BW retains Investor in Customers Silver Award for SIPPs

For the third consecutive time, Barnett Waddingham (BW) has successfully retained our Silver Award from Investor in Customers (IIC), reaffirming the ‘outstanding’ experience we provide to our Self-Invested Personal Pension (SIPP) clients.

As a benchmark for customer-centric organisations, the IIC accreditation highlights our unwavering commitment to delivering excellent service and continuously improving to meet and exceed client expectations.

"We are delighted that once again Barnett Waddingham has been rewarded for their focus on supporting their customers by achieving the accolade of an Investor in Customers Silver Award."

Independent assessment of excellence

The award follows an in-depth, independent evaluation conducted by IIC, involving feedback from SIPP members, advisers, and BW staff and senior managers responsible for client service delivery. This comprehensive assessment also incorporates external insights from IIC, ensuring a well-rounded view of our client experience.

A mark of quality service

The IIC accreditation is widely recognised as an indicator of service excellence, measuring client experience across four key principles:

• Understanding client needs;
• Meeting client needs;
• Delighting clients; and
• Engendering loyalty.

While maintaining our Silver Award from 2022, we are pleased to report that client scores have increased in the following areas:

• Barnett Waddingham’s products and services offer good value for money.
• The features and benefits of my product continue to meet my needs.
• Barnett Waddingham understands what’s important to me.
• The information I receive is appropriate to my needs.
• The company is proactive in providing useful information.

Commitment to continuous improvement

Our internal scores from staff and senior managers also saw an uplift, with ‘gold standard’ ratings for the following statements:

• I understand what’s important to our customers.
• The company can be relied on to do what is right for customers.
• Our processes are based around the customer, not just internal needs.
• We encourage employees to find better ways of doing things.
• We take customer feedback into account to improve our service.

As part of our commitment to continuous improvement, we have reached out to clients who raised concerns during the survey to offer personalised follow-up calls, ensuring their needs are addressed effectively.

"We are incredibly proud to have retained our Investor in Customers Silver Award for the third consecutive time. This recognition reflects our ongoing commitment to delivering an outstanding experience for our SIPP clients and advisers. I’d like to thank everyone who offered their views as part of this process. While we’re pleased with the progress we’ve made, we remain dedicated to continuously improving our service and will be following up to ensure that we not only meet but exceed client expectations."

What our clients say

“Very knowledgeable and supportive when dealing with unique problems.” – Tony A

“There is always somebody available when I make contact, they're knowledgeable and competent, so almost always just give me an immediate answer to any query” – Jonathan R

“Very happy with the service I receive. I am confident that my interests and money are a priority.” – Neil M

What advisers say

“BW are very easy to talk to and are good communicators. They are very accommodating to our requests and challenges and will endeavour to make changes/suggestions to help us.” – Kieran Wilson, Y Tree

“Great service and efficient team, always have the client’s best interests at heart.” – Mark Burton, UBS Wealth Management

“Great support for advisers, with excellent technical backup, but importantly they are very end-client centric.” – Darren Berry, HFMC Wealth

Investor in Customers on Barnett Waddingham

Tony Barritt, Director, Investor in Customers, said: “We are delighted that once again Barnett Waddingham has been rewarded for their focus on supporting their customers by achieving the accolade of an Investor in Customers Silver Award.
In a tough business sector, it is not easy to consistently deliver products and services that not only meet customers’ needs but exceed them.

"The Barnett Waddingham management team leads by example to demonstrate their commitment to doing the right thing at the right time and empower staff at all levels to put their customers first, ensuring that successful customer outcomes are at the forefront of everyone’s mind.”