5957 Generic Pitchbook_online version v1

WE SPECIALISE
IN PROVIDING
FINELY-TUNED…
finance and administration
services as well as smart
technology solutions in
complex and regulated
markets.
WE ARE
ACKNOWLEDGED
LEADERS IN UK…
share registration,
investment services,
pensions and loan
administration software
markets, where our clients
include over 50% of the
FTSE 100.
EQUINITI KEEPS
THINGS RUNNING
SMOOTHLY…
behind the scenes for
some of the best-known
brands and public sector
organisations in the UK.
OUR SERVICES
ARE DELIVERED BY
3,800…
employees across 27
office locations, enabling
us to offer solutions that
are flexible, adaptable
and scalable.
COMPANY OVERVIEW

50%of the FTSE 100
We work with around
20%of UK pensioners
We pay
£90bnof payments per year
We process
Share Registration
Corporate Actions
Investor Analytics
Company Secretarial Services
Bereavement Services
Employee Share Plans
Executive and Discretionary
Share Plans
Flexible Benefits
Employee Benefits Portal
Creative Design
Investment Administration
White Label Investment
Services
Employee and Executive
Share Dealing
International Payments
Pension Administration
Pensions Software
and Platforms
Life and Pensions
Data Solutions – analytics
Complaints and Rectification
HR/People Solutions
Loan Administration
Data Services
Specialist Public Sector
Technology Services
Sirius
Selector
ESP Portal
Centive
PeopleSpace
EQXanite
Compendia
Complaints Handling
Software
PeopleAX
Loan Servicing Software
Microsoft Technologies
360o
Feedback and
Revalidation
52mloan calculations per month
We perform
27mcustomers on behalf
of our 1,700 clients
We interact with
REGISTRATION SERVICES EQUINITI FINANCIAL
SERVICES
EMPLOYEE SERVICES PENSION SOLUTIONS TECHNOLOGIESSPECIALIST BUSINESS
PROCESS AND
TECHNOLOGY SERVICES
We take care of the day-to-day,
leaving you free to focus on
your core business.
COMPANY OVERVIEW

Equiniti is the leader in the UK share registration market, providing registrar services
to around 50% of the FTSE 100 and around 35% of the FTSE 250. We provide
professional share registration services to over 700 corporate clients and manage
over 18 million shareholder accounts.
SHARE
REGISTRATION
CORPORATE
ACTIONS
Share registration is a central
part of our business. We are
dedicated to delivering first class
management and administration
to fulfil all registration services,
including:
Share Registration
Dividends
Dividend Reinvestment Plans (DRIP)
and Scrip Dividends
General Meeting Management
Shareholder Mailings and
Deemed Consent Management
Shareholder Programmes
Treasury Shares
Corporate Sponsored Nominee
(CSN)
Depositary Interests
Permanent interest bearing shares
(PIBs)
Whatever the impact on the capital
structure of an organisation, our
renowned expertise and integrity
ensure that we offer valuable
guidance and the operational and
technical skills required when it
comes to corporate actions.
Our Corporate Actions services
include:
Initial Public Offerings (IPOs)
and subsequent capital raisings
Mergers and Demergers
Capital Reconstruction
Dissenting Shareholder Registers
INVESTOR
ANALYTICS
We make it easier for our clients
to get to know their investors. The
data and insight that we provide is
professional and easy to under-
stand. In the short term this, saves
time and for the longer term this
saves money.
Our Investor Analytics service
includes:
Share Register Analysis
Market Surveillance
Client Advice
SHARE REGISTRATION
ASSET
REUNIFICATION
Equiniti offers fully outsourced end-
to-end asset reunification solutions.
We deliver tailored programmes
designed to reduce the number
of “goneaway” investors on our
clients main share register, return
unclaimed monies and facilitate
the repatriation of entitlements
following corporate actions.
GLOBAL SHARE
ALLIANCE
Equiniti is part of the Global
Share Alliance (GSA) which brings
together leading share registration
providers in each jurisdiction. The
Global Share Alliance represents
in excess of 30 million shareholder
records worldwide and provides
first class customer service with
local expertise, demonstrating
global best practice.
Asset reunification programme to
trace and reunite 170,000 former
HBOS CSN shareholders with £11.6m
in unclaimed dividends who have
zero share balances.

SHARE REGISTRATION
EQUINITI’S REGISTRATION ADMINISTRATION SOFTWARE
ESP Portal is our online share plans platform which enables our clients’
employees and executives to access and manage their share plans
in one place, with just one login or through single sign-on from a
Corporate intranet.
The ESP Portal is seen as a true asset to our business and will play an
important part in our future benefits strategy.
We continue to invest in the portal’s on-going development; adapting
to the changing needs of our clients, and enhancing and improving
their employees’ experience.
EQUINITI’S CORPORATE PORTAL
Selector provides our clients with easy access to live share registration
data from any internet-enabled PC, mobile or tablet. Selector’s
innovative functionality enables our clients to:
- utilise “real-time” shareholder data to conduct extensive share
register modelling by creating bespoke self-service reports
- monitoring institutional shareholders with automatically
generated alerts
- prepare for general meetings.
Additionally, Selector serves as a secure file transfer facility enabling
us to exchange sensitive files and data quickly and safely.

