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 email aegoncofundsadministration@aegon.co.uk to request a change to your email address. If you're contacting us by email please remember not to send any personal, financial or banking information because email isn't a secure method of communication.

    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 Customer Services.

    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 Customer Services.

  • 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.

  • 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.

  • Why can’t I switch GIA assets into an ISA in full, or close to the full amount?

    For intermediaries only.

    When switching assets into an ISA this must be an exact monetary amount so it’s clear how much will be transferred. The value of the general investment account (GIA) is subject to daily unit prices and the exact value won’t be known at the time you place the instruction to sell. For this reason, we restrict how many of the assets you can sell and enable you to enter a value that’s no more than 95% of the current value.

  • How often will a portfolio rebalance? 

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

    An intermediary or discretionary fund manager can also rebalance on an ad hoc basis.

  • How do I set up a new fund panel?

    For intermediaries 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 intermediaries 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 Intermediary Dashboard.

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

    For intermediaries only

    You can set up or change a model portfolio from the Model Portfolio Manager, on your dashboard assuming you have the correct access level. 

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

    For intermediaries 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 Customer Services.

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

    For intermediaries only

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

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

    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 intermediaries 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.

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.

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

    For intermediaries only

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

    If the illustration still doesn't generate, please contact our Platform Front Office.

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

    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. The lower annual allownce also applies to those in flexible drawdown before 6 April 2015. An annual allowance charge applies to any money purchase savings made in the year above that amount set for that tax year.

    If you'd like more information, visit the Pension Technical Zone on aegon.co.uk

  • What documents do I need to send you?

    For intermediaries only

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

  • What is a pension credit enhancement factor?

    If pension credit rights were acquired on or after 6 April 2006 a lifetime allowance enhancement factor known as the pension credit factor can be given. The ex-spouse's or former civil partner's lifetime allowance is enhanced by applying the pension credit factor. To qualify for a pension credit transfer the following conditions must be met:

    • the pension credit is held in a registered pension scheme and was acquired on or after 6 April 2006;
    • it's derived from a pension benefit from the same or another registered pension scheme that was already in payment to the original memeber at the time of the pension sharing order, and
    • the original memeber became entitled tot hat pension payment on or after 6 April 2006.
  • 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 intermediaries 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 call ReAssure on 0345 646 0381 (Monday to Friday 8:30am to 5:30pm. Call charges will vary).

    For product or administration queries email reassuresipp@mercer.com

    As email isn't a secure method of communication, please don't send any personal, financial or banking information.

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. 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 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. 

    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 intermediaries only

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

    This could be for a number of reasons.

    • Your Unipass certificate may not be registered with your Aegon account. Sign into your Aegon account, 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 for your Aegon account, 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

  • What improvements have you made to transaction history?

    For intermediaries only

    We’ve made a number of improvements to transaction history to make it simpler and clearer for you and your clients to understand. 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 new 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

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

    For intermediaries only

    After each benefit crystallisation event we send your client a statement with details of it. If you need other information you can contact our Platform Front Office.

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

    For intermediaries only

    Sorry, you’re not able to apply online. You need to complete the relevant form below, get your client to sign this and submit.

    Aegon Junior ISA application form

    Investment funds to a junior investment ISA

    Junior investment ISA transfer application form

    Junior investment ISA transfer authority

    Child trust fund to junior investment ISA transfer application

  • For intermediaries 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 0345 646 0381 (Monday to Friday 8:30am to 5:30pm. 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

    As email isn't a secure method of communication, please don't send any personal, financial or banking information.

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

    For intermediaries only

    No. You can manage this separately once the top up is complete. View your client’s product summary, and from ‘More options’ select ‘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 intermediaries only

    No. To manage regular contributions on your client's JISA, you need to complete our Junior investment ISA monthly savings amendment form.

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

    For intermediaries only

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

    Please complete the form below and submit.

    AJ Bell Investcentre SIPP Regular Investment Amendment Form

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

    For intermediaries 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 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 intermediaries only 

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

  • How do I take a one-off/ad hoc withdrawal payment for my client from their Aegon SIPP?

    For intermediaries only

    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. Email aegoncofundsadministration@aegon.co.uk for an illustration and the relevant forms.

    Our email system and the way we deal with data is internally secure. However we're unable to ensure security of emails before they reach us. Please consider this when sending us sensitive information.

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

  • Can I top up my client’s Suffolk Life Master SIPP online?

    For intermediaries only

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

    Please complete the form below and submit.

    The Suffolk Life Master SIPP Application Form

  • For intermediaries only

    No - you’re not able to make additional contributions to your client’s pension online on the Aegon Platform. You’ll need to contact ReAssure to do this. You can contact ReAssure by phone on 0345 646 0381 (Monday to Friday 8:30am to 5:30pm. 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

    As email isn't a secure method of communication, please don't send any personal, financial or banking information.

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

    For intermediaries only

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

  • How long will a transfer take?

    For intermediaries only 

    We’ll act on and process the request as soon as possible. We may have to request additional information to complete the request.

