Service that excels during the most uncertain times

25 November 2020



We’re proud to say that we’ve won 5 stars for pensions service at the Financial Adviser Service Awards for the 12th year running. And because it’s during a pandemic, this year's award means more to us than ever before.

2020 has been a rollercoaster year. The coronavirus pandemic has transformed how we work and how we live, so we've worked even harder this year to maintain and deliver our vital services.

That’s why it means even more to us that we’ve been recognised for our service this year, as our teams and people were, and still are, operating under some of the most challenging circumstances.

We successfully transitioned 98% of our teams to working from home, as normal, within nine days of the UK going into lockdown1. This encapsulates our approach to risk and our commitment to our customers.

Our customers needed us to act and looked to us for security and guidance. So we acted quickly and without hesitation because it wasn't an option for us to have our services offline, or for our people to become unreachable. 

Our focus has been on supporting customers and advisers through the challenges associated with Covid-19.

In particular, we have supported policyholders who have difficulty paying premiums due to their personal circumstances by encouraging them to contact us to arrange a practical way forward to maintain cover.

There has been no disruption to our award-winning customer service which was due to the immense effort from colleagues.

Barry O'Dwyer, Group Chief Executive, Royal London

What you can expect from us

Good service means different things to different people. But for us, our commitment to consistency and transparency helps to drive better outcomes for you and your clients.

Here’s a reminder of what you can expect when you work with us:

  • 12 years of excellent service:  We’ve won five stars for service twelve years in a row. That’s over a decade of excellent service and experience dedicated to you.

  • Your own dedicated contact:  Working with us means you’ll always know who to speak to. You’ll be given a dedicated contact whether you’re moving an employer’s scheme to us or you’re keen to help your customers enjoy the ‘five star’ service.

  • We’ll aim to give your clients' pension savings a boost:  As a mutual, we think our customers and members (your clients) should share in our success. That’s why, when we do well, we’ll aim to boost their pension savings with ProfitShare.

  • Access to online tools and services: Empowering you means giving you the ability to do things yourself. Our range of clever tools can help you produce the reports, reviews and projections you need, whenever you need them.

  • Brilliant experts:  When you need to speak to someone, that’s where our expert teams come in. We’ve got a network of teams with expertise in different business areas and tools, who are dedicated to helping you get the answers you need.       

  • A helping hand along the way: To help you find the right person first time, take a look at our contact sheet. 

Find out more

To find out more about our award-winning service, visit the Why us section of our website or speak to your usual Royal London contact.

1 Source: Jon Glen, Royal London Group Operations Director - interview with Citywire, April 2020. 

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The Royal London Mutual Insurance Society Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. The firm is on the Financial Services Register, registration number 117672. It provides life assurance and pensions. Registered in England and Wales number 99064. Registered office: 55 Gracechurch Street, London, EC3V 0RL.