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Customer feedback: why it matters so much to us

At Wealthify, delivering excellent customer service is something we strive for and that includes listening to the not-so-good feedback. Because, as much as we love hearing about why you love Wealthify, there is always room for improvement, as Nick (our Senior Complaints Manager) explains.
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The need to always provide our customers with a seamless and enjoyable experience lies at the heart of everything we do at Wealthify. We know companies say this a lot, but it’s true.

So, if for whatever reason customers ever feel like they haven’t had the experience they deserve, we’ll always try our best to turn it around and make it a positive one. And this is where our Customer Insight and Complaints Team enter the picture.

I’ve been a part of this team for 4 years and as patient and understanding as our customers are, there are inevitably times when they want to vent their frustrations. Whether it’s about our website or processes, we’re always happy to listen and try to find a solution, which is something our customers always appreciate.

Ultimately, dealing with complaints should never be a shouting match. We take queries and concerns very seriously, investigating and resolving them with the customer experience front of mind.

What I love about working in complaints

The main reason I’ve worked in the complaints department at Wealthify for several years (and enjoy doing so) is the fact that I can help make meaningful changes that will benefit all our customers.

“Even though, in an ideal world we’d like to get everything right from the get-go, the feedback we do gather from complaints is invaluable to our business and our customers.”

As a Senior Complaints Manager, I work closely with the Customer Care Team who help customers just like you every day. Together, we review the feedback we receive on a monthly basis, feeding this information into our ‘change’ system.

The suggestions vary wildly; some customers have requested more regular information on the markets so they can understand why their money is going up and down, while others have experienced bugs that need a quick technical fix. And, in response to that first point, we recently introduced a weekly series of shorter, in-app updates called Market Movements.

Some of our most important improvements have come directly from customer feedback, which is why it’s so awesome to work for a company where the chain of communication from the customer to the people who can make these changes is so direct. I love that our customers’ voices are always heard — and long may that continue!

As a company, we always try our best, but things like technology and customers’ needs evolve all the time, meaning we need to adapt by quickly making changes to our website, app, or processes.

Although we may use the help of algorithms when choosing what we invest in for our customers, there’s also a team of real people making these investment decisions, as well as offering support on the other end of a phone, email, or live chat.

“Ultimately, we want you – the customer – to know that if you do ever face an issue or want to see change, then we’re here to listen, support, and resolve it as quickly and as effectively as possible.”

Many of our customers have been with us for several years now and will have seen the website and app change significantly over that time.

A lot of those changes have come from customer insights and us reviewing complaints we’ve received, finding out where the issues stemmed from and thinking about how we can best prevent them from happening again.

Always remember that we love hearing from you!

We hope this is never the case, but if you do ever need to raise an issue with us, please don’t hesitate to contact our Complaints Team by emailing [email protected] or contacting us via phone, live chat or secure message within your account.

Likewise, if you have any ideas or suggestions on what you’d like to see Wealthify change or start doing, please send them to [email protected].

After all, we’re not just here to help you build your future wealth: we’re here to build a brand and platform you love to use, too!

Please remember the value of your investments can go down as well as up, and you could get back less than invested.  Past performance is not a reliable indicator of future results.

Wealthify does not provide financial advice. Seek financial advice if you are unsure about investing.

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