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Member Services

At Brightwell, we’re committed to bringing pensions administration into the 21st Century.

Traditionally, the pensions industry has lagged behind the rest of the financial services sector in terms of offering high-quality services with leading-edge technology. 

In partnership with Procentia, Brightwell has supported BTPS in transforming administration and, in turn, member satisfaction.

On in-sourcing pensions administration in 2018, BTPS’s CEM global pension benchmarking service quality score was 48 out of 100 – which was the bottom of the peer group – and this was reflected in the feedback BTPS was receiving from members.

By 2023, the CEM score had leapt to 87 – top of the peer group. This transformation has been achieved with bold decisions and considerable investment in people, processes and technology – which we are now making available to other schemes.

In addition, BTPS’ own member satisfaction score, based on an annual survey with members, has increased from 63% in 2018 to 89% in 2024.

General member satisfaction
rating (%) for BTPS

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Member Experience

Pensions can be complicated. Supporting scheme members to make sure they fully understand their benefits and options with high-quality member communications and personalised online tools helps them make informed decisions.

Take me there – “Member Experience”


Every DB pension scheme has to ensure that the right benefits are paid at the right time.  Member record keeping, data quality and management, benefit…

Take me there – “Administration”

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