Handling complaints

Our commitment

We’re committed to giving all our customers a high standard of service, but we know that sometimes we don’t get things right. When this happens, we aim to deal with all complaints in a fair, efficient and effective manner

Complaints publication report

We report details of our complaints to the Financial Services Authority (FSA) twice a year. This table covers our most recent report - the period from 1st January 2011 to 30th June 2011

Stonebridge International Insurance Ltd and AEGON Direct Marketing Services Ltd

Period covered in this report: 1 January – 30th June 2011.

*Eight weeks is the FSA timescale for us to resolve a complaint. Customers also have the right to take their complaint to the Financial Ombudsman Service.

Out of over 3 million financial transactions we processed with our customers between 1st January 2011 and 30th June 2011 resulted in us receiving 358 reportable complaints. We upheld 48 reportable complaints in this time, which is equal to one for every 62,500 financial transactions.

Learning from complaints

We’re committed to treating our customers fairly and will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future. If you have a complaint, please contact us