Customer Service Excellence Award

In September 2025 we were awarded the Customer Service Excellence (CSE) award, making us the first and only insolvency firm in the UK to receive this prestigious government-backed quality mark.

This achievement is an independent recognition of our unwavering commitment to putting our clients first during some of the most challenging periods of their lives.

What the Customer Service Excellence Award Means

The Customer Service Excellence standard is a rigorous national quality mark which recognises organisations that demonstrate a customer-focused culture in all their activities. This government-backed certification requires organisations to undergo a rigorous assessment process, including detailed document reviews, on-site visits, and interviews with customers and staff.

To achieve certification, organisations must demonstrate excellence across five critical criteria: customer insight, organisational culture, information and access, delivery, and timeliness and quality of service.

Our assessment found us compliant or partially compliant across all 57 elements of the standard, with no areas of non-compliance.

 

 

 

Going Above and Beyond

What makes our achievement even better is that the assessor identified two areas where our customer service culture goes beyond standard expectations, earning us "Compliance Plus" recognition for these elements. These exceptional practices include:

• Deep Customer Understanding: Our in-depth knowledge of our customers allows us to deliver tailored and relevant support
• Customer-Led Engagement: Our flexible communication methods that prioritise customer preference, offering real choice in how and when people want to communicate, especially during sensitive personal insolvency cases

What Our Customers Say

The assessment also included interviews with our customers, and their feedback speaks volumes about the service we provide. One customer called Real Business Rescue "absolute class" and uniquely organised in comparison to others in the market, while another found our team "helpful and responsive" during a business partnership closure, praising our "professionalism and approachability."

Furthermore, a customer facing personal financial difficulties described our service as "absolutely brilliant," commending our adviser for making the process stress-free and answering all questions, no matter how small.

A Culture of Excellence

This award reflects the dedication of our entire team and the trust our clients place in us every day. Our assessor noted our "strong leadership commitment to service excellence" and "consistently high satisfaction ratings," with Trustpilot and Review.io reviews averaging between 4.8 and 5.0 stars.

The assessment highlighted several key strengths that set us apart:

• Advanced use of tools to personalise customer engagement
• Well-established accessibility features across all communication channels
• A responsive improvement culture driven by insight, feedback, and cross-team collaboration

What This Means for Our Customers

We know that entering into an insolvency process can be daunting. That's why we take the time to truly listen, to understand your situation, and to offer practical, honest advice tailored to your specific needs.

This award validates what we've always believed: that exceptional customer service isn't just about doing the job well – it's about going above and beyond in every interaction, supporting directors and individuals with empathy, integrity, and professionalism.

Every day, we work with company directors and individuals facing some of the most difficult decisions of their lives, and we never take that responsibility lightly. The Customer Service Excellence award reflects our commitment to maintaining the highest standards of service and support in every customer conversation.

We're honoured to have achieved this recognition and even more committed to continuing to earn your trust through exceptional service, one interaction at a time.