Putting you first
Understanding your point of view is one way of making sure we provide a service that makes sense to you, our customers. We do this by paying attention to your calls and letters and by regularly asking for feedback.
We recognise there are occasions when we don’t get things right first-time, although we aim to address any concerns or complaints painlessly and promptly. Our ambition is to not only consistently achieve the industry service standards but also exceed them.
Meeting our financial commitments to you
Our promise to you includes a commitment to making the most of your money. As our investment track record shows, providing strong and consistent investment performance is a key driver for us because it ensures a rewarding future for you and all our customers. This is only one of our many financial checks. Our financial commitment to you extends to making sure the business is running efficiently and effectively. So you can be confident your money is with a company that has a secure and solid foundation and future.
Communicating clearly
We recognise how easy it is to resort to technical speak and jargon when it comes to communicating about financial products with you. It’s an area we have been working hard to improve.
We are delighted to say our research reveals we are communicating more clearly than ever and providing you with helpful and accurate information, both on and offline. These results tell us that we are meeting our customer commitment, which is to help you make an informed decision about your pension, savings or protection policy.
Listening to customers via research
RONIN, the independent market research company, is currently carrying out a customer survey on our behalf. Some of our customers can expect RONIN to get in touch either by phone or email, which includes a link to an online version of the survey. It should only take up to 8 minutes to complete and we would greatly appreciate your time and support.
What’s the survey about?
We’re keen to understand more about our customers’ experiences of their policy and our service, and to learn more about their circumstances so we can better understand their needs. Taking part in the survey is an opportunity to hear your views and help us further improve our services.
Making your voice heard
Sharing your experiences of dealing with us helps shape how we do things at Countrywide Assured. Your feedback keeps us on track in our efforts to exceed your expectations about our service.
Please give us your feedback - both positive and negative - by email.
Select one of the following to view and manage your pensions and investments.
Supporting your standard or less complex investment requirements, or helping you build a portfolio within tax-efficient wrappers.
Working for you and your financial adviser to meet your personal circumstances and requirements, especially those with standard or less complex investment requirements. Or to build a portfolio within tax efficient wrappers.