Lothian Pension Fund

 

Lothian Pension Fund gained Customer Service Excellence in October 2008 for all its services - Pension Administration, Investment and Accounting.

 

We were the first local government pension fund in Scotland to be awarded the Government's new customer service accolade.

Launched in March 2008, the new and more challenging Customer Service Excellence scheme replaces Charter Mark. To gain the new Excellence Award, the Fund underwent a rigorous assessment to show continuous customer service is at the heart of the business.

The Award has five criteria including customer insight, understanding the user's experience and robust measurement of service satisfaction.

The Fund undergoes an annual review of the award and has passed each time.  In 2010 we also acheived a compliance + for best practise.