As a naturally curious business, we deliver creative and tailored services that go beyond our clients' expectations.

As you will see from our latest surveys, our approach is delighting our clients.

We are committed to continuously driving improvement of our services and we do this by actively seeking feedback. We welcome any opportunity to listen to our clients so that we can shape our services to meet their needs.

How we gather client feedback

Working 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 being 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.

Barnett Waddingham participates in an independent assessment of its services to trustee clients every two years and was awarded its fifth consecutive Gold accreditation in 2025.

 

 

The comprehensive assessment uses feedback from clients, staff, management and Investor in Customers' independent assessment to evaluate the client experience Barnett Waddingham offers to its trustee service clients.

Participating organisations have the possibility to be awarded bronze, silver or gold awards if they reach the demanding criteria. Barnett Waddingham’s consultancy and administration services have consistently achieved a Gold accreditation on every assessment since 2017, demonstrating outstanding client experience.  

Clients and staff also share views on whether they would recommend BW to others and why, how we can improve our services and what we already do well.

BW named 'A Company That Cares' by Investor in Customers

We are proud to be recognised by Investor in Customers as “A Company That Cares", demonstrating our commitment to putting our clients' best interests at the heart of everything we do. 

This independently verified award acknowledges that we deliver exceptional experiences that help us both attract and retain clients. We achieve this by consistently understanding and meeting our clients’ needs, ensuring they are satisfied with our services and willing to recommend us to others. 

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Principle scores

The Investor in Customers survey focuses on four key principles of client experience. Clients and staff respond to questions grouped in themes for each principle, providing scores out of 10.  In 2025, we scored:

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Understand customer needs

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Delight customers

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Meeting customer needs

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Engender loyalty

Our governance services

At Barnett Waddingham, we offer bespoke governance and secretariat support, advice and resources to boards – including corporate, pension scheme and charities – tailored to each client’s unique needs.

Governance and secretariat services   Pension management services

About Investor in Customers

Investor in Customers (IIC) is one of the UK’s leading independent authorities in assessing, improving and accrediting Customer Experience. 

The organisation has been operating since 2006 and surveyed over four million people and assessed over 300 businesses. 

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Barnett Waddingham continue to excel at delivering an exceptional and consistent customer experience to their clients.

The senior leaders clearly understand the importance of delighting their clients and lead by example to instil a truly client centric culture across the organisation, where all employees understand how to ensure client needs are understood and exceeded first time and every time.

Five successive IIC gold awards is a fantastic achievement.

Tony Barritt - Managing Director | IIC

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Achieving Gold once is a strong endorsement and maintaining it across five consecutive assessments is testament to the consistency, dedication and excellence of our teams.

This recognition reflects the trust our clients place in us and validates our people-first approach to service delivery. 

In an industry where many firms claim to deliver great service, we have independent evidence that proves we consistently do. 

Andrew Vaughan, Senior Partner, Barnett Waddingham

2024 IIC Silver award for Self-Invested Pensions service

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 also successfully retained our Investor in Customers Silver Award in 2024 for our Self-Invested Pensions services.