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2nd October 2017


While automatic enrolment means that more people than ever before are saving into a workplace pension, many people are confused and 65.2% of employees say they would expect their employer to provide guidance on the employee benefits they offer1. To help employers, pension schemes and anyone else interested in pension communications meet this growing need, the Pension Quality Mark (PQM) and Landscape have launched a Good Communications Guide.

The first three chapters of the guide were launched at an event in Westminster on Friday, 29 September where Baroness Ros Altmann - one of the guide's contributors - gave a key note speech calling on the pensions industry to better encourage, engage and enthuse people about pensions. Gregg McClymont - Chair of PQM and contributor to the guide - also provided comments focusing on the challenges of communicating pensions and the valuable work PQM and Landscape have put into producing this guide.

The free guide ( is available online and is optimised for use on desktops, tablets and mobiles. It brings together ideas and approaches to help improve pension communications for anyone wanting to improve pension communication and engagement. Further chapters will be launched at the Pension and Lifetime Savings Association's Annual Conference in Manchester between 18 and 20 October.

Gregg McClymont, PQM Chairman said:

"In launching the Good Communications Guide, Pension Quality Mark is delivering on its goal to work with stakeholders across the industry to improve standards. The nine chapters of the guide can be used either individually to solve a specific challenge or as a map to allow a pension scheme or provider to undertake an overhaul of communications more broadly.

"The launch is the next step in our commitment to improving standards and going forward, we will be adding new thinking, examples and tools so that this becomes a go to place for those wanting to continue to increase and improve engagement."

Baroness Ros Altmann who contributed to the guide, said:

"Even when we have best intentions, getting the right approach to communications and engagement is difficult. Yet helping members understand pensions better is vital. I've contributed to the Good Communications Guide as I believe there is much more we can do to explain pensions better, and better quality engagement can improve member outcomes.

"The guide combines practical information and best practice tools with the aim of helping pension schemes and providers improve the way they communicate with pension savers. It offers support to those who share our passion to improve standards across the pensions industry. The huge advantages of pension saving are poorly understood and I hope better communication can improve the image of pensions and ultimately enrich more people's lives."

Matthew Doyle, Managing Director of PQM, said:

"The Good Communications Guide is a collaboration that started following recent research from the industry looking at what was limiting schemes and providers to improve engagement with members.

"We then decided to partner with creative marketing agency Landscape. Using best practise from over 250 scheme assessments a year, Landscape's own ideas, and insights from experts such as Baroness Ros Altmann, Sir Steve Webb, Gregg McClymont, Ruston Smith, Lesley Williams and Helen Ball, we developed the Good Communications Guide. The outcome is a guide that provides pension schemes and providers with practical examples and tools they can use today that will have an immediate impact on engagement with members."

PQM is offering 100 free one-to-one consultations over the next twelve months to help schemes improve their communications and member engagement.

PQM is also launching a series of workshops on communications, the first of which is on 29 November 2017.

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