Our policyholders come first. We pride ourselves on our excellent customer service – this is reflected in our service levels and the feedback we receive from our policyholders.
Not only do we ensure that all of our processes follow the 'Treating Customers Fairly' principles, we seek to exceed the standards and guidelines set out by the Financial Conduct Authority, The Pensions Regulator and the Association of British Insurers.
We are members of the Institute of Customer Service, an independent, professional body for customer service.
Our service levels
* Source: our 2020 Annual Report
We value your feedback
We are always looking at ways to obtain feedback from our policyholders in order to understand how we can continue to improve our service. We already send out paper surveys as part of most of our standard communication packs and there are further options to provide feedback to us both online and when you speak to us directly.
This year, we are working with the Institute of Customer Service and their preferred survey provider TLF Research to obtain wider feedback via an online survey. This will help us measure ourselves against other companies and provide us with further invaluable feedback.
If you receive an email sent from "Rothesay <firstname.lastname@example.org>" asking you to participate in a survey, please do. We'll make a donation to our Charity of the Year, Mind, for every survey that is completed.
Your service has been exemplary over all the years for which I thank you.A Rothesay policyholder
You couldn't be more helpful, I am very satisfied with your service.A Rothesay policyholder
Your service is excellent, keep up the good work!A Rothesay policyholder
Without a doubt a first class service. Very polite and helpful on the telephone.A Rothesay policyholder
PASA (Pensions Administration Standards Association) is an independent body dedicated to driving up standards in pension administration.
We were the first insurance company to be accredited by PASA. We are extremely proud to have been awarded their Gold Standard.