Trafalgar House achieves ninth consecutive Investor in Customers Gold accreditation

Trafalgar House, a specialist third-party pensions administrator, has achieved its ninth consecutive Investor in Customers (IIC) Gold accreditation. 

The recognition followed an independent assessment and was based on feedback from pension scheme members, clients and staff. 

The accreditation is awarded to organisations that deliver high standards of service and meet client needs consistently.

Daniel Taylor (pictured), director at Trafalgar House, said: “Achieving Investor in Customers Gold for the ninth consecutive year is a strong endorsement of the standard of pensions administration we deliver and the consistency of our client and member service. 

“In our world, service is not theoretical – it is measured in accurate calculations, timely payments and clear communication at critical moments in people’s lives.

“There is a huge amount happening in pensions administration right now.”

Taylor added: “Dashboard preparation, ongoing data improvement, transfer activity, retirements and increasing trustee scrutiny all sit alongside the day-to-day responsibility of paying the right benefits, to the right people, at the right time. 

“None of that stops while strategic projects move forward.

“It would be easy in that environment for core member and client service to become background noise.”

He said: “But for a member waiting for a retirement quotation, a transfer value or a bereavement settlement, that interaction is everything. 

“Good administration should never be assumed, and it should certainly never be taken for granted.

“Our own Trust & Confidence Index shows that clear communication and positive interaction remain central to building trust in pensions.”

He added: “At the same time, the industry continues to face challenges around consistency of service and member experience. 

“Maintaining high standards year after year requires discipline, investment and an unwavering focus on fundamentals.

“As we mark our 20-year anniversary this year, this accreditation reflects not just where we are today, but the culture that has shaped our business over the past two decades.”

He said: In pensions administration, reputation is built on what you deliver every single day. 

“We remain firmly focused on ensuring trustees and members receive the level of service they should expect and deserve.”