Review Time
communication via email is unnecessarily difficult with the mail lock process and responses takes 1-3 weeks., its now been several months for me to have a issue resolved, something that I believe is fairly simple... we want all of our plans showing on our online portal, pretty standard.Serious improvements necessary.
In the end and thanks to Yvonne things were sorted. However, lovely as all the people are at Royal London there is an internal focus to the phone system. Knowing which option to select requires you to know how Royal London think. As a new customer who fully believed her account had been set up the option of 'New Business' was meaningless. I am not offering new business so didn't take that route. In parallel my husband was trying to also withdraw funds from his pension. He had a right run around and Yvonne again stepped in to save the situation. If I hadn't spent some time working for Royal London some years ago I would have given up and gone elsewhere. However, I knew the company a bit and that under the surface chaos there is solid gold.
Low call waiting time with provision of a call back during busy times. Excellant customer service with all questions answered providing clarity. Showed genuine concern about my financial welfare and provided multiple paths and bodies to access for further help, support and advice.
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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.
