What do we do with your feedback?
Have you ever wondered what happens after you share feedback with us?
Your feedback helps us understand what matters most to our customers. Whether it's a suggestion, compliment or concern, it helps shape the improvements we make to our products, services and communications.
Feedback doesn't simply sit in a report or spreadsheet. We regularly review what our customers tell us, look for common themes and identify opportunities to make things better.
Here's a closer look at how we listen, learn and take action on the feedback we receive.
What happens to your feedback?
-
We collect it
Feedback is gathered from surveys, customer calls, complaints, website feedback and online reviews.
-
We analyse it
Our teams look for recurring themes, trends and opportunities for improvement. We review both positive and negative feedback to understand what matters most to our customers.
-
We discuss it
Customer insights are shared across the business and discussed in forums dedicated to our customers, where teams prioritise improvements and support good customer outcomes.
-
We take action
Where improvements are identified, actions are tracked and monitored to help ensure meaningful progress is made.
Examples of change driven by customer feedback
Enhancing the maturity journey
Customers told us they wanted more support as their accounts approach maturity. In response, we improved our maturity communications by clarifying key information and adding reminder messages, helping customers feel informed and supported when making savings decisions.
Reducing call wait times
Customers told us that speaking to someone quickly is important. We reviewed our telephone service standards and introduced a lower average wait time target to help deliver a faster and more convenient service.
Improving website navigation and layout
Feedback, surveys and customer journey analysis highlighted opportunities to make our website easier to use.
As a result, we've improved signposting, expanded our FAQs and introduced dedicated support areas, such as our Staying Safe Online and Bereavement hubs, making important information easier to find and helping customers complete tasks more efficiently.
How we hear from our customers
Customer surveys
We ask for feedback at key points in the customer journey, such as when accounts are opened, reinvested or closed.
We also use short surveys on our website and online banking to understand how easy customers find key journeys.
FAQ feedback
Customers can tell us whether our FAQ pages answered their question. If not, we'll direct them to other ways to get in touch. This helps us understand where our content could be improved in the future.
Speaking to our team
Our Customer Services team speaks to customers every day.
Feedback from calls, secure messages, emails and complaints helps us understand customer experiences and identify opportunities for improvement.
Online reviews
Reviews left on independent platforms give us valuable insight into what's working well and where we can improve.
We regularly review customer comments and ratings to identify trends, celebrate positive feedback and help shape future improvements.
Feedback and complaints webpage
Customers can share feedback or raise a complaint through our Help and Support section.
Online journey analysis
By understanding how customers use our website, we can see what's working well and where improvements may be needed.
This insight helps us identify common pain points, improve navigation and make it easier for customers to find the information and support they're looking for.
Visit our Trust Pilot page
Your feedback helps shape what we do
Customer feedback plays an important role in helping us improve our products, services and customer experience. While not every suggestion leads to an immediate change, every piece of feedback is reviewed and considered.
Thank you to everyone who takes the time to share their thoughts. Your voice really does make a difference.
Your eligible deposits held by a UK establishment of Close Brothers Limited are protected up to a total of £120,000 by the Financial Services Compensation Scheme (FSCS), the UK's deposit guarantee scheme.
