Service & Support

Retirement Account

Service that's designed for advice

Whether it’s online or in person, we’re committed to providing you with great service and all the support you need.

Committed & personalised service

Within our dedicated servicing team you’ll find:
  • one and done case ownership delivering service in shorter timescales
  • direct numbers so it’s easier for you to reach us
  • tax-free cash payments, designations, income payments, and conversions from capped to flexible drawdown processed without application forms
  • 48 hour policy set up for new business
  • Tax-free cash - Payments confirmed by 11am are paid to your client by close of business that day.
Support to build your business:
  • our pension experts provide insight through thought leadership, seminars, roadshows and industry events
  • Our expanded regional teams including telephony and field based development managers, support you in identifying business development opportunities and sharing knowledge about our proposition and investments
  • technical support and guidance on legislative and budget changes from our industry respected TechTalk magazine and MasterClasses , and with Fundstalk we give topical investment news and insight from our investment experts.
  • award winning service - in recognition of the service we provide we’re delighted to have been awarded:
    • Defaqto, Gold Service rating for Pension Service – Retirement Account (2020)
    • 5 stars in the Financial Adviser Service Awards 2019 (Life and Pensions)
    • Have a look at all our awards
  • Business Support Team - Our technical experts can help you make the most of best advice tools when researching Retirement Account for your clients. They offer support in person, by webex or via a dedicated helpline 0345 128 1404.

Need a hand or have a question?

Going further together

Demonstrating our commitment through our service, proposition and support.

Find out moreto get a quote for our services.

Easy to set up new business online

It’s easy to do business with us online, with straightforward digital services that let you focus your time on helping clients.

For further details about our online services, including the range of requests that can be completed without any paperwork or client signatures, please click here.

There are different ways to access our Online Services, and some steps you'll need to complete if you're not already registered. Refer to Accessing our Online Services for guidance.

For new business, our ‘quote and apply’ is easy and straightforward to use:

  • ‘Quick Quote’ option that can give you an upfront idea of costs, and progress to a full application when ready
  • smooth and simple transition from illustration to application
  • signature-free applications
  • flexible adviser charging options.

How to apply

Existing business made hassle free

Our online services make managing your clients simple and easy.

  • It’s quick and simple to submit increment requests:

    • signature-free process
    • increase existing regular contributions, start new regular contributions and make single payments
    • recall increment illustrations and quickly progress into applications, saving you time
    • transfer policies from other providers
    • use our ‘Quick Top Up’ option to add an increment quickly.  

    Read our guide to doing top ups and transfers online (PDF)

  • Our online service makes it easy for you to control and manage your clients’ investments.

    Online Trading
    • our functionality allows you to perform a straightforward buy, sell or switch.
    • signature free process, that is quick and easy to use.
    • available for Scottish Widows Pension Funds and Fund Supermarket funds.
    Portfolio Switching - End State Switching

    Easily restructure your clients’ funds. You can define your clients’ desired portfolio - our system will then calculate the sells, switches and buys required to create this ‘end state’.

    • makes it easy for you to restructure your clients’ target portfolio.
    • use money in the Control Account as part of the transaction/investment mix.
    • can be applied to any existing regular premiums.
    • available for Scottish Widows Pension Funds and Fund Supermarket funds.

    Read our step by step guide to managing your clients' investments online (PDF).

    Model Portfolios - Portfolio Management Service

    Simple way to create and manage your own model portfolios, saving you time and effort. You can:

    • manage clients with similar investment aims and objectives consistently
    • your model portfolios are available for illustrations and applications to save keying in multiple funds and splits
    • link new and existing policies to your model portfolios
    • automatic rebalancing – control the timing of a rebalance of client assets back to the target asset allocation
    • use money in the Control Account as part of the model portfolio
    • available for Scottish Widows Pension Funds and Fund Supermarket funds.

    Read a guide to our Portfolio Management Service (PDF)  

    Register for this service (PDF)

  • Drip Feed Drawdown is our automated phased drawdown option, allowing clients to draw regular amounts using either:

    • Just tax-free cash, or
    • a combination of tax-free cash and taxable income.
    Giving them contol over the level of taxable income they recieve in retirement - 
    • Help clients to manage their tax affairs efficiently
    • Potential for their retirement fund to grow
    • Opportunity for further tax-free cash to be accumulated in the future
    • Saves you time and money through automation and cost efficient online support.

    More about Drip Feed Drawdown

  • Our reporting services make it easy to find and view client information and services so you can manage all your existing business efficiently.

    The following services are available:

    • policy enquires & values
    • contribution histories
    • transaction histories
    • investment analysis.

    You can customise reports to meet your clients’ needs. You can select a simple policy summary or a full report, and use our ‘asset analyser’ to provide useful insights into the client’s portfolio.

    Back office integration - we know adviser firms use a variety of technology components and systems in their day to day operations. That’s why we’ve integrated our Scottish Widows systems to key back office systems -

    - Assyst                     - IFAMs

    - Iress                        - Intelliflo

    - Best Practice         - JCS

    - Capita                     - Plum

    - Durrell                    - True Potential

    Read our guide to viewing client information & reports online (PDF)

  • We know there’s an increased focus in the market on delivering value for money, and with more clients in or near retirement there is increased demand for ongoing reviews.

    That’s why we’ve created our Client Review Report, which gives you the key information you need for those client conversations. Find out more here.

How can we help

Apply for Retirement Account

See the easy steps you take.

How to apply

Need help using our online services?

Find out more about our easy to use eServices.

Online guides

Want to speak to someone?

Find the help you need.

Contact us