- Overall score increases from 8.53 in 2023 and 8.58 in 2024, to 8.94 in 2025 with strong performance across all four metrics
- Broadstone also gains ‘A Company That Cares’ recognition, adhering to the core principles of consistently delivering exceptional customer experiences
Broadstone, a leading independent financial services consultancy, has been awarded the coveted Gold ranking from Investor in Customers (IIC) in 2025 for a seventh consecutive year.
Across all four categories – understanding customer needs, meeting customer needs, delighting customers and engendering loyalty – Broadstone registered improvements from last year and received the maximum Gold ranking, demonstrating the continued strengthening of its customer-centric proposition.
The most significant progress was seen in the ‘delight customers’ and ‘engender loyalty’ categories where Broadstone’s investment in proactive communication, stronger relationships and service reliability delivered measurable impact.
In its evaluation report, IIC praised how Broadstone continues to demonstrate a clear and consistent commitment to delivering high-quality service and genuine care for its clients.
It was noted that Broadstone’s focus on understanding customer needs, maintaining strong communication, and providing expert, reliable support is reflected across both internal practice and external perception.
IIC saw clear evidence of teamwork, professional pride and an ongoing commitment to continuous improvement across the business with well-defined processes, strong governance and deep client relationships based on transparency and consistency.
Broadstone’s service ethos – combining expertise with fairness and accountability – therefore underpins its reputation for excellence and trust within the pensions, benefits and investment sectors.
Tony Gusmao, Chief Executive at Broadstone, said: “Broadstone is driven by a deep-rooted commitment to providing the highest quality independent advice and service to our customers. Delivering a bespoke, client-centric experience across our areas of specialism is central to our proposition, and it is therefore pleasing to be recognised once again for the consistency of our commitment and care across the organisation. As we continue to grow, an unwavering focus on service excellence will be critical to achieving our strategic growth ambitions.”
Tony Barritt, Managing Director of IIC, added: “These results recognise the care, professionalism and consistency shown by teams across the organisation in delivering outstanding customer experience. The results indicate a positive experience built on trust, clarity and responsiveness, with strong intent to keep improving. It is a well-earned outcome that reflects both the effort invested and a genuine commitment to creating experiences customers can feel confident in, demonstrating Broadstone are truly A Company That Cares.”
ENDS
Media contacts
Broadstone
Temple Bar Advisory
Alex Child-Villiers / Sam Livingstone / Alistair de Kare-Silver / Juliette Packard
[email protected] / 020 7183 1190
About the Broadstone Group
Broadstone is a leading, independent UK consultancy delivering expert advice to employers, insurers, pension scheme trustees and lenders.
For over 40 years, Broadstone has been providing its clients with a wide range of specialist services including:
- Employee Benefits Consulting
- Pensions Administration and Actuarial services
- Investment Consulting
- Insurance Consulting across life, general, and the Lloyd’s and London markets.
- Credit risk services
- Financial modelling and data analytics
- Redress calculation services
Broadstone’s team comprises nearly 1,000 expert consultants and administrators, including 90 actuaries, across 12 UK offices.
