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Barnet Waddingham recognised for 'outstanding' customer service

04 February 2016

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Barnett Waddingham has been assessed as 'outstanding' for its customer service levels for SIPP and SSAS

Independent financial consultancy Barnett Waddingham has been assessed as 'outstanding' for its customer service levels for the self-invested person pension (SIPP) and small self-administered scheme (SSAS) areas of the business.

The company, the UK's largest independent provider of actuarial, administration and consultancy services, was assessed under the independent Investor in Customers (IIC) assessment.

IIC is an independent assessment organisation that conducts rigorous benchmarking exercises to determine the quality of customer service and relationships in a number of areas.

These include how well a company understands its customers, how it meets their needs and how it engenders loyalty.

For the second consecutive year, Barnett Waddingham achieved a two star 'outstanding' rating in its IIC assessment.

Comments from its customers highlighted an "excellent professional service" which is "truly personal" and delivered by '"friendly, helpful staff", demonstrating the value that Barnett Waddingham places on delivering exemplary customer service.

Partner & head of small self-administered schemes Andrew Roberts at Barnett Waddingham, said: "We are delighted that advisers and scheme members have again rated our service as 'outstanding' on Investor in Customers' tried-and-tested system.

"We not only maintained our rating, but also improved our total score in the context of the 18 months since our last assessment during a period that has seen the greatest amount of regulatory upheaval in pensions in living memory
"So achieving two stars once again reflects our continued commitment to providing the very best service to our customers."

IIC managing director Tony Barritt said: "The feedback from Barnett Waddingham customers and staff shows that they have a sound understanding of the importance and value of customer experience.

"They get things right on most occasions but staff recognise that they need to keep improving to meet the needs of their customers both now and in the future."

First published 04.02.2016

Lindsay.sharman@wilmingtonplc.com