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We understand how much a great member experience matters. It helps people feel informed, engaged and confident about their retirement benefits. That’s why we’re committed, alongside our partner Equiniti, to providing a service that’s consistent, flexible and always improving as expectations change.
Our experienced team is here to support members as they move to Standard Life and throughout their retirement. Together, Standard Life and Equiniti bring nearly 400 years of combined pensions and customer‑care expertise - so members are always in safe hands.
What your members can expect
Delivering a great member experience starts with clear, timely communication. We’ve designed a seamless series of touchpoints that guide members through every stage of the buy-out journey - right through to becoming Standard Life policyholders and beyond.
Behind the scenes, our dedicated team completes extensive training to ensure exceptional service. We continually refine our approach by listening to policyholder feedback - ensuring every interaction is clear, supportive, and genuinely helpful.
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99% of calls were answered
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90.17% of the calls were answered within 20 seconds
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42.5% of people’s queries were resolved within one call
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*Out of 4,921 calls received in H2 of 2025
Contact us
Get in touch to discuss your scheme's requirements and hear more about how we can help.
What next?
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Our workplace pensions
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Why choose Standard Life?
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Guides and articles
Visit our blogs and articles pages for updates and stories of interest to our trustees