Customer care

Our customer-centric ethos lies at the heart of our business and looking after customers is our number one priority

Keeping customers at the heart of everything we do

At Legal & General, we value the trust you place in us to manage your members’ pensions.

Our award-winning in-house customer service teams, based in Hove, Cardiff, and Glasgow, are dedicated to nurturing this relationship, ensuring your members are looked after now and in the future.

Our dedicated teams, comprising more than 180 people, are available via direct dial numbers, phone, email, or online, providing a multichannel approach to customer service.

Trusted by more than 3,500 schemes to look after over 690,000 (as at 31 December 2023) scheme members, we pride ourselves on delivering exceptional service from scheme onboarding to implementation and ongoing customer support—all under one roof from a well-known and trusted brand.

We are proud to be multi-award winning and fully trained in supporting vulnerable customers, partnering with leading charities to continually develop our people. Our ‘world-class’ Net Promoter Score (NPS) of +70 reflects our commitment to customer satisfaction.

NPS is a measure of customer loyalty and satisfaction, gauging how likely customers are to recommend our services to others.

A score above 50 is considered excellent, and our score of +70 demonstrates the high level of trust and satisfaction our customers have in us.

Key highlights

+70

world class Net Promoter Score (NPS)

0.06%

complaints

30 second

call answer time

Our customer service ethos

Looking after customers is our number one priority, which is why we handle all administration in-house, within the UK. This approach allows us to deliver unparalleled service, tailored to the unique needs of customers.

Customer engagement events

We host customer events throughout the year where customers can meet the team in-person.

These types of events enable us to foster personal connections and allow customers to share their experiences in an enjoyable setting.

BBC Gardeners' World Live

Customer roadshows

Meet our Client and Customer Service Team

Insights

UK and US PRT Monitor - September 2024

Read our latest PRT Monitor, analysing the growing momentum in the UK and US markets.

Building meaningful connections with our customers

We aim to put customers at the heart of everything we do, which is why we host regular events throughout the year, enabling customers to meet our team in person.

PRT update – half year 2024

Download our half year 2024 PRT market update and latest client and customer service report

Legal & General completes £1.1 billion buy-in with the SCA UK Pension Plan

Legal & General completes £21 million buy-in with The Leprosy Mission Central Pension Scheme

Legal & General agrees £4.8 billion full buy-in for the Boots Pension Scheme

Secures the benefits of all 53,000 retirees and deferred members of the Scheme, making it the UK’s largest single transaction of its kind by premium size and, for L&G, the largest single transaction by number of members.

The British Steel Pension Scheme

In May 2023, we completed our fourth buy-in with the British Steel Pension Scheme as a final step to fully insuring the scheme. The transaction secured the remaining 40% of the liabilities bringing the total insured liabilities with L&G to c.£7.5 billion. In doing so, the scheme became the largest pension scheme in the UK to have secured full insurance

Legal & General completes third and final buyout with the Nortel Networks UK Pension Plan

The de-risking journeys of large DB pension schemes

Download our research report

Market update FY 2023

Download our full-year 2023 PRT market update and latest client service report.

Client and Customer Services Animation

We’ve worked with defined benefit pension schemes for over 35 years. Providing income and security in retirement is a responsibility that drives everything we do.

Looking across the lake at Central Park, New York

UK and US PRT Monitor - February 2024

We have published our latest Pension Risk Transfer (PRT) Monitor, analysing the growing momentum in the UK and US PRT markets.

Meeting our customers in-person

We met our customers face-to-face at Inspired Villages' Ledian Retirement Village. These types of events enable us to strengthen our relationships with customers and provides them an opportunity to ask any questions about their pension.

Legal & General agrees £4.8 billion full buy-in for the Boots Pension Scheme

Legal & General completes £500m buy-in with Deutsche Bank Pension Scheme

Legal & General Assurance Society Limited (“Legal & General”) has completed a c.£500 million buy-in with the DB (UK) Pension Scheme (“the Scheme”), securing the benefits of around 2,000 retirees and deferred members.

Legal & General agrees c.£340m buy-in with the Cable and Wireless Superannuation Fund

Legal & General Assurance Society Limited (“Legal & General”) today announces it has agreed a c.£340 million buy-in with the Cable and Wireless Superannuation Fund (“the Fund”), securing the benefits of around 1,800 retirees and deferred members.

Looking out of a plane window at the clouds

Pension Risk Transfer Monitor - August 2023

We have published our latest Pension Risk Transfer (PRT) Monitor, analysing trends and dynamics in the UK and US PRT markets.

PRT update – half year 2023

Download our half-year 2023 PRT market update and latest client service report.

Our customer service ethos

Our multi-award-winning Client and Customer services team highlight how we put customers at the heart of everything we do.

Meet our Client and Customer Service team

Meet the team responsible for ensuring we deliver a great service to members.

Top 5 PRT trends for 2023

Aysha Patel, New Business Origination Lead at Legal & General, shares her top five trends that are set to shape the pension risk transfer industry in the new year and beyond.

UK and US PRT Monitor - February 2023

View our latest Pension Risk Transfer (PRT) Monitor, analysing the growing momentum in the UK and US PRT markets.

Raising the (West) Bar: Investing in Sheffield

Our CEO, Andrew Kail, recently returned to his hometown of Sheffield to explore how the power of pensions is helping to forge a bright future for the Steel City.

A proud signatory to the Sustainability Principles Charter for the bulk annuity process

We are proud to be founding signatory to Accounting for Sustainability’s Charter released early in 2024.

How to secure DB pensions in a crowded market

An insider guide on achieving the best outcome with your insurer of choice

Best Practice Guide

This insurer-led Best Practice Guide aims to help pension schemes to prepare for a quotation and drive greater standardisation and efficiencies across the market.

The PRT Pod

Our de-risking podcast that takes you under the umbrella at Legal & General to discuss the latest trends and market dynamics.

Celebrating 35 years

We are proud to be celebrating 35 years since our first Pension Risk Transfer transaction in 1987.

Newcastle Helix regeneration

Together with Newcastle City Council and Newcastle University, we have invested in Newcastle Helix, providing office space and jobs for the local community.

Our DBDC solution explained

If you choose to secure your DB pension benefits with Legal & General in a pension buyout, we can also offer you our DC proposition: the WorkSave Pension Mastertrust.