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: http://www.actionfraud.police.uk/ from which you will receive a CRN (Crime Reference Number).
Inform us of your IP address, which can be found here: http://www.whatsmyip.org/.
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:
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:
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 firstname.lastname@example.org and we will get back to you as soon as we can.