Webinar: Administration Oversight in a Digital World

This webinar was hosted by our Head of Trusteeship Jane Beverley with our Head of Pegasus Mark Williamson and our Senior Pensions Executives Mandy Seal and Andy Peek speaking. View the recording of LawDeb Connected: Administration Oversight in a Digital World.To see all of our LawDeb Connected events click here. 

The topic for this session was as follows:

Are you seeing a rise in the number of member complaints?

It is in our nature as humans that when things go wrong, we are more likely to complain or leave a poor review of the service we have received, than we are to commend or praise an individual or organisation when we receive a good service.  This is because, when things go right, we tend to just accept that this is the expected outcome, and inevitably we move on with our lives.

We are living in an age where technology and the internet allows us to obtain almost instantaneous responses to our questions.  Social Media provides us with a fast and direct way of expressing our opinions (both good and bad).  As a result, a member’s expectations can be unreasonably high and complaints about Pension Administrators can easily escalate beyond Scheme channels and the use of the Internal Dispute Resolution Procedure.

Please join our forthcoming discussion where we will be looking at how complaints may arise and why complaints appear to be more prevalent and public than ever before.  We will also discuss how Pegasus can help you deal with complaints efficiently and how to foster better member relationships through clear and open communications.

We will also be looking at how Trustee Boards can support their Administrators to increase efficiency in their processes generally to improve their service overall.

For any questions contact nicole.weiner@lawdeb.com