14 million
Equiniti managed record volumes
of investor queries and trades,
processing over 56,000 sale
instructions and selling over
14 million shares.
400,000
The IPO resulted in the creation of
a new FTSE 100 business with over
400,000 shareholders.
90%
Equiniti answered an additional
140,000 calls in a single month -
an increase of nearly 90% on top
of the monthly call level of 160,000
CASE STUDY
ROYAL MAIL
One of the highest profile IPOs to come
to market in recent years. Equiniti acted as
receiving agent, delivered employee benefits
and managed the issue and allocation of
shares. Equiniti also ran the associated
dealing services and acts as the ongoing
share registrar.
109
Equiniti staff participated
in drop-in clinics over a three week
period at 109 Royal Mail sites,
running from early morning until
late evening and seeing around
8,000 people.
Online
Equiniti provided the marketing
and application websites to cope
with high volumes of users and
surges in demand.
93%
Despite almost doubling the calls
it handled, Equiniti’s dedicated
Contact Centre staff retained a
customer satisfaction rate of 93%.

We provide the entire range of Company Secretarial
services as a fully outsourced department or as
additional assistance to the in-house secretariat.
The acquisitions of two leading Company Secretarial
businesses in recent years enable us to provide a
fully comprehensive Company Secretarial service
offering to UK and International companies.
COMPANY SECRETARIAL

EMPLOYEE, EXECUTIVE AND DISCRETIONARY SHARE PLANS
high quality
Equiniti’s Employee Services is a
technology driven, service
provider to businesses who
use equity and wider benefits
to engage and motivate
their employees.
We provide tailored solutions for
executive reward management and
customised services to larger employee
populations globally.
With a core capability to handle scale
and complexity, we use talented people,
integrated platforms and innovation to
deliver a market-leading proposition,
which delivers:
SIP, SAYE and discretionary plans
Market leading benefits portal
Global and corporate nominee
Flexible benefits

EQUINITI’S SHARE PLAN PORTAL
FOR OUR CLIENTS’ EMPLOYEES
ESP Portal is our online share plans platform
which enables our clients’ employees and
executives to access and manage their
share plans in one place, with just one
login or through single sign-on from a
Corporate intranet.
The ESP Portal is seen as a true asset to
our business and will play an important
part in our future benefits strategy.
We continue to invest in the portal’s
on-going development; adapting to
the changing needs of our clients, and
enhancing and improving their
employees’ experience.
Key features of the ESP Portal include:
Highly customisable
The most comprehensive, user-friendly
service in the industry
Seamless access via a corporate intranet
Just one login provides visibility of all share
plans and ordinary shares
Employee tailored navigation – services
displayed are unique to the employee
Employee accounts updated immediately
Instant on-screen and email confirmation
provides assurance to employees and
reduces queries
Real-time online SIP sales

EQUINITI’S EXECUTIVE AND
DISCRETIONARY SHARE PLANS
ADMINISTRATION SOFTWARE
Centive is our primary system for the
administration of executive and
discretionary share plan services. This
is a specialist platform to support the
complex and varied nature of these types
of shareplans. Centive has a specialised
web front end, which is presented to users
as a website through a single login. This can
be accessed as a standalone portal or direct
via the ESP Portal and enables executives to
enquire and transact on all of their share plans
in one place.
specialist
platform
Centive is our
which supports the complex and
varied nature of executive and
discretionary share plans

EMPLOYEE BENEFITS PORTAL
PEOPLESPACE IS A REFRESHING,
NEW ONLINE EMPLOYEE PORTAL
WITH SIMPLICITY AT ITS CORE.
We provide an innovative approach to
employee empowerment and engagements,
through PeopleSpace, which combines
rewards, benefits and self-service seamlessly
via a single view.
PeopleSpace allows employees to view,
update and use employee-specific
information relating to their flexible benefits,
share plans, investments, pensions, personal
development and more. It is modular in
design, offering clients total flexibility
which means you can select as many
or as few modules as required.
Developed using the latest technology,
PeopleSpace gives access to best-in-class
design, quality and functionality. It can be
customised to reflect our clients’ brand and
is easily accessed via desktop, tablet and
mobile devices.
For employers:
Enable self-service, empowering individuals to
take control
Increase employee engagement, retention
and productivity
Reduce the number of queries received
by the HR department
Enhance visibility of trends
For employees:
Simple, at-a-glance visibility of rewards,
benefits and HR-related information from
a single portal
Secure access ‘anywhere’
Greater control of personal information,
rewards and benefits
We launched
PeopleSpace, a unique
portal that allows
employees to review
and manage their
benefits online

CASE STUDY
EQUINITI AND BT SIMPLIFYING
COMPLEXITY FOR BT’S EMPLOYEES
Equiniti has provided employee shareplan
services to BT since 2004. This year, we
supported BT through one of its biggest
challenges yet – the most recent maturity
of its “saveshare” plan.
The Equiniti team was most responsive to
our needs. We worked in partnership to build
the choices, map each user journey and
communicate effectively with the participants
Francis O’Mahony
Head of Employee Share Plans, BT
The maturity was one of the largest and most complex
ever seen, with around 23,000 participants and a value
of more than £1.1 billion. The average participant
stood to gain almost £42,000, rising to almost £76,000
for those who had saved the maximum each month.
Participants’ options ranged from holding or selling
shares to transferring them to their spouse, ISA or
pension. This meant they needed to understand
financial issues they might not be familiar with, such as
the potential tax implications of their choices.
We worked with BT on a year-long communications
strategy, so people could make well-informed choices.
We researched when, how and in what form people
would best absorb the information, resulting in a
monthly series of personalised emails on key topics,
with links to further information.
Highlighting each individual’s potential gain
encouraged them to understand their options.
The emails were combined with a series of
educational tools, from booklets and QAs to
a live question session.
Most people selected more than one option, putting
our team under huge pressure to quickly and accurately
turn around their choices. Supported by our Sirius
platform, we delivered on time and to our service level
agreements, resulting in a satisfied client.
As Francis O’Mahony, Head of Employee Share Plans at
BT said: “The Equiniti team was most responsive to our
needs. We worked in partnership to build the choices,
map each user journey and communicate effectively
with the participants. The fact that everything went so
smoothly, and that the BT share price remained stable,
is testament to terrific team work.”
23,000 participants and a
value of more than £1.1bn

