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These matters can take time but with a focussed and motivated team great things are achieved.

Service Principles

Rowanmoor is a true service provider, focussed on sustaining high-quality, friendly, efficient, personal and professional pension administration.

Our award-winning customer service is built upon years of experience and we set ourselves high standards. Attention to detail, professionalism and strong customer service principles are vital, as we want the relationships we have with our customers to be long term.

Customers are individuals

Every customer whether they are our client, a professional adviser, business partner, or supplier, or a member of our staff, is treated as an individual.

Treating customers fairly

When dealing with our customers, our approach is to use common sense, joined-up thinking and to be proactive with our communications.  Our industry is governed by robust regulation and our approach embraces the Financial Conduct Authority’s principle of Treating Customers Fairly.

Innovative problem solving

We work with our customers to find practical solutions to their problems and are proactive in maintaining relationships to ensure they stay informed, involved and in control.

No call centres

All clients are supported by a dedicated, named administrator who works in a supportive team environment; there are no call centres or anonymous “customer service” departments.

Investment in our staff

As a people-orientated business, our working environment encourages and enables good communication at all levels across the company.  We invest in our staff, giving them the expertise, knowledge, skills and technology they need to provide a first class service.

Good news stories from around the business demonstrate the benefits that our approach to service brings to our customers.

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