrator’ and ‘Portfolio Manager’ permissions – then the primary role for the user would be ‘Intermediary’. You need to give them additional access for ‘Firm Administrator’ and ‘Portfolio Manager’. This will give the intermediary 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 additional access.
    •          Intermediary – can have Firm Administrator and Portfolio Manager as additional access.
    •          Paraplanner – can have Firm Administrator and Portfolio Manager as additional access.
    •          Portfolio Manager – can have Firm Administrator as additional access.
    •          DFM Administrator – can have DFM User as additional access.
    •          DFM User – can have DFM Administrator as additional access.
  • Who can I set up and maintain in terms of user roles and permissions?

    Not for customers

    Firm Administrators can create:

    • Other Firm Administrators.
    • Intermediaries – view only or view and transact.
    • Paraplanners – view only or view and transact.
    • Portfolio Managers.

    DFM Administrators can create:

    • DFM Administrators.
    • DFM Users.
  • What documents do I need to send you?

    For intermediaries only

    We’ll always let you know what you need to send us.

  • What roles and permissions are available?

    Not for customers.

    There are a number of different roles available. These are shown below, please contact your Firm Administrator or our Platform Front Office to find out the different permissions each role has.

    • Intermediary – view only.
    • Intermediary – transact.
    • Portfolio Manager.
    • Firm Administrator.
    • Paraplanner – view only.
    • Paraplanner – transact.
    • DFM Administrator.
    • DFM User.

Payments

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

    For intermediaries 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 intermediaries only

    Two days after we receive it.

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

    For intermediaries only

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

  • Can I cancel my client’s direct debit for payment of charges?

    For intermediaries only 

    No. Please ask your client to contact our Platform Front Office who’ll be able to help.

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

    For intermediaries only

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

  • Can my client pay the initial adviser charge by direct debit? 

    For intermediaries 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 intermediaries 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 at a later date.

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

    For intermediaries only

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

  • When will you collect a regular contribution?

    For intermediaries only

    You can select a collection date between 1st and 28th of the month.

    It takes 10 working dates 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 intermediaries only 

    No. Please ask your client to contact our Platform Front Office who’ll be able to help.

  • Can I reduce my client’s payment of charges paid by direct debit online? 

    For intermediaries only

    No. Please ask your client to contact our Platform Front Office who’ll be able to help.

  • Can my client pay charges from their general investment account (GIA)?

    For intermediaries 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 intermediaries 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 intermediaries only

    No. Please contact our Platform Front Office who’ll be able to help you.

  • Can I change the direct debit details for my client’s regular contributions online?

    For intermediaries only

    No. Please contact our Platform Front Office who’ll be able to help you.

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

    For intermediaries only

    The maximum debit card payment is £999,999.99. If your client is paying more than this they’ll have to select an alternative payment method of bank transfer or cheque.

  • When will you deduct and pay charges?

    For intermediaries only

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

     

  • When will my client receive their ad hoc withdrawal?

    For intermediaries only

    We’ll make payments within two working days, assuming there’s sufficient cash in the product’s cash facility. We make the payment by BACS so it will be in your client’s bank account within three to five working days after being made.

     

  • What payment methods can I select?

    For intermediaries only

    We’ll pay any request for an ad hoc withdrawal directly into your client’s bank account.

  • Why can't I see a debit card contribution on my client's account?

    For intermediaries only

    Payments will only show on your client's account once the payment has cleared. You'll then be able to invest this.

Fees and charges

  • How can my client pay my initial adviser charge?

    For intermediaries only

    Your client has two options if they decide to pay you an initial adviser charge and they want us to facilitate this.

    The default position is for the initial adviser charge to be taken from your client’s contribution. If they select this, we’ll invest the balance of the contribution, after payment of initial adviser charge, into the product.

    They could also choose to make an additional payment into their general investment account and we’ll pay it out from here. If they select this option, their full contribution will be invested into the product.

  • Why is the ad hoc withdrawal amount subject to fees?

    For intermediaries only

    It will be subject to fees if your client has sold exchange-traded funds (ETFs). An aggregated stockbroker fee applies to ETFs.

    You can find details of the aggregated stockbroker fee in our ISA/JISA/GIA charges guide or our SIPP/GIA charges guide.

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Get in contact

We take great pride in helping our customers achieve a lifetime of financial security. Here's how you can contact us.

Get in touch by phone

0345 604 4001

Phone lines open:

  • Monday-Friday 8:30am - 5.30pm
  • Saturday closed
  • Sunday closed

Charges may apply, please check your provider's tariff.

Written communications

You can write to us at Aegon Cofunds Administration, PO Box 17491, Edinburgh, EH12 1PB.

You can email us at aegoncofundsadministration@aegon.co.uk

Submit a complaint

If you feel you need to make a complaint, you can contact us using the contact details above or you can email us at customerexperiencecomplaints@aegon.co.uk

Please note that there’s no guarantee that any email sent will be received or that it will remain private during internet transmission. You should avoid sending us any personal or confidential information this way.

Document library

To search for documents please use the search bar above.

Most popular documents

Change of customer details form - Aegon platform (PDF - 155Kb)

For customers - Use this form to tell us about any changes to customer details that can't be made online.

Direct Debit Mandate Platform Charges (PDF - 74Kb)

This form is used to set up a Direct Debit to pay charges from your General Investment Account (GIA) only.

Rebalancing Instruction/ Investment strategy instruction form - Aegon Platform (PDF - 150Kb)

For intermediaries to set up or change an investment strategy and rebalancing

Re-registration authority form - GIA (PDF - 34Kb)

Use this form to re-register investments from another investment/plan manager into an Aegon General Investment Account (GIA)

Re-registration authority form - ISA (PDF - 146Kb)

Use this form to re-register investments from another investment/plan manager into an Aegon ISA. Re-registration is a transfer of investments between ISAs without selling them in the process.

Unable to find what you're looking for?

If you've not been able to find what you're looking for, perhaps our frequently asked questions will help, alternatively you can contact us.

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