Frequently asked questions (FAQs)
How do I update my personal details?
Please contact us to change any details which are incorrect. Select the Customer services link under the Help and Support tab at the top right of the page to get in touch.
How do I change my email address?
To change your email address firstly Sign in. Then go to Profile, select Security & Notifications, then Change email address to start the process of updating your details.
How do I update my name, address or contact details?
To update your name, address or contact details, please fill in this form. Please remember to include any supporting information required.
How do I change my contact preferences?
Aegon won't send you any marketing communications, however you may receive marketing communications from Nationwide. Find out how to update your Nationwide marketing preferences.
Where can I find all my documents once I open/activate my account?
You'll find these in each of the individual product dashboards. Simply choose the name of one of your product you want to view details on (e.g. Stocks and Shares ISA) and select the Documents tab. From here, you will be able to download the documents connected with your account.
What do you need to register the planholder's death?
If you need to tell us about the death of a planholder, we’ll need you to firstly confirm your full name, contact number and address for correspondence. We'll then need you to confirm the planholder’s account, their full name, date of birth and address. We'll also need a certified original death certificate. Please contact us so we can help.
What is my customer number for?
Your customer number is used to verify your identity/account. If you've forgotten your customer number you can view this in the Your details section of your Profile.
What do we mean by 'habitually resident in the UK'?
This means your main permanent residential address has to be within the United Kingdom.
How do I get a financial adviser?
If you want financial advice, you should contact your local Nationwide branch to speak to a Financial Planning Manager.
How do I add a bank account?
To add a new bank account in your customer dashboard, select Bank details from your Profile and then Add a bank account to begin the process.
Some online transactions will also allow you to add bank account details.
Who can certify a document and how do they do it?
You can make changes by contacting us. Before making any changes to your policy, we recommend that you seek advice.
Copies of documents can be certified by one of the following people, who may charge for this service:
Ministers of religion;
Credit union employee;
Post Office official (through the post office’s certification service);
Bank / building society employee;
Barrister / solicitor / paralegal;
Justice of the peace;
Member of Parliament;
Serving police officer.
The person certifying your document should write the following on the copy document:
Their name in block capitals;
The name of the company they work for and their occupation;
The statement 'I certify this to be a true likeness of the original';
and their signature and date.
Should I set a document preference?
Setting a document preference lets us know whether you'd like to receive your documents Online or by Post.
Choosing Online and going paperless means we'll reduce the amount of paper we issue. You don't have to worry about missing a document as once we launch the service from September 2021, you'll start to receive an email each time a new document is available to view. So, it's important to keep your email address updated. You can view a list of all documents we're making available paperless.
Where possible, we'll apply your document preference to all document types and to all products you hold with us including any future products you may take out. We may still send some documents by post where an online version isn't currently available.
Can the same email address be used for multiple accounts?
The same email can’t be used for more than one customer account. You can have multiple products within a single account if they’re registered to the same name.
Why have I received an account activation email?
To set up an online account with us, you first of all have to activate your account. If you, or your financial adviser on your behalf, request an online account we’ll send you an email with an account activation code to your registered email address. To complete the activation, you’ll need to follow the steps and enter your activation code.
How do I access my account online?
To manage your investments you'll need to activate your account. Visit nationwide.aegon.co.uk/activate and enter the unique activation code you received in our letter, then follow the steps to set up and activate your account. (Please remember that it's important to use an individual email address rather than a shared email address). Once you’ve activated your account, you can manage and transact on your investments at any time that suits you. Remember to bookmark nationwide.aegon.co.uk to make it easier to sign in into your account in future.
If you’re an IPS customer you'll need to verify your email address to access your account. Visit nationwide.onlineips.co.uk and sign into your account then follow the steps to verify your email address. (Please remember that it's important to use an individual email address rather than a shared email address). Once you’ve verified your account, you can manage and transact on your investments at any time that suits you. Remember to bookmark nationwide.aegon.co.uk to make it easier to sign in into your account in future.
