Every six months, we ask you to share your thoughts with us via our Client Experience Survey. Your responses help shape the service you receive from Railpen, directly informing the improvements we prioritise throughout the year.

Back in H1, you told us that you:

• Value your CRM and Pension Committee process: your Client Relationship team will continue working to give you the support you need, while ensuring your committee meetings are as valuable as possible.
• Think our invoicing processes could be improved: as part of a broader transformation project, we’re working to upgrade our invoicing processes, in line with your feedback. You’ll hear more from us about this soon.
  
• Want more insight to how we’re addressing your feedback: going forwards, you’ll hear from us before and after each survey, to let you know how we’re addressing key feedback themes.
  
• Need faster service from Railpen, especially on employer portal queries: we’ve shared this feedback with our relationship teams, who will keep on top of these queries going forward.
  

H2 Client Experience Survey will open from October to December 2025

You’ll hear from us between October and December, asking you to complete our H2 Client Experience Survey.

We look forward to receiving and acting on your feedback.