Working with Pensions Providers, Advisers, and Third Party Administrators to deliver excellent customer service
Supporting public and private sector pensions
EQ has decades of experience working within the pensions industry to help support and administer pensions schemes of all types (DB/DC/Hybrid/SIPP etc.).
We provide the best possible service to Third Party Administrators, Trustees and scheme members. Through our wide network of highly specialist pension resources, we can support your existing teams with hard-to-find skills such as actuarial, calculations, and technical expertise.
Pensions Dashboard Preparations
As Master Trusts and Pensions Schemes prepare to join the Pensions Dashboard throughout 2025-26, EQ can support your plans with a wide variety of specialist skillsets.
Our interim and contingent resource can help with dedicated project work, peaks in business-as-usual activity, and all types of back-office administration and customer-facing engagement.
We can provide hard to find skillsets in project management, data analysis and cleansing, risk and underwriting, and actuarial expertise.
Get in touch todayMcCloud Remedy Remediation Work
As public sector pension schemes work towards building their solutions for the McCloud judgment, EQ can support the implementation and undertaking of Remedy processes. We can help you develop illustration tools and put processes in place as required by the McCloud judgment, minimising the impact on your existing team and scheme members.
By talking through what you’ve achieved to date and what you still need to put in place, EQ can tailor a solution combining our expertise in pensions administration, complex calculations, illustration tools, and customer services.
Get in touch today Discover our pensions technologyThrough our specialist services, we can help resolve many key pensions challenges.
Administration Support - assistance via supplying pensions specialists to support every step of the member's journey.
Calculations - actuarial expertise to complete manual calculations, and redress calculations in accordance with FCA PS22/13.
Complaints and Remediation - process review and recommendations, best practice, case handling.
Pension System Analysts - to support systems migrations and testing.
Adherence to FCA/Consumer Duty guidance - evidencing compliance and embedding principles in standard processes.
Customer Engagement Processes - effective communication, data analysis, and process reviews.
DB Transfer Advice Reviews - evidence of the suitability of advice including the use of Defined Benefit Assessment Tools (DBAAT).
Past Business Reviews - Projects and Root Cause Analysis (RCA) with actionable results to improve processes and remove consumer harm.
Fully outsourced options available to speed up response times.
Customer Resolution Services for Pensions
Specialist Resource
EQ’s consultants and specialist resourcing experts cover many core pensions disciplines including advice and reviews. Our proven track record covers vulnerable customers, customer journeys, complaints, and complex customer service queries. With 20+ years’ experience, we support your existing teams by providing contingent resources and cost-effective solutions at times of high demand and transition.
Remediation Solutions
As a strategic partner, EQ provides the people, processes, and technology to help you manage remediation programmes such as McCloud Remedy. This means you don’t have to contract, engage and manage multiple suppliers. From the initial planning and cohorting, through to customer communications and final payments, we can manage the entire process.
Intelligent Technology
Our Complaint Insight Service and award-winning complaints and feedback technology allow firms to manage their complaints more efficiently. We can achieve this by automating many of the manual tasks associated with complaints and feedback management. With a suite of comprehensive MI reports, firms can also complete real-time root cause analysis and implement business improvements.
We Love A Challenge – Share Yours With Us Today.
Share your customer complaints and remediation challenges with us. We’re here to help.
Contact our Customer Resolutions Experts