Press releases

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

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

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 management1 of which 40% is international. We have a unique and highly synergistic business model, which continues to drive strong returns. Legal & General provides powerful asset origination and management capabilities directly to clients, which also underpin our leading retirement and protection solutions. We are a leading international player in Pension Risk Transfer, in UK and US life insurance, and in UK workplace pensions and retirement income. Our purpose is to improve the lives of our customers and create value for our shareholders. Through inclusive capitalism, we are investing in long-term assets, such as real estate and infrastructure, that can help build a better society for the future.

1Data as at 31 December 2023.

Legal & General Retirement Institutional (LGRI) works with trustees and sponsoring companies of defined benefit (DB) pension schemes of all sizes to settle their pension obligations and secure scheme members’ benefits, through a full range of buy-ins, buyouts and other de-risking solutions. Our Client Services’ 12-month rolling Net Promoter Score (NPS) is above +70, which is widely regarded as being at a “world class” level. Legal & General is the UK’s longest-standing active bulk annuity provider.

Our UK Retirement annuity book stands at an estimated £86.1 billion at 31 December 2023. Across the group over £30 billion is invested in direct investments that deliver positive social and environmental impacts, such as clean energy and affordable housing. Legal & General provides income and pension security to more than a million retirement customers around the world.