Equiniti Creative is our in-house Creative agency which has a
significant influence over the look and feel of many employee
share plans for companies in the FTSE 100.
We bring share plans to life, some
already market-leading, shaping
them into cutting-edge, insightful
and award winning plans.
Our approach is totally flexible
and collaborative. We can
review, plan, design and deliver
to an agreed strategy.
We can take full ownership of your
communications or work alongside
your branding or marketing teams to
deliver excellent creative solutions.
We understand that each clients’
requirements are different so
we produce bespoke design,
communications and creative
strategies that will really make a
difference to how employees interact
and engage with your share plans.
We have extensive experience in
working directly with our clients’
employees to understand how best
to engage with them. Often, we
facilitate employee focus groups that
allow us to explore new ideas that are
relevant to our clients’ workforces.
CONSULT CREATE DELIVER
Communication planning
Focus group facilitation
Benchmarking
and review
Communication
integration
Future planning
Concept work
and design
Multi-channel
campaigns
Advertising and
promotional marketing
Photography and
retouching
Branding and
corporate identity
Event graphics and
promotions
Brochures, stationery and
promotional work
Emails
Web graphics
and imagery
Web page and
intranet design
Augmented reality
Animations
Presentations
Interactive brochures
Magazines and
newsletters
Annual reports
CREATIVE DESIGN

TRY IT NOW!
Download the free EQ Strata app from
the app store or Google Play and hold
the viewfinder over this image to unlock
a sphere of discovery…
AUGMENTED REALITY
Benefits of Augmented Reality
As businesses and consumers
needs grow for new technology,
creating deeper and more
meaningful experiences, Equiniti
can ensure we meet those
evolving expectations. Research
confirms the benefits of
augmented reality include:
Enhanced engagement through
increased choice of channels
Increased click through rates
Reinforces the social buzz
No need for QR codes, tags or
markers
EQ Strata also allows you to:
Easily access content through the
growing smartphone market
Gain valuable MI to understand
your audience’s engagement
through analytics and measuring
tools
Access anywhere with 3G/4G or
wifi connectivity
EQ STRATA IS EQUINITI’S VERY OWN APP, WHICH ALLOWS
YOU TO BRING YOUR DESIGN, PROMOTIONAL MATERIAL AND
MARKETING TO LIFE USING THE RENOWNED INNOVATION
AUGMENTED REALITY.
EQ Strata enables you to engage with three dimensional elements
and layers such as video, web content, animation and social media to
absorb yourself in an interactive world through your mobile device.
Augmented reality is a particularly beneficial way to guide your
audience through a seamless journey, from printed or tangible
mediums online.
free to
download
The app is
from the app store or
Google play.

INVESTMENT ADMINISTRATION
Equiniti provides investment
administration which allows wealth
managers and stockbrokers to
outsource some, or all of their middle
or back office functions. As well as
being the customer interface, we
provide a centralised pooling of
custody and business processes.
By outsourcing their investment
administration, our clients benefit from a
reduction in the cost of processing, reduced
regulatory risk and an increased level of
security. Equiniti’s investment administration
services are underpinned by EQXanite,
our wealth management platform.
Our service is modular and configurable
which provides our clients with the
flexibility to choose the service and support
tailored to specific client requirements.

Dealing accounts, ISAs and SIPP
dealing accounts
A mobile trading app
A wide range of investment choices
Competitive pricing from market makers
A panel of SIPP providers
Investment tools and calculators
Access to market data
EQUINITI PROVIDES BRANDED
INVESTMENT PLATFORMS TO
CORPORATE ENTITIES.
This allows companies to offer new investment
services under their own brand at minimal cost
and time-to-market while removing much of the
regulatory burden.
We are able to offer considerable flexibility in
supporting every aspect of the trade lifecycle,
from execution to post-trade processing. Our
compelling proposition to offer customers
includes:
WHITE LABEL INVESTMENT SERVICES
Our clients can also choose to benefit from
the support of our award-winning Contact
Centre, new product launches and ongoing
promotional services.
CORE FUNCTIONS
Client facing
Account opening
Contact centre support and
postal services
Web and online tools
Client reporting
Portfolio management tools
Settlement and administration
Client accounting
Dealing services
Settlement services
Asset servicing
Regulatory reporting
Custody services
INVESTMENT ADMINISTRATION

Our Selftrade investment platform
is a leading UK provider of retail
investment services. The Selftrade
service offers a Shares ISA, dealing
account and SIPP Dealing Account,
provided in conjunction with Gaudi
Regulated Services Limited, as well
as access to a panel of over 70
SIPP Trustees.
Through the Selftrade platform customers can
choose from over 8,000 different stocks and
funds, including UK and international shares,
bonds, Gilts, ETFs, ETCs and derivatives, and
make use of a range of investment tools
and information.
We use technology
to build smart solutions
RETAIL INVESTMENT SERVICES

