www.iva.co.uk

After having many difficulties getting my FFS accepted, it finally got agreed for the second time on 16th June.

As I had not heard anything since the phone call telling me it had been agreed, I wrote an email to the IP and expressed by complete dissatisfaction.

The very next day we have a call answering all our questions and setting our expectations, followed by another call checking, that we had received the first call and happy with the outcome.

Today, as I walked in, my husband asks "who has been sending you flowers?" too my surprise when I opened a big M and S box, the card read

" on behalf of Blair Endersby, we would like to apologise for any undue upset and distress we may have caused you during what is already considered to be a stressful process" and there was a huge bouquet of flowers!!!!

bloomin marvellous! I am (for once) lost for words![:D]

That is a lovely post to read - and I am so pleased to see this firm get some positive feedback for a change. What a very kind and honest gesture on the part of your IP, and well done Blair Endersby.

IPs may not always get things right, we are human beings at the end of the day, but we should never get too big for our boots, or forget that without our clients we would not have businesses.

It's nice to hear BE getting some good feedback for a change. Enjoy the flowers!

How wonderful! I really think BE are taking customer service more seriously now. After I emailed to complain a very helpful, friendly chap rang and emailed me within minutes - apologising for the errors made and arranging to put everything right.

Well done Blair Endersby - keep up the good work!

Hi
Great news, good to see this type of response
I would think that larger IVA providers could and should have a dedicated person/team to deal with complaints etc.
Communication is the key
Regards

its a shame all companys in every industry dont do the same, its a small token to show they are genuine sorry for something thats gone wrong

Great to see Blair Endersby apologise and glad that you posted on here letting us know. As others have said we all make mistakes and sometimes sorry is enough. Lovely post.

Just caught up with this - well done to Blair Endersby, and what a wonderful gesture with the flowers.

I have had problems with this company from the beginning, and yes, i am one too moan and give negative feedback, however, I work as a manager in a call centre and when something is done right, then positive feedback is needed, and in this instance it is needed.

Like all companies, do something wrong and the customer will tell everyone, do something right, with a small gesture, then you rightly deserve praise too. Admitting an error, and lets face it, we all make them day in day out is hard, but respect.....thank you.

By the way BE people, I have never received such excellent customer service from an employee called Edlin (wont say surname) although she deserves it. This lady gave me empathy when it was needed and world class customer service and derserves to be recognised in your company.

A rocky road that ended up good, a fantastic employee that instilled my faith in a company, and is a star in my eyes.

I honestly believe that BE are really looking at the customer service, and hope that this does get them recognised and others receive the support they need from their IP in a very diffcult time.

Excellent post Gill.

I wholeheartedly agree that praise should be given as freely as complaints are and it's something I do all the time.

Great to see an individual person singled out for praise as well. There are some really good people in all companies, and this lady ought to get her own bunch of flowers from her employers!!