A valued member of CCA since 2004, Scottish Widows continues to set the standard for service excellence. Their dedication is evident through their CCA Global Accreditation©, with three key divisions—Protection (accredited since 2021), Retirements (accredited since 2021), and Workplace Pensions (accredited since 2006)—consistently delivering high-quality service. This long-standing commitment highlights their customer-first approach and the dedication of their exceptional teams.


What sets Scottish Widows apart is the calibre of their people. The teams within Protection, Retirements, and Workplace Pensions exemplify professionalism, expertise, and a commitment to guiding customers through important financial decisions with confidence. Their service ethos aligns seamlessly with CCA’s vision of excellence, showcasing the impact of strong leadership, investment in people, and a relentless focus on customer needs.


Forward-thinking approach

A prime example of their forward-thinking approach is how their Protection team embraced flexible and home working as part of their CCA Accreditation© journey. Long before the pandemic, they launched a pilot to test new ways of working, ensuring their service model could adapt to future challenges. When COVID-19 struck, this groundwork allowed them to seamlessly scale remote operations, ensuring uninterrupted service for customers at a critical time.


Beyond accreditation, Scottish Widows actively fosters leadership and innovation within the industry. They previously hosted over 100 senior leaders at their historic Edinburgh headquarters for a CCA Leaders’ Summit, facilitating meaningful discussions on the future of customer service. In 2025, they will continue this leadership role by hosting the first CCA Industry Council Thought Leadership session of the year, bringing together over 50 senior executives to shape the future of customer experience by 2030.


We are proud to celebrate Scottish Widows’ achievements and ongoing contributions to the industry. Their accredited status, leadership in thought-provoking discussions, and continuous drive for service improvement set a high benchmark in financial services. As we look ahead to 2025 and beyond, we are excited to continue working together to shape the future of customer experience.


Scottish Widows has long been synonymous with trust, reliability, and service excellence, helping individuals and businesses plan for their financial future for over 200 years. As part of Lloyds Banking Group, one of the UK’s largest financial institutions, they offer a broad range of services, from pensions and life insurance to income protection, all underpinned by a steadfast commitment to customer service.


Congratulations to the entire Scottish Widows team—your dedication and commitment to service excellence is truly inspiring!