Review Time
I had a query about my recent statement and called Royal London. The call was answered quickly and my information and security check were taken and a brief outline of my query. I was put through to the correct department who had already been told about my query and were able to look at my records and give me the answers I needed. Staff were cheerful, polite and knowledgeable. Well done and thank you!
The customer service representative was extremely kind and very patient with me. As one used to using computers I still had a few issues with the encrypted messaging system and she was extremely helpful in enabling me to complete my transaction today.I was asked a lot of questions about the withdrawal which I found reassuring, making sure that I was absolutely sure about what I wanted to do.
Was really supported through the process for taking my pension. Emma Dickinson was really helpful and explained things to me carefully and methodically checking my understanding at regular intervals. She was very professional and thorough and summarised everything for me and also managed my expectations of timescales.
I had an unfortunate situation where my policy had been changed to a new account ( at my request), however when I called to ask for some additional information, unfortunately the CS representative was unable to help, I wasn’t happy. She did ask if I wanted to escalate a complaint, I said yes ( not really expecting anything to be done for weeks ( as the way with most companies these days), however I was called by another company representative with all the help and support I needed!! Excellent customer service!
James Turvill was very well spoken and clear to understand which is a rare thing these days. It was pleasure to listen to his Scots accent knowing exaclty what he was saying without the need to ask to repeat what was said. James dealt with my query efficiently and effectively with a follow up email promised to clarify my query.
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Royal London is a purpose-driven modern mutual, helping our customers, members and wider society protect today and invest in tomorrow. The UK’s largest mutual life insurance and pensions company. Award winning products and services.
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