About Us > Our service
Our service
We want our customers to enjoy doing business with us.
Our focus is firmly on quality and 'getting it right first time' and our service doesn't end when you make your first payment into your pension. Because pensions are our focus, our customer service teams are experts in administering all types of pension contracts and are on hand to answer any queries you may have. Although we always recommend you talk to your usual adviser for additional advice.
We believe technology is also key to providing the best service at a time and place convenient to our customers. We have a genuinely innovative and technology platform that allows advisers, employers and policyholders to have secure access to their policy information 24 hours a day, 7 days a week.
People are just as important as technology when providing a service, and we want to make sure our customers talk to a person who knows about their circumstances and can understand their needs. We no longer operate call centres for much of our business and wherever possible we strive to give our customers personal contacts that will deal with their specific business.
Our people are our biggest asset. We firmly believe that our success rests with having the right people in the right place, at the right time. And most importantly, with the skills and knowledge to do their job effectively. A large proportion of our employees have financial services qualifications and many years experience in the pensions industry.
As a company, we are determined to make service our key differentiator. Scottish Life is delighted to be part of the Customer Impact Scheme - an initiative from the life and pensions industry, which aims to ensure that our customers are at the heart of everything we do.
The 2009 Customer Impact Report demonstrates that we have made good progress in some key performance areas.
