Service Delivery

The customer is centric to everything that we do and our culture is built upon this ethos. This is evidenced by our participation in the Investors in Customers (IIC) programme, where we have achieved a three star rating – “Exceptional”. It provides an ongoing independent assessment of how “customer centric” we are and provide an accurate method of receiving and analysing feedback from our clients, their customers, and our staff/senior management.

It is vital that we have a structure in place to ensure we deliver exemplary service to our customers, in line with both FCA regulation and our client philosophies. Whilst QuestGates is not directly regulated by the FCA, our policies and procedures demonstrate our commitment to satisfying the regulations to protect our clients’ interests. In doing so, we 

  • Understand your customers and their needs and give advice that is suitable and takes into account their personal circumstances
  • Develop our processes which meet their needs and at all times provide clear, timely information
  • Strive to “delight” customers through your relationship with them, ensuring that they receive the standard of service that they expect
  • Ensure that we are easy to deal with and do not put obstacles in their way during the claims or complaints process
  • Engender customer retention

Customer Services support our operational teams by:

  • Owning and overseeing the QuestGates complaints policy and process along with our compliance team
  • Ensuring that we are meeting regulatory and client specific requirements
  • Maintaining central record of all compliments and complaints
  • Audit of all complaints and compliments to include monthly MI outputs to include root cause analysis (RCA)
  • Day to day audit of complaint SLA performance
  • Work with our operational teams to ensure that any necessary corrective action plans are put in place and are implemented in a timely fashion
  • By utilising the RCA data, identify ways in which we can “avoid” complaints
  • Manage NPS surveys and the outputs, along with all other customer feedback, collating and issuing MI to key internal and external stakeholders

Our Board of Directors is ultimately responsible for conduct risk and reviews/oversees our operational performance, compliance and the outputs from Customer Services.


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