EQUINITI’S FRONT-TO-BACK
OFFICE SOFTWARE SOLUTIONS
EQXanite is our investment platform
providing complete front to back office
functions. We can deploy this as a straight
through processing solution, in a modular
configuration or as Software as a Service
(SaaS). Our EQXanite technology led trading
solutions have been developed over 30
years with our clients and their customers.
Our front-office interfaces are designed for
any client targeting individual investors,
from execution only (XO) brokers to wealth
managers and asset-servicing firms.
EQXanite helps create efficiencies in the
middle office functions across client
onboarding, trading functionality, trade
processing and managing client money.
In addition EQXanite provides certainty for
back office processing including supporting
Corporate Actions and regulatory reporting.
EQXanite can be delivered in modular
functional units to support specific
businesses or used discretely with other
platforms to deliver a front-to-back system.
These modules include:
Wealth management system
corporate actions
Custody services
Private client stockbroking
On-line execution-only stockbroking
Mobile stockbroking platform
EQUINITI FINANCIAL SERVICES

EQUINITI’S INVESTOR PORTAL
Shareview is our investor portal which allows
shareholders to proactively manage their
entire investment portfolio, where Equiniti
is the Registrar, quickly and with ease.
Shareview provides the unique benefit of a
consolidated view of all shareholdings in real
time, in one place. In addition to providing
dealing functionality, shareholders are also
able to keep track of their transaction and
dividend histories, whilst planning for the
future by monitoring potential investment
opportunities.
Shareview provides complete self-service
functionality giving shareholders the freedom
to update their personal details, dividend
instructions, settings and to download tax
vouchers quickly and easily, at any time.

EQUINITI’S INVESTMENT PLATFORM,
FOR EXECUTIVES AND EMPLOYEES
OF OUR CORPORATE CLIENTS.
Shareview Dealing is a comprehensive
investment platform offering a Stocks and
Shares ISA and Investment Account to
support investors whether shares are from
a company share plan or other investments
held in the individual’s own name.
The Shareview Dealing ISA is designed
especially for use by employees and
executives with maturing sharesave schemes
and who want to mitigate any potential
tax liabilities or diversify their investments.
There is also the added option of corporate
funding, payroll deduction, corporate sponsor
endorsement and plan savings.
The information on Share Dealing and Retail Investment services is
provided for use by the Company only. The products involve risks
which are set out in the documentation relating to the products and
individuals should refer to this before using any of the services.

Providing
intelligent
investment administration
services to UK financial institutions.

INTERNATIONAL PAYMENTS
Equiniti provides a full range of
assured and perfectly executed
international payments solutions
to over 180 countries.
180 countries
covered
180 years’
experience delivering
payment solutions
£90 billion
payments
annually
A range of
solutions for
global payments
Equiniti International Payments and CloudPay partner to ensure highly accurate and
cost-effective bulk global payroll payments. Using Equiniti’s PayFac solution CloudPay
is able to offer their clients a full payment service, achieving synergy between payroll
and payments and eliminating manual data entry and duplication.
They first formed a relationship in 2011 when Equiniti took on the responsibility for
some of CloudPay’s payroll clients. In 2014, however, several big business wins for
CloudPay left them needing a payments solution that could cope with large scale
payroll runs while keeping the process simple and accuracy levels high. CloudPay
turned to Equiniti’s PayFac solution to achieve this.
FAST AND EASY PROCESSING
The Equiniti International Payments
online payment solution allows you to
review, authorise and manage foreign
payments more efficiently with just a few
clicks - saving both time and money.
DEDICATED ACCOUNT
MANAGERS
Our dedicated account managers will
provide guidance on the best payment
solutions and have expert knowledge
on global payments regulations, getting
payments where you need them quickly
and cost effectively.
COMPETITIVE AND
TRANSPARENT PRICING
Our fees are competitive but also
completely transparent. They are applied
at the point of payment, meaning you
get instant visibility and no surprises.
COMPLETE CONTROL AND
SCALABILITY
Services can be scaled up or down to
cope with peaks and troughs in demand.

In approximately one third of all cases, the notification comes
from primary relatives or next of kin of the deceased.
With this contact being the first step in organising the deceased’s financial
affairs, this normally leads to account closure with all service providers.
With our support we can stem the account closures and develop new
customer relationships on your behalf with the next generation of customers who
need advice and support on their new found wealth.
On an average day, Equiniti
receives approximately 1,000
notifications of death across
all of its business units – 60%
of the deaths registered per
year in the UK.
BEREAVEMENT SERVICES

PENSIONS SOLUTIONS
We are pensions experts; delivering
an unparalleled member experience
to our clients’ pension schemes. Our
administration solutions encompass
smart people, best-in-class processes,
and intelligent use of technology, made
available to members 24/7.
We are becoming one of the largest
providers of outsourced pension
administration in the UK. We work with
schemes in the public and private sectors
with complex defined benefit, defined
contribution and hybrid arrangements,
as well as services to the Principle Civil
Service Pension Scheme through MyCSP.
We offer an array of administration
services including; member record
keeping and maintenance; web;
treasury; accounts; communications; and
pensioner payroll.
There is great flexibility in how these
services can be applied, through
co-sourcing to fully outsourced
administration, all underpinned by our
cutting-edge platform Compendia.
Our web-based platform, Compendia,
along with our other specialist pensions
software products, DataSure and
SuperVal, are used by in-house teams
administering their own pension
schemes, consultancies, the government
and third party administrators.
Compendia is our leading-edge
pensions and payroll administration
system, ranked number one in the
industry by its users. It provides an
intuitive, user-friendly interface,
backed up by a huge array of functions
configured to meet each scheme’s
individual requirements.
DataSure, our data analysis and
migration software, and SuperVal,
our actuarial valuation platform, allow
users of Compendia to further analyse,
audit and manipulate data to their
requirements. This ensures data quality
and actuarial valuations are accurate and
up to date.
PENSION
ADMINISTRATION
PENSION
SOFTWARE
With our pensions experience dating back to 1836 pensions
are deeply enshrined in our business; they are a part of our
DNA and a key part of our future.
In 2015 we won 6 industry
awards and were voted the #1
administration
platform in the industry.

