Aegon has apologised to Cofunds clients for service levels falling "below the standards" expected of the platform, while also promising to add new phone lines, grow its administration team and improve staff training.
Aegon completed the re-platforming of Cofunds users onto its new ARC-based platform on 8 May, and Professional Adviser has since revealed Cofunds users have struggled with transactions and payments, while some advisers also reported delays with the platform's contact centre. One adviser told PA they had lost clients over the issues they have faced with the platform. The letter, seen by Professional Adviser, was sent to "the customers of the Aegon platform" and signed by Aegon Digital Solutions managing director Mark Till. It said: "The upgrade has had no impact on your account records...
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