Back to news 27 September 2023

Further update on the Administration service following the transition to Premier

As previously noted, the transfer of administration services to Premier took place on 1st June 2023. Please note that as Premier were recently acquired by Isio, from the 1st October 2023 all communication will refer to Isio, rather than Premier from this date.

We are aware some members have continued to experience delays post the transition to Premier.  Premier inherited a significant backlog of cases and has received an unexpectedly large volume of requests from members. Together, this has created significant demand for retirement and transfer quotations. Premier is working hard to address the backlog and is completing increased software automation to make processes more efficient going forward. Whilst many of the initial teething issues have been resolved, unfortunately there are still likely to be further delays for some members over the coming weeks. Premier is prioritising cases, with focus being given at present to people retiring immediately and those members that have passed away.

Please be assured that should you have made a request to Premier, they have logged this and will respond at their earliest opportunity.  

The Trustee continues to actively monitor the situation and engage closely with Premier regarding service levels, but your continued understanding is appreciated during this busy time. We look forward to service levels and member experience reaching the high standards that both the Trustee and Premier expect to provide, and you, the members, expect to receive.

As a reminder, if you do have a complaint on the administration of your benefits, the first port of call to resolve your complaint should be with Premier. If you are not satisfied with Premier’s response, please contact the Trustee at RPF.PM@barnett-waddingham.co.uk.