Excellent Trustpilot-rated customer service team

Best-in-class Trustpilot score

At Smart Pension, providing excellent customer service is something we pride ourselves on, and it’s what the customer service team dedicate themselves to. We’ve worked hard to guide and support members over the years and our Excellent rating on Trustpilot, with a score of 4.7 out of 5 from over 4,000 reviews, reflects the hard work we put in.

Don’t just take our word for it, see our reviews here

Why our members rate us best-in-class

Members' service experience is a reflection of the culture behind it. When all our colleagues  are consistently straightforward, attentive, mindful, relevant and work together, members notice the difference. 

Here are our top five reasons for why we think our members rate us best-in-class.

1. Our easy-to-use app

Customer service is at the core of everything, including our technology.

Our intuitive Smart Pension app empowers our members, providing them with the tools and support they need to achieve their financial goals. We strive to ensure that every interaction and every feature of our app is designed to make their experience as seamless, effective, and stress-free as possible.

2. An average call wait time of ten seconds

In addition to the ease of a digital platform, we know many members want the reassurance of speaking to a real person, without delay, when handling their finances. So that’s what we do. 

Our current call wait time is an average of ten seconds, proving that no one has to wait for long until help arrives. 

When asked about attitudes to digital banking, despite a strong digital orientation amongst Gen Z, personal interactions remain important for certain services. Source: YouGov. This hybrid expectation is no different in the pensions industry. We pride ourselves on delivering seamless digital services whilst maintaining excellent customer support through essential human interaction. 

We understand that retirement is one of life's most significant milestones. That's why members can book an appointment with us to discuss their retirement options, receive guidance tailored to their circumstances, and make informed decisions with confidence.

3. A dedicated support team

‍Excellent customer service isn’t a nice-to-have. It is the whole experience. Our team consists of professionals in their field who want to help at all times, and we’re really proud that this service is recognised by the Investor in Customers Silver Award, as well as ‘A Company that Cares Award’. 

Smart Pension secured the two awards and was credited with clear and accurate communication, knowledgeable and helpful employees, and ease of doing business. Employers and members surveyed for the award praised Smart Pension for its ease and simplicity, and for putting the ‘customer at the heart of everything it does’.

For us, these accreditations reflect the work we do every day to support our customers and maintain high standards of service across members, employers and partners. Achieving Silver is a real marker of consistency in how we deliver support.

4. A trained team offering bespoke services to our vulnerable customers 

At Smart Pension, we believe everyone deserves to feel secure about their financial future. Whether a member is a non-English speaker, someone who’s not very confident with technology, or has  suffered a bereavement, we want to make sure they’re supported. 

Behind every call is a person who cares. Hear from Beth, one of our customer service representatives, on how she provided extra care and understanding to a member. Drawing on her training and intuition, she made sure they felt listened to, supported and reassured.

5. We go above and beyond for members

As well as offering flexible ways to get in touch and dedicated support teams, we’re proud to say that our team will go the extra mile to help members. 

Recently, we travelled to meet members where they were working, on board a ship, to answer their questions about their pension. By bringing our support directly to them, we were able to give them the knowledge they needed and help them feel more confident about their financial future.

Read more about bringing pensions together and taking next steps towards retirement

About Smart Pension

Launched in 2015, Smart Pension now exceeds £10bn in Assets Under Management (AUM) and serves 2 million members and 100,000 employers. It is powered by Keystone, Smart’s global savings and investments technology platform.

Aquiline, Barclays, Chrysalis Investments, DWS Group, Fidelity InternationalStrategic Ventures, J.P. Morgan, MUFG and Natixis Investment Managers are all investors in Smart Pension.