Skip to Content

Trafalgar House strikes gold for the fifth consecutive year with Investor in Customers

Image description
Author: Trafalgar House
06 April 2022

Trafalgar House, the pensions administration specialist, has today announced they have secured the Investor in Customers (IIC) Gold award for customer service for the fifth year in a row.

The award assesses customer experience, through both client and employee surveys, producing a score to reflect the feedback provided. At over nine out of 10 overall across the assessment, Trafalgar House’s 2021 score is their highest to date.

Garry Wake, Managing Director at Trafalgar House, commented:

“As we continue to grow both in terms of clients and the number of members we support, it’s testament to the work of everyone at Trafalgar House that we continue to excel in our customer satisfaction levels each year. To achieve a score of more than nine out of 10 was particularly pleasing, being a company that devotes itself to the schemes and members we administer. Given the upheaval faced by the industry in the past two years and the way that we have managed to adapt to changing working styles and client requirements, we’re very proud to have kept our consecutive run of Gold awards going.”

Tony Barritt, Managing Director at Investor in Customers added:

“For a fifth year in a row, Trafalgar House have shown their exceptional approach to customer service. This is evident not only for the receipt of another Gold standard award, but also in their assessment score increasing once more against our key metrics. Clients and members clearly believe in the quality of work Trafalgar House do for them, and the evidence suggests this often goes above and beyond expectations. Within Trafalgar House, the customer focus of their staff is clear to see, which is very welcome for a financial industry that doesn’t always engender trust and confidence.”


Notes to editors:

Investor in Customers

We are a leading independent customer experience agency with a unique assessment methodology and over 15 years’ experience. We carry out in-depth assessments for organisations, interpreting the results for them and delivering detailed and personalised action plans for improvement.

An Investor in Customers (IIC) assessment can also deliver an accreditation in the shape of our industry-recognised IIC Gold, Silver and Bronze Awards. Putting you head and shoulders above your competition.

By uncovering the truth behind the customer experience you deliver, we can help your business be remarkable. More importantly, we can help you prove regularity compliance and make you more profitable too. Experts agree that the quality of the customer experience that an organisation delivers is the single largest factor in determining its profitability and long-term success. Investor in Customers exist to help companies harness the power of insight to improve customer experience.

For FCA regulated industries, our assessment provides independent validation of your customer principles, culture and delivery, to show you treat customers fairly. It demonstrates you have an ongoing commitment to measurement, feedback and improvement, as the insights gathered will help you address weak spots and enhance strengths, year on year.

Investor in Customers have been operating since 2006 and are trusted by a wide variety of businesses to deliver insight, pinpoint issues and verify their customers’ experience. We’ve already surveyed millions of people and accredited over 300 businesses, including many from the Insurance, Pensions, Investment and Financial Advisory markets, as well as Professional Services sector.

Media Contact:

Sharon Clapp Head of Customer Experience 07467 956343

Trafalgar House

Trafalgar House is a specialist pensions administrator.

Founded in 2006, our mission is to set the highest standard of pensions administration by any recognised measure. We achieve this through sustained investment in our people, processes and systems.

We started life as an in-house administrator. Our foundations are in quality and member experience. Since our creation, we have grown as a third-party administrator. Adopting technology and innovation from across the market, we have emerged as a business of administration experts.

We have offices in London and Farnborough, over 30 clients and 130 staff. We hold internationally recognised accreditations for quality, security, development, customer service and environmental protection.

Media Contact:

For all media enquiries please contact Joe Anderson using the details below: 07557 049290

Next article Trafalgar House Achieves Silver Status for Employee Wellbeing
Back to articles

Further reading

Explore resources

Search for your scheme's contact details
To find the contact information for your pension scheme, simply enter its name in the search box below.