Aptia further strengthens customer service standards through membership of The Institute of Customer Service 

Aptia, the UK’s largest third-party pensions administrator, has become a member of the Institute of Customer Service, the UK’s independent professional body for Customer Experience. 

The announcement coincides with National Customer Service Week this week in the UK, and demonstrates Aptia’s ongoing commitment to delivering exceptional customer service. 

Since being founded two years ago, Aptia supports over six million people and pays over one million pensioners. 

Pension holders contact Aptia through multiple convenient channels, including the MyPension@Aptia app which was launched earlier this year. 

However, the most popular method of contact continues to be by phone, with Aptia’s contact centre handling - on average - 30,000-35,000 calls each month. Impressively, 80% of these calls are answered within just 60 seconds, reflecting Aptia’s commitment to responsive and accessible service. 

Going forward, Aptia’s Customer Advocacy team will be working with The Institute, to make effective use of their targeted research, training, and insights to help further embed a culture of excellence throughout the organisation. 

Malcolm Reynolds, Aptia’s UK President, said, ‘Exceptional service isn’t just our goal - it’s our standard. Becoming a member of The Institute marks a significant step in our commitment to continuous improvement, empowering our teams, and delivering trusted, high-quality customer experience.

‘We are proud to join a network of organisations dedicated to raising the bar for service excellence across the UK.’ 

NOTES TO EDITORS 

• Founded to shape the future of pensions, health, and insurance solutions, Aptia is a leading UK pensions administrator and US employee benefits administrator dedicated to simplifying complexity for businesses and individuals. It brings together cutting-edge technology and deep industry expertise to help organisations navigate an evolving landscape with clarity and confidence. 
• With a presence in the US, UK, India, and Portugal, Aptia supports over six million people and more than 1,100 clients, delivering solutions that drive efficiency, enhance financial security, and provide peace of mind. 
• Aptia’s strength lies in the combination of smart technology and expert teams, ensuring that managing pensions, health, and insurance is more effective. By focusing on innovation, accessibility, and client success, Aptia helps businesses take care of their people, so they can focus on what they do best. 

For more information contact: 
Corinne Gladstone, Aptia Head of Corporate Communications & Public Relations. 
Email: media.enquiries@aptia-group.com