PENSIONS SOLUTIONS
Equiniti is the UK’s leading pension services provider.
We deliver all aspects of pension services, from
the software to run and value and the day-to-day
administration itself, right through to supporting
schemes at the very end of their lifecycle. We can
also offer strategic support to pension schemes with
complex issues such as data quality, communications,
transformation and rectification issues.
Equiniti provides specialist pensions
savings and retirement income
administration services to the
insurance sector.
Our Life and Pensions offering combines
a long standing heritage with cutting
edge technology to enhance process
management, compliance and customer
experience for heritage portfolios and
retirement freedoms products. Reducing
the time, cost and regulatory burden of
administration, Equiniti is enabling firms
to transition to the world of retirement
freedoms and focus on developing
future revenue opportunities.
Equiniti’s experienced Life and Pensions
team deliver:
Workplace pension scheme
administration
Pension and annuity payments –
both UK and overseas
Ongoing management of data
validation and integrity
Capital requirement calculations
Resourcing support for project
or seasonal requirements
Equiniti specialises in helping pension
scheme Trustees and sponsors manage
the financial and reputational impact of
data and calculation risk - across the life
of the scheme.
The multi-skilled team have extensive
collective experience of supporting
pension schemes negotiate their
endgame, (through voluntary wind-
up, buy-out and buy-in and through
Pensions Protection Fund entry –
including over 100 wind-ups), and this
specialist experience enables our team
to help clients manage their scheme’s
data risk throughout its life.
Equiniti’s unique approach enables
Trustees and scheme managers to assess
their data and calculation risk issues and
make risk-based prioritisation decisions.
In addition to providing the necessary
analysis and consultancy, our team
can then deliver the implementation
necessary to fix any problems uncovered.
DATA
SOLUTIONS
LIFE AND
PENSIONS

PENSIONS SOLUTIONS
Functionality provided by this powerful pension administration software includes:
Comprehensive record keeping
Calculations
Full reporting including management information
Pensions payroll
Workflow and document management
Case Management
Interfaces
Member self-service
Portal integration
Comprehensive audit facilities
Our comprehensive range of pension services that support in-house
administration, co-sourcing and fully outsourced administration
are all underpinned by our award-winning administration
platform, Compendia.
Compendia is a powerful, web-based solution for comprehensive
administration of occupational defined benefit, defined contribution,
career average and hybrid pension schemes.
Compendia provides a complete selection of administration and
communication services to support pension scheme administrators,
in order to meet the needs of Trustees, employers and members.
Equiniti’s pension administration
software and portal for our clients’
pension scheme members

PENSIONS SOLUTIONS
Accessing pension details has never been easier with Compendia
Self-Service. Compendia Self-Service brings responsive web design,
together with an enhanced user interface in a market-leading,
self-service product for our clients’ pension scheme members.
Key Features enable members to:
View and update personal details
View the current value of retirement benefits
Model benefits at various retirement ages to see the impact increasing (or decreasing
where allowed) contributions will have on a retirement fund
Use the Income Drawdown Modeller which allows members to model how long their
retirement fund will last based upon a selected annual income, or model how
much annual income they will receive over a selected period
Perform ‘what if’ calculations to estimate the value of annual pensions at a specific
leaving date
Track investments
Switch invested funds
View historical payslips and P60s
Equiniti’s pension administration
software and portal for our clients’
pension scheme members

CASE STUDY
PRUDENTIAL
10-YEAR EXTENSION
Excellence in delivery for our customers has to be as
important to our partners as it is to us. Everything we
do well builds on the trust our customers place in us
so our extension of this partnership is a recognition of
Equiniti’s technical and administrative expertise. Tracy
Harris, Customer Service Director at Prudential
Ongoing Specialist
Services
• Overseas with-profits
annuities under a part VII
transfer from Equitable Life
sitting within annuity division
servicing over 600,000
annuities on behalf of 10
insurance clients
• Requires technical
foreign language, tax
and multi-currency skills
• Equiniti Data Services -
tracing, screening, forensic
expertise
• Hazell Carr Professional
Services - resource pool
supporting complaints
and actuarial services
HERITAGE SPECIALIST
60,000
TRUST-BASED PENSIONS
• 10 year extension of
Deferred Benefits Pensions
Administration, including
documentation and
actuarial services, for 60,000
members including around
30,000 transferred in 2012
onto Equiniti’s Compendia
platform
• Customer enhancement
programmes covering data
integrity, breach rectification,
scheme discontinuance/
wind-up
20,000
GROUP PERSONAL
PENSIONS
• Equiniti provided Prudential
a minimal risk, sustainable
solution
• Portfolio of 20,000
Group Personal Pensions
transitioned from other 3rd
party provider within a fixed
deadline of 6 months
• Ongoing regulatory
compliance
• Restructuring of underlying
funds
In a relationship spanning 12 years, Equiniti
manages Prudential’s shares as part of its share
registrar services as well as delivering high quality
pensions related services helping Prudential
address complex, urgent, high risk business issues
within its heritage portfolios.