If you have a BT email address, you may not be able to see the verification code to complete verification step of the account set up process. To enable you to see the verification code, open the BT email page and select ‘settings’, ‘mail’, then ‘general mail settings’. Change your email settings to ‘always display images from contacts in my address book’. When you reopen your emails, save the settings and select ‘display images’ which means you’ll be able to see the image containing your verification code.
Why haven't I receive an email with my account activation code?
If you haven't received your account verification email, please check your email junk folder, otherwise please contact us.
If you don't currently have access and would like to manage your account online, you can request online access to your account. If you have an adviser, you'll need to speak to them first.
You'll receive an email with an activation code and instructions on what to do next within 48 hours.
For more help, please read our activation guide.
How do I change my security details?
You can reset/change your password by signing in to your account . Any other security details can't be changed online at present, instead, simply sign in and select the Help and Support tab and choose Customer Services from the drop down menu to get in touch with us so we can help.
Beware of ‘phishing scams’ - if you ever receive an email from someone you don’t know, be careful not to click on any links or attachments, as they may install harmful software on your device.
We will not send emails asking you to re-confirm your password or your personal information for ‘security purposes’. Our Staying Safe guide provides more information.
I’ve forgotten my user name, what do I do?
Don't worry. Your user name is normally your email address. However, if you're still having problems after keying in your email address, please contact us.
How do I get to see the information that Aegon holds about me?
You have the right to request a copy of the personal information we hold on you. When you request this information, this is known as making a Subject Access Request (SAR). In most cases, this will be free of charge. In some circumstances, for example, repeated requests for further copies, we may apply an administration fee. To exercise this right, please write to the Data Protection Officer, Aegon, Edinburgh Park, Lochside Crescent, Edinburgh, EH12 9SE or email firstname.lastname@example.org
Our email system and the way we deal with data internally is secure. However, we're unable to ensure the security of emails before they reach us so please consider this and do not include any personally sensitive, financial or banking information that has not been appropriately secured.
If you have access to our online services, you may be able to log in and complete your action securely.
What do you do with my personal information?
We're committed to protecting and respecting your privacy and information.
This policy explains:
- Why we need your information
- What we do with it
- Who we might share it with
- How you can exercise your rights.
How many banks does Aegon (Scottish Equitable plc and Cofunds Limited) hold accounts with?
We use multiple banks to hold our customers money which helps to reduce the risk if any of the banks were to get into financial difficulty. The Financial Services Compensation Scheme pay compensation up to the limit of £85,000 per person, per authorised bank or building society.
The banks we currently use are:
- Lloyds Bank Plc.
- HSBC Bank Plc.
Does using an older version of my browser affect my online experience?
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. This could also affect your experience when using our website or online systems. 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 latest version of your web browser, there is a chance you're missing out on some of the functionality and security features the latest browser has to offer.
How do I email Aegon?
If you have a question about a policy or product, or want to get in touch, we're here to help. You can find out more about how to get in touch with us on our Support and contact page.
What's your postal address?
Aegon NBS, Sunderland, SR43 4DP
How do I make a complaint?
We hope you never have cause to complain, but if you do, please contact us by using the details on the How to make a complaint page.
Can I open an ISA without a National Insurance number?
No - you need to provide your National Insurance number during the application process.
Why do I have a cash facility within my Aegon ISA?
The cash facility lets you hold cash in your ISA. This money can be used to invest into funds, to pay charges or can be withdrawn.
If you don't want to pay your ongoing charges from your ISA, you may be able to re-direct and pay them from your GIA cash facility. We'll automatically set up a GIA for you when you buy an Aegon ISA.
How much tax will I pay?
Returns from an ISA are free from any personal liability to income tax and capital gains tax. You also don’t have to disclose them on a tax return.
This information is based on our understanding of current, taxation law and HM Revenue & Customs (HMRC) practice. The value of any tax benefits will depend on individual circumstances. The favourable tax treatment of ISAs may not be maintained in the future.
