IIC awarded us bronze for our customer service in 2022, which has proved another challenging year for many. Thank you to the customers and partners who took the time to complete the survey and share their experience of our customer service. We recognise that whatever the award level, improvements to customer service are always necessary.
The assessment is based on four principles set by Investor In Customers:
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.
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.
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.