Press release

Legal & General Retirement Institutional attains CCA Global Standard Accreditation for a third year

Legal & General Assurance Society Limited (“Legal & General”) today announces that its Retirement Institutional (“LGRI”) Client Services team has successfully attained the Customer Contact Association (“CCA”) Global Standard Accreditation for 2022, marking the third consecutive year that LGRI has received this accreditation.

19 Jan 2022

Full press release

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The highly regarded accreditation is a globally recognised framework that assesses the reliability and effectiveness of customer service operations. The accreditation was awarded after a two-day assessment carried out in early December 2021. Spanning seven different modules, the independent assessment covered a comprehensive range of criteria such as strategy, customer feedback, leadership engagement and business continuity planning.

The assessor identified a positive work environment, and an upbeat warmth from the individuals taking part, and went on to say: “Overall, this was a very satisfying assessment and is particularly impressive given the challenges of the pandemic. L&G clearly embrace the Global Standard criteria as best practice and apply them to how they operate. Achieving CCA Global Standard Accreditation is an outstanding accolade that requires dedication, hard-work, courage and ambition – all of the things recognised in you by our assessment team.”

LGRI provides income and security in retirement to over half a million customers and has had a Net Promoter Score (“NPS”) of over +70 for four years, which is widely regarded as being at a “world class” level.

Dave Poulton, Chief Customer Officer, Legal & General Retirement Institutional: “I am immensely proud of my teams for this fantastic achievement and for maintaining such a high level of service, despite the significant and ongoing challenge presented by the pandemic. This accreditation recognises the enormous efforts and continued commitment of our frontline team to support our customers and keep them at the heart of everything we do.”

For further information:

Margrit Williams

Director of External Engagement

Legal & General Capital

Email Margrit Williams

Notes to editors

Established in 1836, Legal & General is one of the UK's leading financial services groups and a major global investor, with £1.2 trillion in total assets under management (as at HY24) of which c40% (circa £0.5 trillion) is international.

We have a highly synergistic business model, which continues to drive strong returns. We are a leading international player in Institutional Retirement, in Retail Savings and Protection, and in both public and private markets through our Asset Management division. Across the Group, we are committed to responsible investing and dedicated to serving the long-term savings and investment needs of customers and society.

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