Keeping you up-to-date. 

We always aim to provide you with a fast and reliable platform. However, sometimes things happen that might affect the service we offer you. We'll keep you up-to-date on any issues on this page. If you have any issues to report, please email aegoncofundsadministration@aegon.co.uk

Payments

Issues to be resolved

Description Interim process Target resolution date Last updated
If customers have asked for income from funds to be paid as an income instead of being reinvested, we do this on the 12th of each month.
Most customers received theirs as usual last week, but we had a problem processing dividends from a small number of funds and these missed our cut-off prior to the payment run.
We’ve now completed this work, but rather than include in August’s run we’ve arranged for a special payment to be made. All expected customer income should therefore be received before Wednesday 25th July.
We apologise for any inconvenience caused and confirm that no customer will be disadvantaged as a result.
N/A By 25 July 2018 20/07/2018 at 10:00

FAQ

Description Interim process Target resolution date Last updated
Currently no issues to report.

Access and security

Issues to be resolved

Description Interim process Target resolution date Last updated

Currently no issues to report

FAQs

Description Interim process Target resolution date Last updated

Please note that you can only access the customer dashboard if you are the primary holder of a product.

If you're a primary holder and also a joint holder of a different product, you'll be able to see both of these products on the customer dashboard.

Also all users of the customer dashboard need to have their own unique email address. These can't be shared by joint holders.

You can easily set up an email address or create an alias linked to your main email account if you don't want two separate addresses - click for help setting up aliases for gmail and outlook.

By 31 August 2018

23/05/2018 at 10:00

Client Info

Issues to be resolved

Description Interim process Target resolution date Last updated

Currently no issues to report

FAQs

Description Interim process Target resolution date Last updated

When reviewing the transactions tab on your product page, in addition to opening balance transactions for the upgraded platform, you may notice what look like historical entries. These are included in order to ensure dividends can be paid correctly in the future. They have no impact on your account.

The information below describes how we’ve calculated holding positions for transactions at the point of the upgrade.

• Your upgraded account will contain some additional opening transactions, including when distributions were last paid for a fund.
• We need to record these dates to ensure that you receive future distributions as expected. In some situations these will show as occurring in the past.
• The effective date of these transactions may show as later than expected. There's no impact to your holdings as the unit position will be correct and the most recent unit price is used for all wrapper valuations.
• You will also see Corrective Trade Adjustments (balancing transactions) which may appear as negative amounts. These are added to correct the unit positions for any funds which were in progress at the point of the upgrade.
• Finally, if the volume of funds held span to two or three decimal places, we'll apply an adjusting transaction to bring the holding position in line for reporting purposes.
• These transactions have no impact on your account valuation.

N/A

23/05/2018 at 10:00

Some customers have been looking for their historical transactions on the product summary view.

A full view of your post-upgrade Aegon transaction history, including unit pricing, is available by selecting 'investment fund trading view' under the 'Transactions' tab on the product summary view.

A simplified Cofunds transactions history is also available here, but for unit pricing queries please call us on 0345 604 4001.

N/A

24/05/2018 at 11:00

Your latest Cofunds quarterly statement will be mailed to you later in the summer.

You may be expecting your latest Cofunds quarterly statement. As we focus on improving our service to you, we’ve decided to send the statements, currently due, throughout September and October instead.

If you need a valuation before then, your intermediary can provide this. Or, if you have online access to your account, you can get your latest valuation by logging in to your customer dashboard.

You should have received your consolidated tax voucher for the 2017/2018 tax year in April 2018.

By end October 2018

20/07/2018 at 10:00

Transact and Manage

FAQs

Description Interim process Target resolution date Last updated

When investing by debit card, the amount isn’t appearing immediately against your product holding on the website, despite a confirmation from World Pay being received.

Payments will appear on your account and can then be invested when the payment has cleared.

N/A

Resolved

Transact and Manage

Description Interim process Resolved

The online process to manage regular contributions on ISA or GIA is not currently available.

This is now live.

04 June 2018