As a client of Chase de Vere, you may have received a feedback survey from us in the past.
Thank you to those who have completed our survey. We wanted to let you know a little more about the surveys, why they’re important to us, and how they can help us to improve the service that we provide.
It’s important for us to understand how we’re performing and the best people for us to ask is you – our clients.
You are likely to receive a survey whenever you have a significant interaction with your Adviser, for example after you’ve had a review meeting. This is your opportunity to tell us what you think we’re doing well and to highlight any areas where we need to do better.
We read and review all the feedback we receive. It is shared with our senior management team and used to inform our service development and staff training. We also take steps to make improvements in response to your comments, such as liaising with third-party providers where they’ve given you a slow service or poor documentation and we then push them to make material changes.
We’ve also increased support related to our Personal Finance Portal. Our Portal is an important part of our service proposition. It gives you access to all of your information whenever you want it and allows us to share correspondence and communications with you quickly and securely. Following feedback that we’ve received, if any of our clients are having any problems with the Portal, or don’t fully understand how it works, we can arrange for them to speak directly with our IT team, to give them the expert support that they need.
Surveys carried out by Ipsos
Our client surveys are conducted by Ipsos. Ipsos is a well renowned market research and consulting firm, and we use them to ensure complete confidentiality for our clients and security of their personal data.
However, this does mean that the surveys are sent to you from an Ipsos email address and not a Chase de Vere address. Client surveys are sent from the following email – chasedevere@efm1.ipsos.com.
Please be assured that this is a completely safe email.
Choosing to give anonymous feedback
When you complete the feedback survey you can, if you wish, choose to provide your feedback anonymously. That is, of course, absolutely fine.
If you are happy to leave your name, this does mean that your feedback will be shared with your Adviser. It also means that we will have the opportunity to respond to you if you have a particular issue that you’d like to be resolved.
Thank you again to those who have completed our feedback surveys in the past. We do take them seriously and use them to try and improve the service that we provide for you and for all of our other clients.