As an independent business, we are free to provide fresh ideas over a ‘one-size-fits-all’ mentality. As you will see from our latest surveys, our free thinking approach is delighting our clients.

We are therefore committed to do what we can by listening to you and understanding your needs. Whilst client teams are available to receive feedback at any time, clients are also invited to give feedback in a way which reflects the relationship with Barnett Waddingham.

These include

We work with Investor in Customers to gain an independent and comprehensive assessment of the client experience we offer to clients for trustee services and self-invested pensions.  

Client reviews are carried out by an independent, senior Partner to gain feedback about our performance and quality of service.

At the end of projects, we seek feedback to understand how well we met the client’s needs and where we might be able to improve for future engagement.

Scheme member feedback is sought particularly at time of retirement, but they are free to complete the member survey at any time through online access.

We are proud to work with some of the UK's top companies

“We have used BW for a number of years and have always found their services to be first class.”

MEMBER NOMINATEED TRUSTEE
PepsiCo Pension Scheme

“Great communication, forward thinking for clients, up to date with all changes in pensions, and ahead of the competitors.”

EMPLOYER APPOINTED TRUSTEE
Sealed Air

“BW genuinely cares rather than focussing on income from work being undertaken.”

ANDREW BANNING
Employer Appointed Trustee, Ricoh

What you had to say in our recent Investor in Customers surveys

of pension scheme client respondents said they trust the firm’s staff to behave with fairness, integrity and honesty.

Pension scheme clients


of pension scheme client respondents said they know who to contact if they need to get in touch

of pension scheme client respondents said when they contact the firm, the firm knows who they are

of pension scheme client respondents said staff are friendly and willing to help

SIPP and SSAS clients

of SSAS member respondents said that they know who to contact if they need to get in touch.

of SIPP advisers said staff are knowledgeable about the services they provide.

of SSAS member respondents said that written communications from the company are clear and straightforward.

of SIPP member respondents said that they trust the company’s staff to behave with fairness, integrity and honesty.

Thanks to your feedback, we have been recognised as a provider of outstanding services

Free thinking strikes gold

Our independence gives us the freedom to go the extra mile for our clients at all times. In recognition of the outstanding experience we have created across all our trustee services, we’ve been accredited with an Investor in Customers Gold Award in 2019.

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IIC Silver award

Credible, third-party assessments and ratings provide a mine of information to help us understand how we are doing and how we can improve. Thanks to this feedback we successfully retained our Investor in Customers Silver Award in 2019 for our Self-Invested Pensions services.

Find out more