Meeting commitment 3

Being part of
the scheme

What Standard Life is doing already

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Keeping in touch

Maintaining appropriate and effective relationships with customers, providing them with a good service after they have bought a product

The life and pensions industry is about long-term products - and customer relationships that can last a lifetime. Helping these relationships to stand the test of time is central to Standard Life's success.

Some things are just common sense - like clear information about how investments are performing, friendly, knowledgeable people on the phone, and claims that are dealt with smoothly. But it's not all straightforward. Today's customers also want much more flexibility than ever before - to change products, increase payments and move between funds. At Standard Life, we are committed to understanding and meeting all these needs.

What do we do?

We believe that providing a good service means focusing on every detail of the way we look after customers, throughout their relationship with us. Here are some examples:

We've recently made it even easier for our customers to get the latest information about how their money is performing, by giving them the option to check up on their investments online.

As our pensions customers get close to their retirement date, we keep in touch regularly to explain all their options.

And because it's important to tie things up neatly we pride ourselves on settling claims quickly - even over the phone whenever we can.

Excellent service has always been one of Standard Life's strong points and our commitment has been recognised by a number of awards from financial advisers - including the Company of the Year 2007 and Best Pension Provider 2006 & 2007 at the Money Marketing Awards, and the 5 Star Life and Pensions Provider of the Year, which we've won every year since 1996.