Specialist
Business Process
and Technology
Services

We provide a range of case management
solutions specifically for financial services
and the public sector.
Our digital experience and business optimisation solutions
support enterprise modernisation and transformation projects,
improvebusiness processes, implement enterprise technology
and service-based platforms to reduce costs, increase efficiency
and make smarter business decisions to support growth.
Our enterprise workflow solutions embrace an open-source and
open architecture philosophy that will allow for both integration
of its components to third party applications and interoperability
with other networks.
In Financial Services
Complaint management
Credit servicing
Risk management
Fraud management
Underwriting
Asset management
In the Public Sector
Complaint management
Investigative case management
Grant management
CASE MANAGEMENT (ENTERPRISE WORKFLOW)

With over 20 years’ experience, we work with
55 financial services brands, deployed Europe’s
largest complaint handling system to over 70,000
users in the UK’s largest financial services group,
and have over 1,300 consultants working on-site
across the UK.
Our solutions help our clients manage the entire complaint management
process, from providing specialist resource to meet surges in demand,
through to award-winning complaint management and feedback software
and consultancy services.
Flexible in nature – we can offer the full end-to-end service or elements of
the service depending on your requirements.
Equiniti delivers intelligent end-to-end complaint
management and rectification solutions to some of the
UK’s leading financial services brands and customer-facing
organisations.
COMPLAINTS AND RECTIFICATION

COMPLAINTS AND RECTIFICATION
COMPLAINTS HANDLING SOFTWARE
– ENTERPRISE EDITION
Our complaint management software
enables our clients to adopt a consistent
and integrated approach to capturing,
managing and analysing complaints
feedback. It not only provides
sophisticated and highly flexible
workflows that enforce best practice it
also creates a single customer view from
across all channels of communication
from email, web form and telephony
through to social media.
Our highly configurable software
means that we can rapidly implement
a solution that allows you to capture,
track and manage complaints through to
resolution.
With integrated, sophisticated business
intelligence tools, our clients can
understand the root cause of their
complaints to prevent systemic issues
going without detection.
With over 20 years’ experience, we
have a strong focus in quality which is
reflected in our ISO9001 and ISO10002
accreditations. Our technology has also
holds an FSTech Award for Best Use of IT
in Retail Banking.
As a trusted partner to the financial
services industry, we work with 55
financial services brands and our client
list includes some of the world’s leading
and customer-facing organisations.
Today, we have over 1,100 financial
services consultants working on-site
across the UK, and we also deployed
one of Europe’s largest complaint
handling systems to one of the ‘Big Four’
banks with over 70,000 users.
EQUINITI SPECIALIST
RESOURCING
Our people are smart, highly skilled
and experienced experts who are
used to operating in highly regulated
environments. Whether you need a
flexible resourcing solution of just one
person or 100 people we can support
you at short notice providing you with a
quick solution to meet your objectives.
We have provided flexible resourcing
solutions for many years and have
a unique insight when helping
organisations adjust to increased
customer pressures and regulation. We
have developed long term, strategic
relationships with our clients which
has provided Equiniti with an in-depth
understanding of the challenges they
face. Our dedicated teams work closely
with our clients from the outset, listening
to their needs and delivering a seamless,
brand specific service.
We have access to a pool of over
3,000 specialist staff across a range of
disciplines such as complaints, pensions
and actuarial which can be provided on
a short or long term basis and currently
have 1,300 specialist resources working
on-site in some of the largest financial
institutions in the UK.

Key features
• Prioritise your posts from multiple
social media accounts and multiple
social media channels
• Automatically prioritise your work to
limit social risk/exposure
• Reply to your social media posts in a
controlled/streamlined way – private
or public posts
• Quality assure your social
responses,and enforce your “corporate
voice” through pre-defined response
templates
• Build a social history to allow you to
track repeat complainers
• Escalate complaints into a
comprehensive (regulatory compliant)
complaint management system
29%
50%
30%
22%
29%
46%81% of customers want to solve a
problem when they’re engaging
with a brand on social media
Your customers are
asking for customer
service on Facebook
and Twitter
of Facebook users expect
a response within 2 hours
of consumers are actively
using social media to reach
out for customer service
of Twitter users
expect a response
within 30 minutes
expect a response
within 2 hours
of Twitter users expect
a same-day response to
questions and complaints
expect a same-day
response
SOCIAL MEDIA TRIAGE
Businesses are under constant pressure
to handle growing volumes of customer
contact. Multiple channels, often with
fewer staff, and customers are choosing
to use social channels to communicate
as they believe they will get a faster and
more favourable response.
As part of our complaint management
software we provide a social media
customer service tool that enables rapid
assessment and prioritisation of social
customer comments on Facebook
and Twitter.
SOCIAL MEDIA TRIAGE

As an example of the extraordinary trust and confidence our clients
place in us, we deployed Europe’s largest complaint handling system
to Lloyds Banking Group to over 70,000 users.
CASE STUDY
LLOYDS BANKING GROUP
70,000
The complaint management
software was rolled out to
70,000 users. It replaced 30
disparate systems with a
single web-based platform
for complaints resolution.
90%
The platform coupled with
significant investments in
process improvements and
staff training means that the
bank is now resolving 90% of
customer complaints at the
first point of contact.
50%
In addition, by finding and
fixing the issues causing
customer detriment the
bank has reduced the total
number of complaints into
the business by 50%.
Our work with the bank
was also recognised at the
FStech awards where we
were awarded ‘Best use
of IT in Retail Banking’.