If I change my mind, can I get a refund?
Yes. You have 30 days to cancel opening an ISA starting from the day you receive the documents with your contract details. If you cancel within this period, the payment won’t count towards your ISA allowance. However, if you cancel after the 30-day period has expired, the payment will count towards your ISA allowance.
For full information regarding your cancellation rights, please see the Key Features document.
How do I switch to a new fund?
Sign in to your online account and choose the relevant product. Then, if you have access, select 'Switch funds' and follow the instructions. Switching fund will not affect the investment of any regular contributions you may be paying.
To change the investment strategy of regular payments, please get in touch with 'Customer service' using the Help and Support drop down menu. If you're unsure you should seek financial advice.
Can I still make payments to my Aegon ISA if I'm no longer resident in the UK?
No. We can only accept payments from you if you're:
- resident and ordinarily resident in the UK (for further information see the gov website), or
- a Crown employee serving overseas and paid out of public revenue of the UK (for example, a member of the armed forces, or a diplomat), or
- married to, or in a registered civil partnership with someone performing duties as a Crown employee serving overseas and paid out of public revenue of the UK.
How do I close my ISA?
Please contact us if you want to close your ISA.
To contact us, sign in and select the 'Help and Support' tab and choose 'Customer services' from the drop down menu.
I made a mistake during the application process. What should I do?
Simply sign in and select the Profile tab and choose Customer services from the drop down menu to get in touch with us so we can help.
Why is my transfer in to my account not showing up?
We need to work with your current provider to make the transfer, this can sometimes take a little longer to process than most other transactions.
If you have a transfer in progress, please contact us to find out its current position.
How can I make payments?
Your financial adviser can arrange online account access if you don't already have it. If you don’t have a financial adviser and are comfortable managing your own investments, you can sign in to manage your account.
Can I make one-off payments by Direct Debit, or do I need to do a bank transfer?
No, we only accept one-off payments by bank transfer, debit card or cheque. You can only make regular payments by Direct Debit.
Do you accept regular payments by bank transfer?
No, we can only accept regular payments by Direct Debit. You can make one-off payments by bank transfer.
I’ve missed a regular ISA payment. How do I bring this up to date?
To do this, sign in to your account to view your investments. Select View and Manage for the ISA you wish to bring up to date. Select Top up. Follow the instructions to make a one-off payment by debit card, bank transfer and cheque.
Can I make payments from a joint bank account?
If you have a joint bank account, you must be able to give authorisation on your own to make payments.
Where can I see the charges that have been taken from my account?
To do this select the product you want to view the charges on and select the Transactions tab. From here, you'll be able to view the charges taken from your account.
Is there a charge for switching funds?
No - it won't cost you anything to switch funds.
What rate of interest is payable on cash in my Aegon ISA cash facility?
What's the maximum amount I can pay in to an ISA?
The maximum amount (also known as the ISA allowance) for the current tax year is:
- £20,000 for a stocks and shares ISA, cash ISA and innovative finance ISA. This £20,000 covers the total amount paid into a stocks and shares ISA, cash ISA, an innovative finance ISA and a lifetime ISA.
- £4,000 for a lifetime ISA. Please note, this is included in the overall ISA limit of £20,000. A lifetime ISA can’t be used to increase your limit to £24,000.
You can split your ISA allowance between a stocks and shares, cash, innovative finance and lifetime ISA as best suits your circumstances. The rule is that you mustn’t have more than the annual ISA allowance split between the different types of ISA. It's your responsibility to make sure you don’t exceed the annual ISA allowance.
We don’t currently offer a lifetime, cash or an innovative finance ISA.
What is my annual ISA allowance?
The maximum annual ISA allowance is £20,000 for the 2022/23 tax year.
Why does every customer get a General Investment Account (GIA)?
We may also set up a General Investment Account (GIA) to allow you to pay any charges from and invest in. There’s no charge for this until you decide to use it. Find out more in our Guide to GIAs.
