The Cumberland has been awarded the highest rating for its customer service for the second year running.
It received five-star platinum status from Feefo, the leading customer feedback platform.
The independent seal of excellence is particularly sought after as it is based on reviews by real customers and recognises businesses for delivering exceptional experiences.
The building society first achieved platinum rating in 2021, following three years of gold awards.
Will Park, cluster manager for Carlisle, said it reflected how exceptional customer service was fundamental to the company’s approach.
“Feefo is really well respected. If you see something that’s five-star you know that’s a good indication that you are going to get great service.
“To get platinum is brilliant. It is for consistently delivering excellence. The key word there is ‘consistently’, having the processes to make sure every customer interaction is at that level.
“This achievement comes in a time where ‘normal’ custom service has been completely thrown upside down.
“So for us to get an award for how we have dealt with our customers in spite of everything that has happened is something that we’re really proud of.”
Rebecca Gibson, cluster manager for Barrow and Ulverston, said: “One of our main key priorities as a business is the customer experience element. It’s very high up that we’re giving that excellent level of service.
“I home in on the fact that we need to make a good impression on new people coming through the door.
“We were really open and proactive about talking to customers about changes. I think that’s what differs us from the bigger banks – having that community feel and knowing who our customers are.”
