Royal London awarded gold for customer service

4 min read

Meera Khanna, Consumer PR Manager
Meera Khanna

Corporate PR Manager - Protection


Royal London has received the highest accreditation from Investor in Customers (IIC) for outstanding customer experience for a second year running.

The IIC Award recognises businesses with exceptional customer service. Royal London was praised for continually exceeding expectations in delivering great customer experience, with customers’ interest remaining at the heart of the business. The Investor in Customers assessment also recognised that trust is a cornerstone of our culture and that it goes hand in hand with our mutuality.

In-depth interviews within Royal London across a number of customer and non-customer facing departments and roles were carried out by IIC. They saw a strong link between Royal London viewing its customers as stakeholders and the business improving its processes to increase customer value.

Commenting on the IIC Award, Phil Loney, CEO of Royal London said:

We are incredibly proud of the culture we have at Royal London, and this accolade from IIC is a fantastic recognition of the trust and loyalty of colleagues and customers alike. Teams across the business have worked hard to ensure that customers get a high standard of service from us and this IIC Gold Award is a testament to their efforts."

Tony Barritt, Managing Director of Investor in Customers comments on the award:

This is our second year working with Royal London. Our initial impressions of a company that provides a high quality, consistent and effective customer experience at all levels of the business has been strengthened. Yet, despite being exceptional, in IIC terms, they continually seek ways to become even better, so our impressions this year are not only of a company that delivers a great experience at the frontline, but also one that has successfully embedded customer centricity throughout the firm. Employees are highly engaged with the business and understand their role in either delivering an exceptional customer experience themselves or supporting others that do. We are delighted they have achieved our IIC Gold Award for 2017.

- ENDS -

For further information please contact:

Meera Khanna, Corporate PR Manager - Protection

About Royal London:

Royal London is the largest mutual life, pensions and investment company in the UK, with funds under management of £117 billion, 8.8 million policies in force and 3,745 employees. Figures quoted are as at 30 June 2018.

About Investor in Customers:

It is a leading independent customer experience agency with a unique assessment methodology and more than 10 years’ experience. They carry out in-depth assessments for organisations, interpreting the results for them and delivering detailed and personalised action plans for improvement.

An Investor in Customers (IIC) assessment can also deliver an accreditation in the shape of the industry-recognised IIC Gold, Silver and Bronze Awards. Investor in Customers has been operating since 2006 and is trusted by a wide variety of businesses to deliver insight, pinpoint issues and verify customers’ experience. They’ve surveyed more than 2 million people and accredited over 250 businesses, including many from the Insurance, Pensions, Investment and Financial Advisory markets, as well as the Professional Services sector.