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Our policyholders come first. We pride ourselves on excellent customer service – this is reflected in our service levels and the feedback we receive from our policyholders.

High standards

We are committed to delivering good outcomes for every one of our policyholders. We are members of the Institute of Customer Service, an independent, professional body for customer service.

Institute of Customer Service

Customer satisfaction

Customer satisfaction is reflected in both the positive feedback and the low levels of complaints we receive from our policyholders. All complaints are thoroughly investigated and we try learn from any issues raised.

Our complaints process

Our service levels

80% of calls to our contact centres to be answered in 20 seconds or less
Every one of our contact centres is based in the UK
The vast majority of policyholders rate our service ‘good’ or ’excellent’

* Source: our 2023 Annual Report

We value your feedback

We value all feedback from our policyholders. It helps us to understand how we can continue to improve our service. We 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.

Accredited for our pension administration standards


The Pensions Administration Standards Association (PASA) promotes and improves the quality of pensions administration services for UK pensions.  We were the first insurance company to be accredited by PASA. Our continued PASA Accreditation demonstrates that Rothesay is wholly committed to delivering outstanding service while reassuring policyholders that their pension benefits remain safe and secure.

PASA's website