Customer Service Charter – Our Commitment to Excellence

Introduction:

At Retirement Capital,we take pride in delivering exceptional service to SSAS trustees and members. Our Customer Service Charter sets out the high standards we uphold, ensuring clear communication,fast processing,accurate compliance and proactive support.

We publish our service performance annually to demonstrate our commitment to continuous improvement.

Our Charter Commitments

  • Rapid & Clear Communication
    • Enquiries acknowledged within one working day.
    • Full responses within three working days. (urgent cases prioritised)
    • A dedicated point of contact for every client.
  • Transparency, Accuracy & Technology
    • 100 % fee transparency – no hidden costs.
    • Plain English Documentation for easy understanding.
    • SSAS App with real-time access, 99.9 % uptime and security updates.
  • Proactive Compliance & Policy Updates
    • Regular alerts on pension rule changes via our SSAS App and email.
    • Monthly newsletter, podcast & webniars to help clients stay informed.
    • Continuous training for our team to maintain industry-leading expertise.
  • Efficient Processing & Compliance
    • Pension Contribution & loan-back requests: processed within five working days.
    • Pension transfers: processed within ten working days (Subject to third-party response)
    • Full compliance with HMRC and FCA regulations.
  • Partner Accountability & Third Parties
    • We work alongside your financial and legal representatives.
    • Our partner agencies are held to strict service standards.
    • We are not responsible for the actions or advice of external providers , but we ensure smooth collaboration.
  • Customer Feedback & Continues Improvement
    • Annual service reports published, detailing performance and improvements.
    • Ongoing client feedback via our Customer Service Feedback Questionnaire.
    • Complaints & resolutions handled efficiently (see member pack for details)
Submit Your Feedback Here

 

Annual Service Reporting

Each year, we publish:

  1. Customer Service Performance Metrics
  2. Client Satisfaction Scores
  3. Key Improvements Based on Feedback

 

Why Choose Retirement Capital?

  • Industry-leading SSAS administration.
  • Fast, reliable and expert support.
  • Proactive compliance and legislative updates.
  • cutting-edge technology to manage your SSAS.
  • Ongoing education and support through our newsletter, podcast and webinars.

Our commitment is simple: we work harder to make your SSAS experience Smoother, smarter and more efficient.

Learn more about our SSAS.