Withholding Pension Contributions – 9 Months of Deductions, Incomplete Payments

Hoenir

TheMilkmansDad said:

Daft question - have you listed the dates and deductions from your payslips for contributions (both Employee & Employer) and cross referenced that with what shows as being credited to you Aegon pension? Note that dates wont match as the employer has until the 22nd of the month following the deductions to send money across to the provider. There would also be a period allowed for Aegon to allocate to your account.

You'd need this anyway if your raising a complaint so would be advisable to have these details if you've not got them already.

If cashflow is the issue. Then could simply be that one month's contributions for all relevant employees is submitted as and when. 

Mud_Marvel

Just a thought on this, have you spoken directly with Aegon.  They did a system upgrade in August/September 2024 which seems to have broken their system and they haven't yet righted themselves.   I suggest this only because I am also missing contributions being added since September last year and from my latest conversation with Aegon they have informed me that the problem still sits with with their IT team to resolve as there is an issue with updating plans with contributions that have been paid over on time.   Unfortunately, they still cannot give me an update for a resolution but I said that I couldn't be the only person experiencing this and they said correct.   As someone who is/has responsibility in organisations for actually paying the pension contributions over to Aegon I have a more rounded understanding of the process from payroll to pension scheme plan albeit I am not a pensions expert.

JoeCrystal

Mud_Marvel said:

Just a thought on this, have you spoken directly with Aegon.  They did a system upgrade in August/September 2024 which seems to have broken their system and they haven't yet righted themselves.   I suggest this only because I am also missing contributions being added since September last year and from my latest conversation with Aegon they have informed me that the problem still sits with with their IT team to resolve as there is an issue with updating plans with contributions that have been paid over on time.   Unfortunately, they still cannot give me an update for a resolution but I said that I couldn't be the only person experiencing this and they said correct.   As someone who is/has responsibility in organisations for actually paying the pension contributions over to Aegon I have a more rounded understanding of the process from payroll to pension scheme plan albeit I am not a pensions expert.

Indeed, I noticed that all expected contributions were not credited from November onwards. I did not receive any responses to two emails following up with Aegon. Even then, filing complaints regarding their lack of response only results in being told that they are sorry, but they are not in a position to respond to my complaint.

Thankfully, about a month ago, they finally credited, although not entirely in the correct order of the month or some that were added together in a month rather than two. The last response I received from Aegon regarding my complaint was that they are undertaking remediation to determine if I was credited properly and on time; I may be able to retain the gain.

Needless to say, Aegon has been rather lamentable when it comes to their customer service, or even writing to their members if there are any delays or issues.