Bradford & Bingley Drives Continuous Improvement With CDC Respond

Bradford & Bingley is a UK-based financial services institution. Its specialist mortgage and saving products are sold through brokers and intermediaries under the Mortgage Express brand. Bradford & Bingley wanted to develop improved transparency and gain insights into the customer experience by standardizing on 'Best practice' complaints and feedback management policies and processes throughout the organization to help embed its own continuous improvement culture whilst treating customers fairly. CDC Respond was selected to support Bradford & Bingley's strategic vision for 'Building a Better Future'. Customer feedback is used as a means to drive improvements to the business and to cement the company's ongoing commitment to the FSA's Treating Customers Fairly (TCF) guidelines.