Super Service

Super Service logo

We're Celebrating Super Service at Pure Retirement,
proud to share our own award winning service with you through the support we provide,
but also shouting about the great service experiences we’ve had elsewhere
as super service is something to be celebrated.

The Sector's best Distribution Team

Face to Face BDMs and dedicated Relationship Managers offering award winning service to you and the customers you represent. Winners of Best Provider for Adviser Support at the industry's Equity Release Awards three years running, we're committed to our market-leading service provision.

Bespoke Marketing Support Second to None

Our skilled marketing team is on hand to create and deliver a wide range of materials for you, all tailored to your specifications. From events banners to leaflets, advertorials and digital marketing campaigns, we can help you raise your profile with your future client base.

Dedicated Customer Account Servicing Team

Providing direct customer assistance, we ensure your clients receive a smooth end to end customer journey, to completion and beyond. We're as invested in you and your customers as we are in our own people at Pure, receiving Investors in People Gold for 2018.

Underwriters always on hand

Our 20-strong underwriting team are always available to speak to on the phone, taking the time to answer any case queries you may have, and giving you a direct line straight to the detailed information you need.

Technical Innovation

Our market-leading technical developments are here to help make your job easier, from our brand new online portal and case tracking facility, to our mobile app for updates on the go, the first of its kind in the equity release market.

Share your story with us

We should all shout more about great service, making it an everyday occurrence in all avenues of life,
so whether it be at a restaurant, hotel, shopping trip or even at the dentist,
tell us your stories about the super service you’ve experienced.

There’ll be a prize for the best super service story we receive so please fill out the form below.

See your Super Service Stories Here

The Shepherd’s Delight Hut in Yorkshire is an amazing little place off the beaten track with service levels and such thoughtful touches that it makes it feel like a 5 star experience. From letting us check in early when it was pouring down with rain, to breakfast baskets waiting for us on the end of our little gate so as not to disturb us, nothing was too much trouble. With no electric on site they were even happy to charge up a DVD player for us so we could cosy up and watch a film when the weather was rubbish and provided extra logs for the wood-fired hottub without us even having to ask. A true example of super service that should be celebrated, thank you little Shepherd’s Delight hut!

I received an exceptional experience when I went to the Bridge Hotel & Spa for a spa day with the girls. The spa treatments were fully booked and reception were really helpful, telling us what would be open at what times of the day and to go to them directly if we had any problems. Everything was in excellent condition for us all and we had a really enjoyable day. One of the foot massage machines didn’t work and they were great about this, giving all the girls a free massage voucher for our next trip. The whole experience and all the staff members throughout the day were friendly, attentive and easy to speak to. Superb service they should be proud of!

When I went to Rudding Park spa in Harrogate for my husband’s birthday last year, they really went above and beyond to make our stay there extra special. From the moment we checked in they carried all of our bags for us, they upgraded our room to a master suite, they made us feel really welcome and when we got into our room it was decorated for his birthday with a complimentary bottle of champagne and a birthday card. They went the extra mile with every little detail and it really made the experience memorable!

A prime example of when I’ve experienced great customer service is when I went with my Fiancée to Oulton Hall for our 5 year anniversary. The service was excellent, and we were even given a room upgrade to a deluxe suite for the occasion. The staff members in the restaurant were also extremely polite, the service was so attentive and the food was cooked to an exceptional standard. Super service all round!

I needed to update my contact details for my NEST workplace pension but I could not remember either my password or the answers to my secret questions – I felt very stuck! I phoned the NEST customer service helpline and quickly got through to an adviser who was able to verify my identity and efficiently guide me through updating both my password and secret questions. I was impressed and relieved at how quickly they were able to help me access my account. Their great customer service quickly helped me resolve a problem that that I had been experiencing for several months!

Called to renew car insurance with AA, and they were really friendly, helpful, and the person I was speaking to gave their full name. They checked I was ok with everything all the way through, confirmed my understanding, added a bit of humour (Geordie call centre) and got the price down for me – result! Made me want to stay with them and feel very valued as a customer!

While on holiday in Australia I visited the rural community of Phillip Island, and took the chance to take in the island’s world-famous Penguin Parade attraction. Underestimating both the distance from where I was staying and the limited availability of taxis I ended up walking the 5-6 miles there, and having casually mentioned the fact to the staff who checked me in was promptly offered a lift to where I was staying by one of them. I think it’s safe to say that visiting a tourist attraction and having one of their team, unprompted, give you a ride back afterwards counts as going above and beyond...

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