HR/PEOPLE SOLUTIONS
EQUINITI’S HR AND PAYROLL
ADMINISTRATION SOFTWARE
PeopleAX is a HR and payroll solution based on
a Microsoft DynamicsAX platform that allows
our clients to fully integrate their HR and payroll
functions into one dependable system.
PeopleAX is the only Microsoft-Certified HR and
payroll solution in the UK and contains huge
functionality behind a familiar Microsoft interface.
It lets you see far beyond mere numbers and
spreadsheets, working with complex data sets
across payroll and HR departments to pull out
information such as cross-departmental data on
benefits packages, pensions, employee
engagement - and much more.
PeopleAX
:
Increases time inefficiencies with full integration
between HR and payroll
Enhances your organisation’s processes
Cuts down on the use of paper
Looks and works like Microsoft Office
Requires minimal training time
We are a specialist provider of HR, payroll
and appraisal systems. We put leading-edge
technology at the heart of everything we do
and are the only Microsoft-Certified HR and
payroll provider in the UK.
We are a strategic partner in the delivery of
software and services for effective people
management and help our clients to unlock
the true value of people-related data.
With a team of experienced and dedicated
business services professionals, we make
£2.7 billion in payments annually, manage
one million questionnaires through our
appraisal system and consistently achieve
99.9% accuracy.
PAYROLL SOFTWARE

Equiniti delivers fully managed loan administration services to
banks and financial institutions looking to increase efficiency and
reduce operating overheads.
Services includes loan book management, including applications
processing, servicing, collections, end agreement, nominal
ledger cash and bank, as a fully hosted service. This covers new
and closed books where the organisation is no longer lending.
We process
£12 billion
on behalf of our clients such as HP,
MotoNovo and Ikano Bank.
CORE PANCREDIT is a complete loan
application, administration and collections
system.
The software offers unparalleled functionality
in a flexible and scalable application and can
be delivered on-site or as a hosted service.
Core Pancredit supports the full range of
lending products including unsecured,
secured and asset based. As a fully
integrated application, it comes with a
number of supporting modules which
provide different groups of users with an
appropriate interface to access the system:
Call Centre or branch staff can easily perform
all customer-facing functions through our
web-based workflow driven application.
Back Office – primarily used by finance staff
and system administrators our Windows-
based application provides sophisticated
tools for back office users to undertake
complex or rarely performed tasks.
Control Panel – a graphical tool that enables
risk managers to build comprehensive credit
and risk strategies within Multi-Agency
Decision Engine (MADE).
PANINTELLIGENCE is a browser based, real-time dashboard that
allows management to determine Key Performance Indicators across
all areas of the business. Targets can be set for new business, credit
and risk, customer servicing and collections. The dashboard can
be made accessible, throughout the organisation’s structure. Staff
at all levels will be alerted when positive or negative thresholds are
crossed.
MADE is a Multi-Agency Decision Engine that allows risk managers
to implement their credit and risk policies and automate underwriting
of loan applications. It uses an applicant’s credit profile to calculate
a risk-based price or determine the products for which an applicant
qualifies. MADE can also perform electronic ID checks and
triangulates an applicant’s address with their bank and credit/debit
card details.
LOAN ADMINISTRATION
EQUINITI’S SOFTWARE FOR LENDERS

EQ Core Pancredit automatically pulls data from external resources into its
real-time loan application and assessment functions to validate information
provided by a buyer before a financing decision is made. This results in a
single system that provides underwriters with all the supporting information
they need to make a rapid, informed judgement on whether or not to move
forward with a loan application.
The new system allows MotoNovo to manage the loans process more
effectively. It integrates with dealer front-end systems and enables the
dealers to match the buyers to finance products which they can afford and
for which they are likely to be accepted. The system enables the customer
and sales person to speed through the application, resulting in a decision
on the loan application in most instances within a few minutes.
£12bn
Processed on our
loan platform
52M
Loan calculations processed
every month
MotoNovo Finance is the third largest motor finance company
in the UK. Every week the firm helps thousands of individuals
to buy a new or used vehicle. With a manual loan application
and collections system in place they turned to Equiniti’s loan
application, administration and collections system to automate
their processes.
Honesty and integrity, straight forward approach,
and willingness to assist customers in meeting their
customers’ requirements.
David James, MotoNovo Finance
CASE STUDY
MOTONOVO

DATA SERVICES
We manage trace and contact programmes that deal with hundreds
of thousands of individuals. This means we are adept at dealing with
high-volume campaigns. Our data purists ingest, cleanse, process
and analyse structured and unstructured data with ease to help our
clients improve management oversight and control.
Equiniti provides highly scalable
data enrichment, existence
verification, tracing and mortality
screening services.
We have reunited one million
people with
£540 millionof unclaimed entitlements.

