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  • Andrew Vaughan

    Andrew Vaughan

  • The Gold Investor in Customers (IIC) accreditation for providing exceptional client experience has been awarded to Barnett Waddingham for the third time running.


     

    The prestigious IIC accreditation is awarded based on feedback from clients and staff as well as a rigorous assessment of four principles:

    • Understanding client needs
    • Meeting client needs
    • Delighting clients 
    • Engendering loyalty

    The gold standard was awarded for our exceptional services to pension schemes with scores improving across all areas compared with previous years. Highlights this year include:

    0%

    said they trust our staff to behave with fairness, integrity and honesty

    0%

    said that overall, they are very satisfied with our service

    0%

    said that client service exceeds their expectations

    "To achieve this top award is particularly impressive as it comes during a pandemic period when many businesses have struggled to maintain their service standards"
    Sandy Bryson Director, Investor in Customers

    Sandy Bryson, Director of Investor in Customers, said: “I’m thrilled that Barnett Waddingham has achieved Investor in Customers’ Customer Experience Gold award for a third time running for pension consultancy and administration services.

    "Investor in Customers’ unique, robust and independent assessment has clearly demonstrated that Barnett Waddingham truly puts both its clients and its staff at the heart of their business.

    “To achieve this top award is particularly impressive as it comes during a pandemic period when many businesses have struggled to maintain their service standards. In fact, 98% of Barnett Waddingham clients said service levels had been the same or better while working remotely compared to before Covid-19.

    “The overall score puts Barnett Waddingham in the top 15% of IIC client scores and their client Net Promoter Score of +62% is also a superb result.

    “These really are amazing achievements by the whole business and it clearly demonstrates that Barnett Waddingham truly puts both its clients and its staff at the heart of their business.”


    What our clients say

    “I have dealt with BW for 20 plus years and have never had cause for concern on any issues. I feel they are part of our team who play an extremely important role as well as I can imagine.”
    David White, Chair of Trustees, Wyko Group Retirement Benefit Scheme

    “BW have provided us with excellent service over very many years.”
    Robin Smith, Trustee, UTC Pension Trust

    “As a trustee of a pension scheme, they exceed all expectations in all aspects of the needs of the members we represent.  Their expertise and support for over 15 years I have been involved with BW has never wavered.”
    Shirley Rollitt, Trustee, St Paul’s School Pension Scheme

    “We have found their advice to be much clearer and relevant than our previous actuaries. I am particularly impressed with the toolkit that allowed us to measure the implications of risk assessments and decisions in real time which has given us a range of options we have not had before.”
    David Logan, Trustee, Faculty of Advocates

    “As a trustee I have experience of working with 2 other advisors and BW definitely offer improved service and meet the needs.”
    Nigel West, Trustee, Milliken Industrials Pension Plan

    “BW is a first class, professional outfit. A pleasure to work with them.”
    Kevin Scott, Pensions Manager, AQA

    “I have always found the company to behave with complete thought for its clients.”
    Roy Kitchen, Trustee, Southco UK Pension Scheme

    “Strong professional services delivered by good and dedicated people.”
    Allan Spencer, Director of Finance, University of Sussex Pension & Assurance Scheme Trustee Ltd

    “It gives relevant information in a format that a mixed board with varying degrees of experience can relate to and make relevant decisions on.”
    David Logan, Trustee, Faculty of Advocates

    “Collaboration and working with clients. Straightforward messaging and translation of technical issues to allow effective decision making.”
    Steve Thompson, Trustee, Baxenden Chemicals Ltd Retirement Benefits Scheme

    "The high level of service we received before Covid-19 has continued to be met with no changes in level of service."
    Martyn Norcliffe Finance Director, BMB Clothing Ltd

    Andrew Vaughan, Senior Partner at Barnett Waddingham, said: “Achieving the IIC gold award for the third time running is a tremendous achievement and a real testament to the hard work and dedication of our staff in delivering to our clients.

    "Our reputation as an independent partnership that has integrity at its core is reflected in this IIC Gold accreditation."
    Andrew Vaughan Senior Partner, Barnett Waddingham

    “As an organisation we have the ability to think freely and provide tailored solutions for all our clients as we go beyond the expected and deliver creative ideas which are turned into practical results. Our core values, attitude and people truly are the driving force behind our ongoing success as a business.

    “Our reputation as an independent partnership that has integrity at its core is reflected in this IIC Gold accreditation. We will never compromise on quality and are passionate in delivering value to every client – that is what sets us apart.

    “As gratifying as it is to receive this award, it doesn’t stop here, we will continue to do the right thing and develop unique services and advice on our journey to further improve our services and continue building on this success. We will review the detailed feedback from the survey to find new ways to raise the bar of client service ever higher.”

    About us

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