Pensions firm achieves gold standard for consumers

Pensions administration firm Trafalgar House has achieved the Investor in Customers (IIC) Gold Award, the highest available accolade, for the second successive year. The firm credits “putting members first” as the reason for the award. Garry Wake, managing director at Trafalgar House, said: “As a specialist administrator, putting members first has always been at the core of what we do. “We are, therefore, very proud to have attained the Gold Award from Investor in Customers for the second year running.” He added: “The IIC framework is extremely comprehensive, inviting feedback across a variety of assessment areas, so this award is proof-positive from our clients and members that our customer-focused approach is working.“With the administration market coming under increasing strain, member experience is very high on trustees’ agendas. “This award is a strong indicator of not only the quality but also the consistency of our service and we are delighted to have scored so highly against all of IIC’s four customer service principles.”Tony Barritt, managing director at Investor in Customers, added: “After achieving IIC Gold at their first attempt, Trafalgar House have continued to improve and have deservedly retained their award this year. They have grown significantly in the last 12 months, yet have managed to maintain the high level of service they provide to existing clients and members - whilst receiving praise (and high scores) from those new clients who were assessed for the first time. “The internal perspective shows a similar story with new employees buying in to the Trafalgar House culture quickly and fully understanding both the importance of, and their role in, delivering an exceptional customer experience.”

Pensions firm achieves gold standard for consumers

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