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Good service goes beyond administration. It’s the expertise behind the scenes helping you implement schemes, engage employers and members, and navigate technical pension questions with confidence
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That’s why provider service is so closely tied to your relationship with your clients. It’s part of the experience being recommended to them, not just at outset, but throughout the life of the scheme.
Service isn’t a ‘nice to have’. It reinforces confidence and is central to how we partner to deliver value to you and your clients.
Consistency is what really counts
Delivering a consistent standard year after year is what builds confidence. Being awarded a five-star rating for six consecutive years demonstrates more than quality in a moment. It reflects the expertise and commitment of our people – from business development managers to client relationshipmanagers and technical specialists – supporting you at every stage.
Supporting customers’ financial resilience
We’re customer-owned – because we don’t answer to shareholders, we can focus exclusively on building the long-term financial resilience of our customers through the products we offer, the service we provide and the decisions we help them make.
We recognise the important role advisers play in achieving that ambition. That’s why we continue to invest in areas that matter most – more service capability, smarter technology and enhanced adviser support. This means greater capacity, quicker turnaround times and more flexibility and choice for you and your clients, reducing time spent on administration and freeing up more time for client relationships.
Responding to a changing market
Automatic enrolment has helped millions more people save for their future. The challenge has now shifted from getting people saving to helping them save enough.
Royal London and Oxford Economics found only 26.4% of under-30 households with defined contribution pensions are on track for retirement adequacy by 2040, rising to just 29.8% for those aged 30-39 and 35.6% for 40-49s1. And our 2026 Financial Resilience Report found that 48% of UK adults haven’t thought about how much they’ll need in retirement in the past year2.
This changes what advisers need from providers – not just running schemes efficiently, but also driving better employee outcomes through governance, engagement, value for money and retirement readiness.
More than service alone
As expectations grow, service remains the foundation, but advisers are increasingly looking for a provider that can bring together investment capability, digital tools, member engagement and practical support.
When these elements work together, they reduce friction, improve engagement and help deliver better employee outcomes.
Looking ahead
We continue to invest in our workplace proposition, backed by a £100m investment over the next three years in areas like implementation support, adviser relationship management, enhanced digital journeys, employer tools and member engagement support.
The benefits are already being seen. Every new scheme is supported by a dedicated implementation manager, and we’ve expanded our specialist support model to provide more capacity, flexibility and responsiveness. Ongoing investment in digital journeys and employer tools is reducing friction and helping schemes run smoothly.
For you, this means more capacity, quicker turnaround times and more flexibility in how support is delivered. By combining digital capability with specialist expertise, we’re making it easier for you to deliver value for your clients while helping improve engagement and customer financial resilience.
A proof point, not just a milestone
Six consecutive five-star ratings is more than a moment to celebrate. It’s a proof point of a consistent approach built around a strong partnership with advisers, a focus on customer financial resilience and a commitment to keep innovating and improving.
Because consistency is what turns good service into lasting value. And in a market focused on helping customers to retire well, this matters more than ever.
