A big thank you to our customers and partners for this vote of confidence in our commitment to you and our Customer Service.
Improving our customer communications and online information are just a few of the visible changes we’ve been making, alongside those going on behind the scenes.
This award is a welcome endorsement of our improvements so far, and we’ll continue focusing on achieving a first-class customer service.
An independent endorsement from Investor In Customers
Investor in Customers is an independent customer experience agency with more than 15 years of improving customer service skills and bettering businesses. They conduct thorough assessments, develop detailed insights, and award annual accreditations that show customers the company listens and cares.
Read more from Investors In Customers.
The assessment is based on four principles set by Investor In Customers:
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 to exceed them.
Investor In Customers 2021 survey
Our entry for the 2021 Investor In Customers (IIC) awards provides an opportunity for you to let us know what you think about our customer service. Completing the latest IIC survey will not only tell us what we’re getting right but also the areas we need to improve.
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.
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 completing the Investor In Customers survey or by email.
