𝐑𝐞𝐭𝐢𝐫𝐞𝐦𝐞𝐧𝐭 𝐑𝐞𝐭𝐡𝐢𝐧𝐤: If Pension Funds Want to 𝐊𝐞𝐞𝐩 𝐓𝐡𝐞𝐢𝐫 𝐂𝐥𝐢𝐞𝐧𝐭𝐬,

David BrownFinancial Freedom in Retirement

𝐅𝐫𝐢𝐝𝐚𝐲 𝐑𝐞𝐭𝐢𝐫𝐞𝐦𝐞𝐧𝐭 𝐑𝐞𝐭𝐡𝐢𝐧𝐤: If Pension Funds Want to 𝐊𝐞𝐞𝐩 𝐓𝐡𝐞𝐢𝐫 𝐂𝐥𝐢𝐞𝐧𝐭𝐬,

They Need to Act Like They Want to Keep Them

The pensions industry has built 𝐰𝐨𝐫𝐥𝐝-𝐜𝐥𝐚𝐬𝐬 investment infrastructure.
But it’s built very little for what happens next.

So when members reach retirement and move their money to banks or investment platforms, the industry shrugs and says:

“𝐓𝐡𝐚𝐭’𝐬 𝐣𝐮𝐬𝐭 𝐰𝐡𝐚𝐭 𝐩𝐞𝐨𝐩𝐥𝐞 𝐝𝐨.”

But here’s the truth:

They’re not leaving for better returns.
They’re leaving for better service.
• Easier access
• Real-time control
• Clearer communication
• Smarter support

They’re leaving pensions behind because pensions left them behind.

Think You’ve Got a Retention Problem Now?

Just Wait.

The next generation of retirees is 𝟏𝟎𝟎% 𝐝𝐢𝐠𝐢𝐭𝐚𝐥-𝐧𝐚𝐭𝐢𝐯𝐞.
They 𝐰𝐨𝐧’𝐭 𝐭𝐨𝐥𝐞𝐫𝐚𝐭𝐞 phone queues, PDF statements, or “please allow 10 working days.”

They expect:
• On-demand tools
• Push notifications
• Automated optimisation
• Experience on their terms

They’re not comparing you to other pension schemes.
They’re comparing you to Monzo. To Starling. To Apple Pay.

This Is 𝐖𝐡𝐲 𝐅𝐫𝐞𝐞𝐝𝐨𝐦 𝐄𝐱𝐢𝐬𝐭𝐬.

Not to replace pension products — but to power what comes next.
To give providers the infrastructure to retain, serve, and empower digital retirees with:

✅ Real-time access
✅ Cashflow clarity
✅ Smart nudges
✅ Total trust

If pensions want to 𝐬𝐭𝐚𝐲 𝐫𝐞𝐥𝐞𝐯𝐚𝐧𝐭 in decumulation, the playbook must change — fast.

Because the future won’t be won on fund performance.

It’ll be won on 𝐦𝐞𝐦𝐛𝐞𝐫 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞.

hashtagRetirementRethink hashtagFreedomWallet hashtagSmartRetirement hashtagDigitalPensioners hashtagDecumulation hashtagUXMatters hashtagPensionInnovation hashtagMemberRetention hashtagFintechForRetirement hashtagPensionsVsBank

About henry tapper

Founder of the Pension PlayPen,, partner of Stella, father of Olly . I am the Pension Plowman

View all posts by henry tapper →

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3 Responses to 𝐑𝐞𝐭𝐢𝐫𝐞𝐦𝐞𝐧𝐭 𝐑𝐞𝐭𝐡𝐢𝐧𝐤: If Pension Funds Want to 𝐊𝐞𝐞𝐩 𝐓𝐡𝐞𝐢𝐫 𝐂𝐥𝐢𝐞𝐧𝐭𝐬,

Richard Chilton says:

August 22, 2025 at 7.32

Whilst service issues are true for some, for many the issue is that they understand money in bank accounts and cash ISAs, they don’t understand pensions and how they work. They want to move money to something they understand.

And let us not kid ourselves that everybody is becoming digital. That may be true for the professional classes, but it certainly isn’t true for everybody. Even for those for whom it is true, the complexities of pensions and all the rules around them are on a different scale to those involved with a bank account.

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- Outsider-looking-in says:
  
  August 22, 2025 at 7.32
  
  I disagree.
  I speak to clients who are transferring virtually every day and customer service and delays are often cited as a reason to transfer. And not just amongst the younger generations.
  
  “I can move money from my bank into my ISA instantly. I can move from one ISA to another within a couple of days. I’ve been trying to transfer this pension for weeks/months/years. It’s a standard pension going to a standard pension. I could understand the delay if it was worth a huge amount, or I was looking to do something wacky with it, but I’m not. It’s only worth £x*, which is nothing compared to my main pension/other assets!”
  
  How much £x is and still considered small by the member varies. I’ve had transfers that have taken over 6 months worth less than £10, and multi-millionaires moving £200k which to them is <5% of their assets and therefore also "small".
  
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Bryn Davies says:

August 22, 2025 at 7.32

I think most people want a pension that just happens. And one that provides an adequate income. The funny thing is that we had that, starting in 1978 in the form of SERPS. Everything that’s happened since has been a vain attempt to replace SERPS with a market based solution that struggles to be half as good.

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