Online Account Protection

What to do if your online account has been hacked

If you suspect that your online account has been hacked or compromised, you must contact us immediately on 020 7384 7300 to let us know, so that we can put a block on your account and investigate further.

You should contact us if you have received either an e-mail or written confirmation of a transaction which you have not authorised, or if you have seen a transaction on your online account which you did not instruct.

If we investigate and it looks like there has been fraudulent activity, we will ask you to:

Report it to the Action Fraud Website: from which you will receive a CRN (Crime Reference Number).
Inform us of your IP address, which can be found here:

As soon as we are informed of potential fraud, we will instruct Aegon to place a restriction on your account. This means that for any transaction request which Aegon receive, their compliance team will assess it internally to see whether it is high risk – if it is a withdrawal or if it matches the reason that the restriction was put on originally. If it is high risk then Aegon will refer that back to us, and we in turn get in touch with you, asking security details to verify your identity and then getting your verbal confirmation that this is in fact a legitimate transaction.

Please do take into account that, while these procedures are in place, if we cannot get hold of you there may be a delay in carrying out that transaction.

When you feel that the matter has been resolved, we will require a signed confirmation saying that you would like the restriction to be lifted.

It is comforting for you, as the client, to know that the security procedures which Aegon have in place make it extremely difficult for fraud to take place on your account. Any withdrawal must go through the following steps:

  • Using your online account, you can purchase, switch, or sell to your Cash Facility. You cannot withdraw money from your Aegon account to your bank account without sending in a written request.
  • The written request must include a signature, which Aegon will then match up to one which they have on file from a previous written transaction. If it does not then it will be referred back to us, and we in turn will get in touch with you. The sale will not be processed until we have spoken to you.
  • When the signature matches up and the sale instruction can go through, the funds can be paid in one of two ways: 
    • By BACs transfer to an account which must be in the name of the client. The account details will also need to be verified, so we recommend sending in a voided cheque to ensure no complications.
    • As a cheque, which is made out to the client, and can only be sent to the address which Aegon have on file.

Needless to say, you should always do your best to keep your information secret and your accounts safe. We suggest that you should at the very least:

  • Keep up to date with your software and virus protection.
  • Create strong passwords.
  • Ignore emails from senders you don't know.
  • Use your pop-up blocker.
  • Download files only from sites you know and trust.

We hope that this reassures you that your money is secure whilst invested on the Aegon platform.

If you have any questions then please contact our experienced and helpful staff on 020 7384 7300, or e-mail and we will get back to you as soon as we can.