Customer Resolutions for Pensions Schemes

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Supporting public and private sector pensions 

EQ has decades of experience working within pensions to help administer DB and DC schemes, providing the best possible service to scheme members as well as undertaking advice suitability reviews and remediation exercises. 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.


Through our specialist services, we can help resolve many key pensions challenges.

Advice Reviews - evidence of the suitability of advice including the use of DBAAT.

Administration Support - assistance with every step of the pension member's journey.

Calculations - actuarial expertise to complete manual calculations, and redress calculations in accordance with FCA PS22/13.

Pension System Analysts - to support systems migrations and testing.

Vulnerability - providing specialist diploma-qualified resources to support all at-retirement processes.

Adherence to FCA/Consumer Duty guidance - evidencing compliance and embedding principles in standard processes.

Complaints and Remediation - process review and recommendations, best practice, case handling.

Customer Engagement Processes - effective communication, data analysis, and process reviews.

Past Business Reviews - Projects and RCA with actionable results to improve processes and remove consumer harm.

Fully outsourced options available to speed up response times.

McCloud 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.

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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.

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Remediation Solutions

As a strategic partner, EQ provides the people, processes, and technology to help you manage remediation programmes such as 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.                                               

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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.

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