Delivering standout service

When it comes to service, we know you’re looking for an outstanding experience for you and your clients.

We choose to focus on service because we understand the way we treat your clients is a reflection of your recommendation. By aiming for exceptional service, we know we’ll be making your life easier – while providing an experience to your client you can be proud to say you recommended.

We believe the key to outstanding service is aligning our people and technology to the needs of you and your clients.

Our people

Our consultants deliver hands-on support, straight to the heart of your business. 
And our technical team are happy to help with even the most complex pension questions.

We’ll assign your client their own dedicated implementation manager, who knows our workplace pension inside out. They’ll provide personal support and guidance and make setting up or moving a scheme easy, so you can be confident they're in safe hands.

Once their scheme is up and running, your clients will then have a dedicated scheme owner who’ll check in regularly with them, at a time that suits, to help them stay on track.

They’re just a phone call away if your client needs them.

Over the years, our implementation team have helped thousands of employers successfully set up and run their pension scheme. It's one of our key strengths.

Whether it's our dedicated support or in-depth knowledge and expertise, or that personal touch, we pride ourselves on getting things right first time.

We believe this sets us apart from our competitors and makes setting up a scheme with us much slicker.

Our implementation hub is our centre of excellence and lets you know what's going to happen, at every stage. We'll spend time making sure we've got the right people involved from your side, and that everyone's clear what's going to happen and when.

Next, it's about focusing on how you want to set up your scheme, including how much you and your employees will pay, where the contributions will be invested and whether you’re applying your own branding to your employee engagement materials.

We even help you to complete the application form.

The next stage is an important one, and where our expertise and support really shines through. We'll give you all the templates you need to collate your schemes data and then we'll help you validate it, to make sure you're set up correctly.  

And if you're moving your existing scheme across to us it's a straightforward exercise. We'll carry out an additional check to make sure your data is in order and you're ready to meet all of your employer duties.

We're told that our award-winning online systems are simple to use but we like to help you get to grips with them, nevertheless.

We'll give you all the training you need to help you navigate your way around. So when the time comes to access your dashboard, make regular payments and add any new joiners, you’ll already be an expert.

We’ll tailor these sessions for you, and they can be as thorough as you need. And if you need to do this a couple of times, that's okay, we'll support you until you're good to go it alone.

Our final stage is when you take over the reins and run the scheme yourself. We'll give you all the support you need, and once you give us the nod we'll introduce you to the team who’ll take over the ongoing service for your scheme.

And our personal touch doesn't stop here. We don't believe in call centres, so you can be confident that your servicing team will know every intricate detail of your scheme, should you ever need to call us.

We've helped many employers over the years, and it's at this point they realise how much of a support we've been. The testimonials we receive speak volumes.

Keeping that engagement going, throughout the life of the scheme, is equally important to us.

Sign up to our quarterly employer newsletter to find out more about any updates we make to our online service, our ongoing communication tool kits, which you can use with your employees, what's coming up in the future, and any specific developments or enhancements we're working on.

To find out more about our implementation hub speak to your advisor or visit employer.royallondon.com.

Our smart technology

We firmly believe that people provide the best support, but they need great technology behind them. That’s why our online dashboard helps your clients run their scheme effectively.

It’s easy to use and will give them access to everything they need, helping them stay on top of their employer duties.

And of course, their implementation manager will provide full training and support so that your client feels confident running their scheme.

Our service recognition

For 11 years running, we’ve been rated 5 stars for our pensions service at The Financial Adviser Service Awards.

“Overall the process has been very good – having an implementation manager that we have direct / immediate access to has been really useful and has meant that the setup has run more smoothly (and quickly) than we have seen with other providers. In addition, the fact that you liaise directly with the client re: online training etc has taken the pressure off from our side and has been a great help.”

Richard Noble | Workplace Pension Specialist , Employee Benefits | Gallagher, June 2020


“I have worked with a few pension companies in setting up auto enrolment schemes, and our implementation manager’s support has far exceeded my expectations and no other company has come close to a similar service offering.”

Daniel Parkin PGDip Dip FA | Financial Adviser | Archway Financial Solutions, June 2020


 “I have appreciated the additional support you and Royal London have provided to us during the current Coronavirus crisis. The multiple newsletters and updates our members have received has been a helpful resource providing reassurance throughout the pandemic. They have been very informative allowing our members to access the dedicated Royal London Coronavirus hub amongst a whole host of other advice putting members financial wellbeing first.”

Graham Pugh | Group Payroll Manager | AO World, June 2020

Find out more

To find out more about the service you and your clients receive with our workplace pension, speak to your usual Royal London contact.

This website is intended for financial advisers only and shouldn't be relied upon by any other person. If you are not an adviser please visit royallondon.com.

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.