We pride ourselves in leading the pack and we’re happy to announce that Royal London is the first provider to ensure the customer’s voice is heard by appointing pension policyholder Mr. Myles Edwards to our Independent Governance Committee.
The move has been widely welcomed by pension commentators and groups pressing for greater member engagement in pension schemes.
Mr. Myles Edwards was one of 800,000 Royal London customers invited to apply for the role to act in the interests of workplace pension customers to assess the ongoing value for money offered by workplace pensions.
Mr. Edwards brings a wealth of experience in understanding customer relationships. Mr. Edwards is currently employed in a product development and marketing role at Foresters Friendly Society. Prior to this, he held an executive director position at Age UK Enterprises (an FCA regulated subsidiary of the charity) where he was responsible for building relationships with various financial services partners and their customers.
Mr. Edwards’ customer service background and experience as a Royal London customer make him ideally placed to assist the Committee, and in particular, to understand customers’ expectations.
The Independent Chair of the Royal London IGC, Phil Green, said:
The IGC achieved a lot in its first year, working collaboratively with Royal London to understand the products and services that they offer to their existing and future workplace pension customers. This resulted in a number of improvements benefitting over 27,000 customers at a cost of over £15 million. However, in our second year we wanted to do more work to understand the Voice of the Customer, and we see the appointment of a Royal London customer to the Committee as a key part of this achieving this.
Isobel Langton CEO of Royal London’s Intermediary business and board member of the Royal London IGC said:
We were impressed with the quality of applications from Royal London customers. We feel confident that Myles’ experience and expertise will ensure that the perspective of workplace pension’s customers is fully represented in the future work of the IGC.
Myles Edwards, commenting on his appointment, said:
As the largest life, pensions and investment mutual, I was very impressed that Royal London and its IGC have gone the extra mile by appointing a customer onto the Committee. This will ensure that the customer perspective is fully taken into account in assessing the value for money of workplace pensions for Royal London customers.
I am delighted to have been appointed and look forward to using my experience and insight to ensure customers’ interests are fairly represented.