To view this sign in to your dashboard, and at the top of your summary you’ll see the new Your latest status updates. 

The screens shown are for demonstration purposes only. The screens don’t represent a real customer.

We’ve categorised the status of a request into three types: 

• Received – we've got the request but we've not started to process it yet. 
• In progress – we're working on it. 
• Submitted – we've completed our processing. You can find more about the status submitted later in the Questions and answers section.

Handy hint - Once a request progresses through each status, the status is shown in blue.

Do you include all requests?

We include the vast majority of requests that you or your financial adviser (if you have one) submit to us. We don't show ad hoc and regular rebalance requests - you can view these on Transaction history. 

Do you include all products?

We include Aegon products, but we don't include third party administered products.

How long does it take for requests to show?

Typically, we show online requests after a few minutes. After we receive and associate an offline request to you we'll show it.  

How long will requests display for?

We'll display requests for 30 days after they reach submitted status. 

When will trading requests show in transaction history? 

These will usually show one day after the submitted date.

Why is only part of my request showing?

For some requests it's most efficient for us to split this out. For example, an ad hoc withdrawal will show a withdrawal and a switch if it includes a sale of funds (where sufficient cash isn't available to complete the withdrawal, we sell funds to give the amount you request). 

Additionally, we may merge multiple activities into one request.

I have two different references relating to a request - which one should I use?

Our online submissions might display a different reference to the one we display in Your latest status updates. You can use either reference if you contact us.

What does the submitted status mean?

We've processed the instruction but some requests may require further activity. For example, a top up request at the submitted status means we've finished doing what we need to do but we could still be waiting on the prices of the funds your buying to complete the request. A good analogy is to think submitted as a dispatched status. We show further information for trading instructions in Transaction history.

What do I do if I see a request I don’t recognise?

We include requests you and your financial adviser (if you have one) submit. If we apply a correction to an account, this can generate additional requests that we'll include in status updates. Well notify you once a correction is complete but if you have any questions please contact us.

Why do some requests show the word profile against them?

These are requests that don't associate to an individual product. For example a change of address, may show against a specific account but we'll apply the updates across all of your accounts.