You Spoke, We Listened, We Acted!

In April 2022 we introduced our new client feedback system - Customer Voice. This system allows our clients and advisors to actively rate our service and provide suggestions on how we can improve our processes.

Since its introduction we have been consistently monitoring your responses and re-evaluating our processes in line with your feedback. Some recent changes we have made include:

• We formed a new banking team with 3 additional administrators to ensure a quicker turnaround on all payments such as invoices, investment top ups etc.
• We introduced Service Level Agreements on all tasks in the system, these are monitored daily by our managers and reviewed weekly by our Management Team.
• A phone call centre system was implemented that allows us to track and record all inbound calls. This is reviewed weekly by the managers and the Management Team.

We are pleased to see that these changes have improved your experience with us and are delighted to announce that our customer satisfaction score for existing scheme requests as of the end of September is currently averaging at:

And our customer satisfaction score for new business applications at the end of September is currently averaging at:

We would like to take this opportunity to thank you for taking the time to provide this feedback and encourage you to please continue doing so. We want to assure you that we will continue to take your feedback on board and strive to improve and maintain top quality service for all our customers.

_{*Please note this content is the view of the author and not of Independent Trustee Company}