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You said, we did – improvements to phone line services

Following feedback from customers, we are making changes to the services you can access when you phone us.

From 15th January, customers who phone us on 0300 333 6540 will be able to access a payment line with dedicated advisors.

Aaron Basi, Customer Services Manager at BVT, said: “Customer feedback is really important to us and we have listened to the comments we have received and been able to shape the services we offer to meet customers’ needs. Customers with a payment query will now be able to speak to dedicated advisors.”

The changes follow feedback from customers, which included:

You said – ‘We want a dedicated payment option when we call the 0300 333 6540 number.’

We did – When you phone us 0300 333 6540 you will be given the option to be directed straight to a payment advisor. The dedicated advisors managing these calls will deal with all payment related enquiries. Advisors will not be able to assist with any other enquiries to begin with, but will transfer you to the appropriate team for help.

You said – ‘There is a delay from the call I made to Customer Services to getting a text asking me to take part in the customer satisfaction survey. Can we get this quicker?’

We did – We have changed the way we make this survey available and now when you select the other enquiries option on our phone lines, you will be invited to take part in a short survey. You can select yes or no to this option. If you select yes, the survey will take place as soon as your call is ended by the advisor. This means you can provide instant feedback on your experience with our Customer Services team.

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