What's the maximum amount I can pay in to a GIA?
There is no restriction on what you can pay into a GIA.
How much tax will I pay?
Unlike an ISA or pension, there are no tax benefits for investing in a GIA. You pay income tax on any income you receive from the GIA, and capital gains tax on any realised gain you make on your GIA. The tax paid will depend on your personal tax situation, and may be subject to change in the future.
Why do I have a cash facility within my GIA?
You have a cash facility within your GIA to enable us to take charges and make payments to you.
How do I switch to a new fund?
Sign in to your online account and choose the relevant product. Then, if you have access, select 'Switch funds' and follow the instructions. Switching fund will not affect the investment of any regular contributions you may be paying. To change the investment strategy of regular payments, please get in touch with 'Customer service' using the Help and Support drop down menu. If you're unsure you should seek financial advice.
What rate of interest is payable on cash in my GIA cash facility?
How can income be paid from my funds?
Dividend payments and interest from your funds can be distributed to you as income, held as cash or reinvested back into the fund itself. You can do this in the Aegon dashboard by going to a product page, selecting More options and then Manage income from funds.
We’ll ask you what you want us to do with any income generated if you choose one or more income funds.
You have three options:
- Transfer income into your bank account so that it’s available for you to use day to day. Income is paid on or around day 12 of each month. The minimum income payment we'll make is £2.50. Anything below this will be held in your cash account until the amount is greater than £2.50. It will then be paid into your bank account on the next payment date.
- Hold income as cash within your Aegon product so that you can choose what you want to do with it from there. The cash facility associated with your product is designed as a short-term holding place for use when transferring savings from one fund to another, and for paying any charges. It isn’t designed for long-term saving and inflation is likely to exceed returns. For more information, please visit our FAQ Find out more about the cash facility.
- Reinvest income back into the fund at the next valuation point. This option is more likely to be used by those who are investing for the long term and aren’t reliant on income payments to supplement living costs.
The income payment method you choose will apply to all funds held in that product. However, you can set up different payment methods for each product you hold.
Income generated may go down as well as up, in accordance with the dividend payments and/or interest received from the investments it holds.
What do fund charges include?
Fund charges cover the cost of managing investments on an ongoing basis. They vary depending on the funds you choose and how they invest your money.
Fund charges are in addition to any product or adviser charges and include a fixed management fee plus expenses that vary with the day-to-day costs of running the fund.
For regulated UCITs funds we show an ongoing charge figure (OCF), and for other fund types we show a total expense ratio (TER). Both include a fixed management fee plus expenses that vary with the day-to-day costs of running the fund. The OCF includes some one-off charges that aren't in the TER, but the two measures are otherwise very similar.
You can find more information about fees and charges in the product's relevant charges guides, available on our website.
What are distribution types?
Income generated from your funds, for example dividend payments or interest, can be reinvested for the future (accumulation type), or paid to you as income (income type).
If you choose an accumulation fund, the reinvested income will be added to your investment, so it may help to grow your savings over the long term.
If you choose an income fund, you may receive regular payments from your fund, which could be used to supplement living costs or provide an income in retirement. Find out how income is paid.
Income generated from a fund may go down as well as up, in accordance with the dividend payments and/or interest received from the investments it holds.
There’s no guarantee that fund objectives will be met. The value of an investment can fall as well as rise and isn’t guaranteed. You could get back less than you invest.
What is investment in Cash?
Generally considered the least volatile of all the main investment types. This means its price doesn't tend to move much either up or down on a daily basis. The downside is that cash tends to have far less potential to grow than other investments and it can actually fall in value in real terms because of inflation. This is why it's most suited to investors as a shorter-term investment. Cash generally includes money, typically held in bank deposits, and other types of money market investments, which pay the investor regular interest.
What are Pending Trades?
They're instructions that we're processing and haven't been finalised. For example, switching units between funds during a fund switch or waiting for money after a withdrawal request.
What if an investment fund is missing a factsheet?