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

    For intermediaries only

    Typically, assuming there are no issues, 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 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

    Cofunds Pension Account Investment Transfer Schedule

    Cofunds Pension Account transfer request form

    Cofunds Pension Account drawdown transfer request form

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

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

    For intermediaries only

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

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

  • 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. 

    Sorry, you’re not able to carry out any transactions online for your client’s bond. For more information you can view the product literature on Canada Life International’s website.

  • Can I carry out drawdown 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 Cofund’s Pension Account.

    Please complete the relevant form below and submit.

    Cofunds Pension Account Capped Drawdown Application form

    Cofunds Pension Account flexi-access drawdown form

  • Can I carry out withdrawal transactions online for my client’s Cofunds 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 Income Payment or Amendment Request

    Uncrystalised Funds Pension Lump Sum Application form

  • How do I move my client into drawdown?

    For intermediaries only

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

  • For intermediaries only

    No. For more information you can contact Legal & General by email at ifa.response@landg.com or write to them at the following address:

    Legal & General Assurance Society Limited

    PO BOX 5457

    Hove

    East Sussex

    BN52 9GG

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

  • Why can’t I top up my client’s maxi ISA, mini ISA or PEP?

    For intermediaries only

    You can no longer make contributions into these products.

    You can top up your client’s ISA as long as this is within their yearly ISA allowance.

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

    For intermediaries only.

    No. Please complete our Change to product details form.

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

    For intermediaries 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 intermediaries 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 carry top up my client’s AJ Bell Investcentre SIPP online?

    For intermediaries only

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

    Please complete the relevant form below and submit.

    AJ Bell Investcentre SIPP Investments Application

    AJ Bell Investcentre SIPP Investments Transfer Application

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

    For intermediaries only.

    Sorry, you’re not able to 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 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

    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.

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

    For intermediaries only.

    Please contact our Platform Front Office who’ll be able to help you.

  • Can I manage regular contributions online?

    For intermediaries only

    Yes. View your client's product summary and select Regulars tab. Contact us if you want to change the monthly collection date.

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

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

    For intermediaries 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 our Platform Front Office.

  • Can I carry out drawdown 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 Cofund’s Pension Account.

    Please complete the relevant form below and submit.

    Cofunds Pension Account Capped Drawdown application form

    Cofunds Pension Account Flexi Access Drawdown Application form

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

    For intermediaries only

    Taking an ad hoc withdrawal depends on whether your client is already in drawdown or not.

    If your client is already in drawdown, they can take an ad hoc income payment. You need to complete our Ad hoc income request for an Aegon SIPP (flexi access drawdown) form.

    If your client isn’t already taking their SIPP pension benefits there are different ways they can take an ad hoc withdrawal.

    They could take an uncrystallised funds pension lump sum (UFPLS). You need to complete our Uncrystallised funds pension lump sum form.

    They can also, fully or partially, crystallise benefits. This could provide an ad hoc income payment and/or a pension commencement lump sum (PCLS). You can carry out this request online by selecting ‘More options’ on the SIPP summary screen and then selecting ‘Drawdown’.

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

    For intermediaries only

    You can't currently top up your client's Aegon SIPP online. 

    Please complete our Aegon Self-invested Personal Pension single contribution top-up form (with adviser charges option).

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

    For intermediaries only

    Yes. 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. View our How do I…top up an existing SIPP? for a walkthrough. 

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

    For intermediaries only

    No, you need to send us an email 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 Master SIPP online?

    For intermediaries only

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

    Please complete the form below and submit.

    The Suffolk Life MasterSIPP Application Form

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

    For intermediaries only

    No. 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 Portfolio Bond?

    For intermediaries 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 intermediaries only

    Sorry, you’re not able to apply online. You need to complete the relevant form below, get your client to sign this and submit.

    Aegon Junior ISA application form

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

    Junior ISA transfer application form

    Aegon Junior ISA transfer authority

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

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

    For intermediaries 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 intermediaries 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.

  • Can I re-register assets from another plan?

    For intermediaries 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.

  • How long will a switch take?

    For intermediaries only 

    When you place a switch online we'll instruct the fund manager to sell the investments you've requested. On confirmation from all the fund managers that they've accepted that instruction, which is typically received same day or next business day, we'll then instruct the fund manager(s) to buy the investments you've requested. 

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

    For intermediaries 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 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

  • 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 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 include a block transfer with other transfers?

    For intermediaries only

    Yes, but if your client's block transfer has a protected retirement age, we'll not allow any other transfers or contributions to be progressed until we receive the transfer with the protected retirement age. Our Customer Services team will contact you if this is the case.

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

    For intermediaries only

    Yes, you can add these as an individual single or monthly contribution. 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 HMRC will treat third party contributions as personal contributions so as if they were paid by your client.

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

    For intermediaries 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 entitlement to claim unused allowance in the previous three years through membership of a registered scheme in those earlier years;
    • their ability to make tax relievable personal contributions up to 100% of their relevant UK earning in the current tax year;
    • the impact of the tapered annual allowance in the current or three previous three years, and
    • whether or not they are already affected by the money purchase annual allowance.

    If you'd like more information, visit the Pension Technical Zone on aegon.co.uk

  • What is a disqualifying pension credit?

