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Principality’s broker arm wins national customer service award

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  • 30/05/2017
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Principality’s broker arm wins national customer service award
Mutual mortgage lender Principality has been recognised for its outstanding customer service to brokers with a national award from Investor in Customers (IIC).

The society’s intermediary team were praised by their brokers for being ‘efficient, friendly and helpful’ and received two stars from IIC which is categorised as ‘outstanding customer experience’.

The IIC survey of brokers and staff praised the building society’s intermediary team for:

• Being easy to do business with and low customer effort required
• Being competitive, offering rates that stood out in the market
• Treating customers fairly and giving good service support
• Taking ownership of issues and being proactive in responses
• Keeping brokers well-informed during application process

Shaun Middleton (pictured), head of intermediaries at Principality, said: “It’s a wonderful achievement to be the first building society to receive this IIC accolade for customer service. The team have been committed to finding out what our brokers want from us and they have made every effort to deliver an outstanding service. The feedback from our broker network is a fabulous endorsement of how we’ve embedded our cultural values into our customer service strategy.”

Tony Barritt, managing director at Investor in Customers, said: “We are delighted Principality has become the first building society to win an Investor in Customers award. The results clearly show their commitment to putting the customer at the heart of their business and identifies how they can improve their customer experience even further.”

Principality Building Society will introduce 0.2% retention procuration fees for mortgage advisers later this year.

With a start date to be confirmed, it will pay the fee to intermediaries for recommending a product transfer.

Principality is the 19th biggest lender in the UK according to most recent figures with a 1.2% market share.

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