If you're looking for information about an investment fund and the factsheet is missing, please get in touch with us so we can help. To do this, select the Help and Support tab and choose Customer Services from the drop down menu.
What’s the difference between commission-included funds and commission-free funds?
When you invested in commission-included funds, commission was taken from the fund management charges and passed to Nationwide to pay for the services they provide you with.
Since 6 April 2014, all investments arranged with Nationwide will have been bought on a commission-free basis. This means that there’s no commission paid to Nationwide. Any Fund Management charges are collected directly from the fund and this charge only covers the Fund Manager’s costs. You’ll also pay a service charge to Nationwide for any Nationwide services on these commission-free investments.
How can I change my service option?
If you’ve chosen to pay the Nationwide Service charge and then decide to opt out, you can do this at any time and move to the Pay As You Go Service instead. To change your service option, get in touch with a Nationwide Financial Planning Manager or contact your local Nationwide branch.
If you’ve opted out of paying the Nationwide Service charge and then decide to opt back in, you can at any time, by completing a paid review form with a Nationwide Financial Planning Manager.
What is Aegon Investment Limited’s (AIL) voting policy?
Aegon Investments Limited (AIL) is an investment manager of Open Ended Investment Companies (OEICs). These OEICs are funds of funds, which means they invest only in other funds, also known as collective investment schemes.
A voting right is the right of shareholders to vote on matters of corporate policy, for example the appointment of a board director or significant changes to a company’s operations. As we only manage funds of funds, we do not invest directly in securities e.g. equities or bonds. This means we can only exercise voting rights in relation to the underlying funds our OEICs invest in; we don’t have voting rights relating to the companies that the underlying funds are in turn invested in.
Therefore, AIL’s voting policy has two distinct sections:
- Voting on a material change relating to an underlying fund we have invested in.
- Consideration of the voting policy of the fund manager of an underlying fund we have invested in or are considering investing in.
For more information on each section, please read AIL’s voting policy
What is Aegon Investment Limited’s (AIL) commitment to the Financial Reporting Council’s UK Stewardship Code?
The UK Stewardship Code is a set of principles that investment managers are expected to follow. The Code aims to enhance the quality of engagement between investors and companies with the aim of improving long-term risk-adjusted returns to shareholders.
Aegon Investment Limited (AIL) - statement of compliance*
AIL is the company that manages Aegon’s open-ended investment company (OEIC) fund ranges. AIL is pleased to endorse the principles of the Code.
In practice, as we manage fund of funds, we are not directly able to influence the companies held by the collective investment schemes we invest in. However, we consider the disclosures made by underlying fund managers to assess their commitment to the Financial Reporting Council’s UK Stewardship Code.
This applies to all funds where AIL is appointed as investment manager.
The value of investments can fall as well as rise and isn’t guaranteed. Investors may get back less than the amount invested.
*This sets out the extent to which AIL complies with the Financial Reporting Council’s UK Stewardship Code.
Why has the money not been taken from my account?
One-off debit card payments and reoccurring Direct Debits are the only processes where we’ll collect the money on your behalf. If you did not choose to pay by debit card you will need to send us the money electronically or by cheque.
Why is there a small balance left on my account, how do I close my account?
A small balance remaining after a full withdrawal or transfer may be due to income distributions that were due on the wrapper. You can close your account by calling us and providing bank details.
If it’s a joint account, we’ll need to speak to both account holders. If your residual balance is over £1, this can be completed by signing in.
Why have you asked me to provide a bank statement?
For new payments or requests where bank details have changed, we may ask you to provide bank verification in the form of an original or certified copy of a bank statement so we can make sure that we’re making payment to the correct account.
My bank account isn't 8 digits - what do I do?
You need to set up a bank account to open one of our products. This is usually an eight-digit account number and six-digit sort code. However, some banks and building societies have account numbers of different lengths – please use the following details to convert them into a different format, where necessary.
