Our clients are at the heart of everything we do and the decisions we make. That’s why, we chose again to work with Investor in Customers (IIC) -
an independent, industry-recognised accreditation body - to gain honest, structured feedback from our clients and our colleagues. The assessment process gives us invaluable insight into how we are performing, where we are excelling, and where we can continue to improve, ensuring that our service evolves alongside our clients’ needs.
Following our most recent assessment, we are proud to share that we have once again achieved Gold accreditation, marking our fifth consecutive Gold award over the past
nine years. In addition, we have been recognised as “A Company That Cares”, reinforcing our commitment to delivering exceptional outcomes for both our clients and our people.
In this latest assessment, we were awarded an overall score of 8.93, placing firmly within the Gold category across all four of IIC’s principles:
Achieving Gold across every principle - and doing so consistently over five assessments - demonstrates the consistency, reliability, and client-focused culture that underpin everything we do.
Client feedback was a standout feature of this year’s assessment, with an average client score of 9.15 and a Net Promoter Score (NPS) of 79%; a significant increase on previous results. Clients consistently highlighted the expertise of our team, the quality of advice provided, and the strength of long-term relationships.
Some of the feedback shared during the assessment included:
“They are very reactive and personable, and we have built a solid relationship with them over the years.”
“Good communication and experienced team members - I value the time taken to review the past year and plan ahead with our Account Manager.”
“They are proactive in suggesting where we may need enhanced cover and take the time to explain everything in clear, straightforward terms.”
“Professional, efficient and always on hand to help - the people really make the business.”
This feedback reinforces the importance of personalised account management and proactive advice; areas we continue to invest in as part of our long-term client experience strategy.
Alongside the Gold accreditation, we were also awarded the “A Company That Cares” status by IIC. This recognition highlights organisations that go beyond service delivery, placing genuine care, fairness, and integrity at the centre of how they treat both customers and employees.
This award reflects our belief that exceptional client outcomes start with engaged, supported people, and that long-term relationships are built on trust, transparency, and doing the right thing.
We would like to thank all our clients who took part in the assessment and shared their honest feedback. Your insights help us continue to evolve and improve. As we move forward, we remain focused on proactive communication, personalised service, and continuous improvement, ensuring we deliver the high standards our clients expect and deserve.
“Achieving Gold accreditation for a fifth consecutive assessment is a significant accomplishment and reflects a deeply embedded client-focused culture. Consistency at this level is never accidental – it comes from strong leadership, engaged people and a genuine commitment to continuous improvement. The increase in client advocacy and the strength of feedback demonstrate a business that not only understands and meets customer needs, but actively builds trust and long-term loyalty. Being recognised as ‘A Company That Cares’ further underlines the integrity and authenticity of their approach.”