You spoke and we listened

    Earlier this summer we conducted a client satisfaction survey. We would like to thank all those who took part.
    We encourage our clients to expect more from their fee protection insurer and tax partner. Having analysed the results of our survey, we were delighted to see that so many of our clients believe that we certainly deliver more too, as shown below:

    • 86% of clients rated their satisfaction with the service they receive from us at 8 or above out of 10.
    • 96% of clients said the way we dealt with your claims was good or very good showing that when you need it most we deliver.
    • 98% of clients love our helplines and rate them as good or very good.

    As with all surveys, we asked for constructive feedback to help us develop our service and it is clear our tax and VAT advice line is one of the most important services we provide to our clients. We are fortunate to have an excellent team of experienced advisers, however we have seen a considerable increase in call numbers since the start of this year – year to date the calls are up 19% versus the same period in 2016.
    Clearly managing capacity and adviser availability is a critical part of what we do and based on your feedback we have implemented a series of actions to increase capacity and adviser availability in response to the rise in calls:

    • We have recruited two new advisers in the last few months.
    • ​We have a further Tax Adviser joining us at the end of August.
    • We will continue to recruit further high calibre advisers to maintain our excellent standards.
    • We have doubled the size of the call answering team in Rugby for when advisers are engaged.
    • And finally, we have also launched our own internal Trainee Adviser programme which will see two members of staff undertaking technical qualifications with a view to growing our in-house tax expertise.

    We are absolutely committed to ensuring the provision of a first class advice service to our clients and your feedback is essential in order for us to continue providing a quality service. In recognition of this we have introduced a client feedback section on our website which can be used at any time. All clients who submit their feedback using this channel will have the chance to enter a monthly prize draw to win a £25 Marks & Spencer voucher.

    As Client Care Manager, I will continue to monitor the online feedback and I would also be delighted to hear from you directly. I can be contacted on 0345 223 2727 or
    Thank you once again to all those who took part in the survey.