Of course, we'd prefer to get things right 100% of the time, but occasionally a combination of factors can lead to unhappy customers. Our call centers have formal procedures in place for handling customer complaints.
Live interaction with customers
We hold regular face-to-face meetings with clients, and we also include customers in our advisory boards and other stakeholder panels. In the UK and the Netherlands for example, we have state-of-the-art customer experience centers for testing things like ease of use, and 'customer hubs' which enable employees to instantly contact a customer (with their agreement) to test ideas or check understanding.
Related news: 'Putting our customer experience to the test'.
At Aegon's Mortgage Payments Center in the Netherlands, for example, their ultimate goal is to reduce the number of foreclosures, which means they need to work with clients on a personal level before the problem gets too far along.
"Everyone can have some bad luck," says Kees van der Blij, Manager Customer Accounts Receivables. "When clients struggle to pay their bills, there's normally a negative situation in their lives. By contacting them early on, we can talk them through the problem and help find a financial solution to getting their bill paid, often preventing a further downward spiral."
How do I submit a complaint?
If you have any concerns at all, we would really like to help resolve them as early as possible. Your local Aegon office is likely to be able to resolve issues the quickest. They have all of your details to hand, speak your local language, and are familiar with local regulations and market conditions. Their contact details and Facebook details are available here. And of course, you can also contact Aegon's head office and we'll do our best to help.
Please visit our page on Tackling Financial Crime if you are suspicious of fraud or other crimes.