    For intermediaries 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 the Pension Technical Zone on aegon.co.uk

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

    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. 

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

    For intermediaries 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.

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

    For intermediaries only

    We pay consolidated natural income on the 12th of the month.

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

    For intermediaries only

    The income distribution choice has to be set individually for each product your client has. You can do this by selecting Manage income from funds for each product and you’ll 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 intermediaries 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 nature income.

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

    For intermediaries 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 intermediaries 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 intermediaries 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 intermediaries 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.

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

    For intermediaries 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 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 client wants to change their personal details?

    For intermediaries only

    Your clients should complete our Change of customer details form.

  • 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 Support team.

    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.

  • 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 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 intermediaries 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.

  • What if a company doesn't have a PSTR number?

    For intermediaries only

    PSTR numbers replaced PSO numbers in 2006 as part of pension simplification and a new online registration process. We only accept PSTR numbers online. 

    If the company you're dealing with only has a PSO number, please contact us and we'll arrange to have them set up.

  • 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 remove a named person?

    For intermediaries only

    To delete a live platform client who has a live product on Aegon Platform you need out contact our Platform Front Office who'll be happy to help.

  • How do I add or remove a new trustee? 

    For intermediaries only

    Please contact our Platform Front Office who’ll be able to help 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 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.

  • 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.

  • 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.

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

    For intermediaries only

    If your client has been 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 intermediaries only

    All products on 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 intermediaries 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 nature 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 '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;
    • Intermediary 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 an intermediary with firm or branch access), and/or
      • Bulk Data admin (if linked to an intermediary with firm or branch access).
    • Portfolio manager can have:
      • Firm administrator
  • Who can I set up and maintain in terms of user roles and permissions?

    Not for customers

    firm administrators can create:

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

    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 also the third party systems the data is to be passed to. Third party systems includes back offices systems, tools, front office systems and client portals. 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 intermediaries 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 Pension and SIPP.

    For more information including questions and answers view our Changes to the Legal & General bond and pension products.

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

    For intermediaries only

    Sorry 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 Customer Services.

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

    For intermediaries only

    When you enter your client's debit card details to pay for a single or top-up contribution, 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, or
    • 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 intermediaries 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 is 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 most up to date 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 most up to date version.

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 Regulars tab. You can't make changes to a regular contribution 10 calendar days before a collection and three working days after the next collection date.

  • 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 calendar 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 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

    Yes. View your client's product summary and select Regulars tab. You can’t make changes to a regular contribution 10 calendar 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 intermediaries only

    If your client's bank details have changed and they want to update where the direct debit it taken from, they can contact our Platform Front Office who'll be able 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 intermediaries 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 or cheque. We’ll invest money from a bank transfer the next working day and cheque payments within two working days.

  • 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.

  • How long does it take to make the first payment?

    For intermediaries only

    Once we receive your client’s request, we’ll process this within two business days. Payments will be made by BACS to your client’s account. Generally BACS payment are processed by banks within 24 hours of receiving the payment but in some cases it may take a little longer depending on the bank’s process.

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

    For intermediaries only 

    We ask this to determine if you can complete the direct debit instruction online or on paper.

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

    For intermediaries 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 ISA or GIA regular contribution new business online?

    For intermediaries 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 is generated?

    For intermediaries only

    Any income generated will remain in the cash facility of the product.

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

    For intermediaries only

    Yes. 

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

    For intermediaries only

    If there isn’t enough cash 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 by using the Change to product details form.

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

    For intermediaries only

    Yes, you can add these as an individual single or monthly contribution. 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 HMRC will treat third party contributions as personal contributions so as if they were paid by your client.

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

    For intermediaries only

    We pay consolidated natural income on the 12th of the month.

  • How do you pay consolidated natural income?

    For intermediaries only

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

    We pay it on the 12th of the month. 

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

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

    For intermediaries only

    When you enter your client's debit card details to pay for a single or top-up contribution, 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, or
    • 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 intermediaries 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.
    • You client can add via their online banking account.
    • You client can call their bank or building society and ask for the provider (Aegon in this case) 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 the 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

  • How can my client pay my initial adviser charge?

    For intermediaries 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 SIPP, or on top of the contribution. If you select on top of the contribution, you're client will pay an additional amount to cover the initial adviser charge with the full amount you want being 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.

Report Zone

  • What is Report Zone?

    For intermediaries only

    Report Zone gives you access to lots of different reports that can help you identify opportunities, keep track of business and demonstrate the value of your advice.

  • What is the reporting capability on Report Zone?

    For intermediaries 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 intermediaries only

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

Not found what your looking for?

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 9:00am - 4:00pm
  • 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 details above or you can complete our online form.

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.

Chat to us online

Web chat closed

Web chat open:
Monday-Friday 8:30am - 5:30pm
Saturday closed
Sunday closed

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

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. Email aegoncofundsadministration@aegon.co.uk for an illustration and the relevant forms.

Our email system and the way we deal with data is internally secure. However we're unable to ensure security of emails before they reach us. Please consider this when sending us sensitive information.

Trusts

Intermediary charges

Administration

Regulatory

Unable to find what you're looking for?

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