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Excellent customer service

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Assets under management

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Members

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5-star Trustpilot reviews

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Employers

As of October 2026

Stand-out service, built around people

We know great pension service matters to employers and their people. That’s why we combine technology with human expertise to make pensions easier to manage, easier to understand and more personal when it matters.

Driven by people

We provide excellent customer experiences and access to human support as standard, when people need it most.

Powered by technology

Our technology makes pensions easier to manage, removing barriers and creating frictionless experiences, clear choices and speed.

Built for the future

We’re continually modernising pensions and improving the experience for employers and their people, today and into the future.

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Award-winning customer service

Silver Award for Investor in Customers 2025
Company That Cares Award 2025
Professional Pensions Rising Star Awards 2024 - Excellence in Customer Service and Communication
UK CXA Customer Service Awards 2023 - ‘Silver Award in Best ESG Framework’
UK CXA Customer Service Awards 2023 - ‘Silver Award in Best Digital Customer Experience’

Our service ethos

Here at Smart Pension we offer stand-out customer service. We recognise, empathise, and anticipate our customers' needs to help them manage their money better, so they can live and retire well.

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Our hallmarks of stand-out service

1. Straightforward

We pride ourselves on offering more than a pension service. This means being human in our approach, simple, clear, and easy for the customer to understand or deal with, without unnecessary complications.

2. Mindful

We take the time to understand the situation of those who depend on us. We listen, respond with empathy and care, and build relationships.

3. Attentive

We listen carefully to understand what matters to our customers. We’re there when they need us and keep our promises.

4. Relevant

Being relevant is an integral part of the customer experience. It’s all about anticipating and responding to our customers’ changing needs and expectations.

5. Together

Making sure we support each other. We generate ideas together. We provide the best possible outcomes for the people who depend on us.

Service excellence in action

We’re digital first, not digital only. We use technology to make everyday pension tasks quicker and easier, while making sure our people are there when human support matters.

Average call wait time of six seconds

Best in class Trustpilot score

A dedicated support team

An app loved by members

5 stars on iPhone

5 stars on Android

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Powered by technology, driven by people

We’re digital first, not digital only. We want to meet people where they are, making everyday tasks as easy as possible online or in the app, while being there with human support when a question needs more time, expertise or conversation.

People when it matters

Not every pension question can be answered with a button. Our people are here to listen, understand and talk things through when your people need more support. Our average retirement call lasts 25 minutes, giving people time to explore their options.

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Manage pensions with ease

Give your people the flexibility to check their savings, combine pensions, choose investments and plan for retirement, all online or in the app.

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Here for employers

Our employer support teams are here to help with the questions and challenges that matter to you and your people.

Helping vulnerable customers

We recognise that some people need extra support. Our teams are trained to identify when someone may be vulnerable and adapt how we communicate.

Built for the future

We’re building a different kind of pension experience, using technology and people to meet the changing needs of employers and their people.

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Faster, simpler and more human

Technology that removes barriers, while giving people more time for the conversations that matter.

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Excellent customer service, recognised by our customers

Hear how our teams combine fast, human support with a digital experience that makes pensions easier to manage.

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Already built for the future

A modern pension experience designed around the changing needs of employers and their people, with the flexibility to adapt as those needs change.

Don’t just take our word for it

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