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Basic fairness principles

All of our businesses worldwide must abide by our company-wide basic fairness principles and to report regularly on their progress. The principles are based around six basic 'outcomes'.

    Aegon basic fairness principles
  • Customers can be confident that they are dealing with business units where the fair treatment of customers is central to the corporate culture.
  • Products and services marketed and sold in the retail market are designed to meet the needs of identified customer groups and are targeted accordingly.
  • Customers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
  • When customers receive advice, the advice is based upon their needs, objectives and circumstances.
  • Customers are provided with products and services that perform as we have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.
  • Customers do not face unreasonable post-sale barriers imposed by us to change product, switch provider, submit a claim or make a complaint.

updated November 13, 2013

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