Land and Property Services (LPS)
partnered with Equiniti to implement a
fully managed service and customised
rate collection system which includes
software provision, hosting, disaster
recovery, printing, payments handling
and debt collection.
900,000
Rates are collected on 900,000
properties across Northern Ireland.
84.5%
We verified and traced 84.5% of
end-dated accounts.
700,000
From 700,0000 ratepayers.
27,478
Helping to generate new rate
demands for 27,478 properties.
£1.2bn
Generating £1.2 billion in revenues
for the Northern Ireland Executive.
£13.5m
Generating an extra £13.5 million
in revenue for the Northern Ireland
Executive.
CASE STUDY
ROYAL MAIL LAND AND PROPERTY SERVICES

Around 54,000 British expat pensioners die every
year. With as many as 83% of these deaths not being
registered in the pensioner’s home country, the risk of
fraud has never been greater.
Equiniti offers the UK’s only full end-to-end identity validation
and existence service. We combine our payments expertise
and cutting-edge online document validation, facial and voice
recognition biometric technology to remove paper from the
process and dramatically cut down on the time it takes to prove
the existence and identity of your customers or citizens.
Equiniti offers the UK’s only full end-to-end international proof
of life service, combining our payments expertise and cutting-
edge online document validation, facial and voice recognition
biometric technology to remove paper from the process
and dramatically cut down on the time it takes to prove the
existence of your pensioners.
Proof of life authentication is a way for government agencies, pension
and other financial services companies to verify that they are delivering
payments to the right people at the right time while also protecting
themselves from fraud and overpayment.
FOUR STEP VERIFICATION
The EQ Existence four step verification process shortens the
time it takes you to prove the existence of your pensioners,
while providing a fully supported service backed up by our
specialist pensions and data expertise and case management
platform.
1. Document validation through computer or
mobile app
2. Data capture of customer details from validated document
3. Facial recognition through live video imaging with computer
or mobile app
4. Voice biometrics through computer or mobile app
EQ EXISTENCE
£15 BILLION
ANNUALLY
IN PENSIONS PAYMENTS
LEAVE THE UK

KEY BENEFITS
• Identifies and reduces fraud, helping eliminate the
risk of overpayment or making payments to the
incorrect recipient
• Automates the process, removing paper,
ensuring a simple, quick and convenient end user
experience
• Proves existence in minutes, not months
• Is cost-effective, cutting down on postage and
administration costs
• Future proof of existence is even quicker with
voice biometric templates
allowing telephone-only validation
• In-built, customisable dashboards ensure that
problem areas can be identified and prioritised
through the case management solution
administration costs
• Second-time verification is even quicker owing to
voice recognition
• Customisable intelligence dashboards ensure
that issues are identified quickly and do not
go undetected.
Our experience
Equiniti partnered with a major retail bank to
provide a proof of life solution for a European
government. Managing the project end-to-end.
Equiniti was responsible for verifying and validating
the data as well as processing over 411,000
pensioners’ details, protecting £1.6 billion worth of
payments.
EQ EXISTENCE

MICROSOFT TECHNOLOGIES
INFRASTRUCTURE AND HOSTING
Equiniti delivers managed IT services to some of
the most highly regulated organisations in the UK.
With over 600 physical and 2,700 virtual servers,
our clients trust us with over 1PB of data.
We have extensive platform capabilities from dedicated
to cloud infrastructure which are complemented by
extensive experience in deployment and management
on most operating systems. Equiniti is the ideal partner
for delivering reliable managed IT services for line of
business solutions. That’s why our clients trust their
IT infrastructure to Equiniti and reap the advantages
of our service-based model, stringent security and
dedicated customer service.
Game-changing
technologies, highly
regulated markets and
a constantly shifting
environment
customisation
SharePoint takes the complex
act of configuration and
and quickly provides a solution…
MICROSOFT CRM
Equiniti delivers Microsoft CRM solutions
that drive efficiencies into business processes. We
help improve the management of cases, complaints
and Freedom of Information requests which delivers
excellent client services each and every time
there is interaction with a customer or citizen.
Microsoft CRM can be customised to suit
organisational needs. It can be deployed on-site,
via the cloud or as an Equiniti hosted solution.
MICROSOFT SHAREPOINT
Equiniti provides information management software and
services that enable organisations to easily transition
to, and make the most of, Microsoft SharePoint .
Using our proven solution, our clients can analyse
and optimise their existing data repositories to aid in
the transition to SharePoint from legacy repositories,
reducing costs and increasing data quality. Our
technology also helps our clients to exploit SharePoint
further to comply with regulatory and internal policy
obligations, whilst improving the user experience, user
acceptance, information discovery and data quality.
With a myriad of applications, SharePoint can be
used for intranet, extranet, content management,
document management, personal cloud, enterprise
social networking, enterprise search, business
intelligence and workflow management.

From 2017, updates to the European Union’s
Data Protection Regulation will have wide
ranging implications for any organisation that
holds personal data.
Not only will organisations have to respond to
customer requests for information but they will
be bound by rules holding data controllers to a
set of directives that limit what they can do with
personal information – and the documents that
contain it. Sanctions for non-compliance will be
severe and are likely to include fines based on a
percentage of annual company turnover.
Equiniti can help with these challenges. We have
a demonstrable track record of standardising,
centralising and archiving all items containing
customer data, ensuring that it is secure and
easily accessible, alleviating risk by ensuring that
the customer’s “reasonable expectations of data
privacy” are met.
Using SharePoint from Microsoft, we can help
you to keep data secure, manage complex and
duplicated records, retrieve records fast and
meet regulatory requirements.
Helping financial services organisations adhere
to the European Union’s General Data Protection
Regulation.
DOCUMENT MANAGEMENT

Get in touch
equiniti.com
@equiniti

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