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

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.

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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.

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24/05/2018 at 11:00

Transact and Manage

Issues to be resolved

Description Interim process Target resolution date Last updated

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

Please speak to your intermediary.

By 21 May 2018

08/05/2018 at 11:00

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.

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