Bank Instructions Change from Change to National Westminster Bank plc Use the last eight digits only. If there’s a hyphen in the account number between the second and third numbers this should be ignored 0123456789 or 01-23456789 23456789 Co-operative Bank plc Use the first eight digits only 1234567890 12345678 Alliance & Leicester
Commercial Bank plc
National Savings Bank
National & Provincial Building Society
Replace the last digit of the sorting code with the first digit of the account number, then use the last eight digits of the account number only nn-nn-nn 123456789 nn-nn-n1 23456789 Nationwide Building Society Where a nine digit account number starts with a six, use the last eight digits of the account number only 612345678 12345678 Other banks as appropriate Where a seven digit account number is used prefix the account number with a zero (0) 1234567 01234567 Other banks as appropriate Where a six digit account number is used prefix the account number with two zeros (00) 123456 00123456
What is Aegon's Order Execution Policy?
Our Order Execution Policy is available to be viewed and/or downloaded.
How do I make a bank transfer payment?
You can make payment by bank transfer using the details provided during the online journey. It can take up to five business days for your payment to reach us.
Please contact us if you have any questions about where to send your payment.
Where do I send cheque payments to?
You can send us a cheque in the post.
The details we require are as follows:
Amount – The amount you wish to pay into your account.
Payee – Cofunds Ltd Lochside Clearing Client Account.
Reference - Please provide your plan number and surname on the back of the cheque so we can identify your account.
Please send the cheque to - Aegon NBS, Sunderland, SR43 4DP.
Once we receive your cheque and the funds clear, we'll credit your account.
What is the maximum monthly ongoing adviser charge?
You’ll never pay more than £125.00 a month for your ongoing adviser charge but you could pay less. The ongoing adviser charge only applies to the first £200,000 of the investments you hold under your customer number.
The following two examples show how this works, they assume an ongoing adviser charge of 0.75%.
First we look at how the maximum would work.
Joyce has two products on Aegon Platform under her customer number.
Product Value Ongoing adviser charge Yearly ongoing adviser charge for this product Monthly ongoing adviser charge for this product ISA £150,000 0.75% £1,125 £93.75 GIA £100,000 0.75% £750 £62.50
As you can see from the table above, applying an ongoing adviser charge of 0.75% individually to her products would cost her £156.25 a month (£93.75 + £62.50). But as the ongoing adviser charge only applies to the first £200,000 of investments Joyce holds under her customer number a maximum monthly ongoing adviser charge of £125 will apply - £200,000 x 0.75% = £1,500 a year / 12 = £125 a month.
Now we’ll look at an example where it could be less.
John has two products on Aegon Platform under his customer number.
Product Value Ongoing adviser charge Yearly ongoing adviser charge for this product Monthly ongoing adviser charge for this product ISA £100,000 0.75% £750 £62.50 GIA £10,000 0.75% £75 £6.25
Again, looking at the table for John, applying an ongoing adviser charge of 0.75% individually to his products will cost him £68.75 a month (£62.50 + £6.25). As this is less than the maximum monthly charge of £125, he’ll pay the lower amount of £68.75.
It’s important to remember the ongoing adviser charge amount you pay each month could change as it’s based on the value of your products, which can change. but it will never be more than £125 a month. Nationwide may vary these charges.
To find out the ongoing adviser charge that applies to any product you hold, view the product in your Customer dashboard and select the Charges tab.
What extra verification checks may there be when paying by debit card?
For customers only
When you enter your debit card details to pay for a single or top-up contribution, WorldPay will automatically check to see if your card is enrolled in the 3D Secure scheme.
If your bank participates in this scheme, you’ll be prompted to enter further verification information.
This could be:
- to enter your 3D Secure password in part or full;
- to enter a one-time passcode, that could be sent to your mobile or email address, or
- a redirect to your mobile phone or tablet where you can authorise the debit card payment from within your banking app.
It may be that no further verification is required.
Once verification is complete, you'll see a message on screen (you’ll also receive an email) confirming if the payment was successful or not.