About Us

Britannia is firmly committed to mutuality which means that our members will always come first.

Annual General Meeting (AGM)
As owners of the business, the AGM provides members with an opportunity to be actively involved in how their society is managed.

Members' Council
When making a decision, we always ask ourselves if it's in the interests of the membership as a whole, rather than an individual or group of members. That's where the Members’ Council comes in.

We're able to discuss issues in depth with a group of members who have a more detailed understanding of Britannia, the way it works and the challenges we face. Their feedback is invaluable in helping the board make decisions.

Members' Lunches
We hold members' lunches across the country as an opportunity for members to meet senior representatives of the Society.

The lunch is a formal but friendly event chaired by the chairman, which allows for approximately 40 members from the area to get together to discuss their experiences of the Society. An open question and answer session follows the lunch which is an ideal time for members to ask questions.

Independent Research
We conduct independent, external research to gather customers' views on many topics and to let us know what we're doing well, what's not going so well and what matters to them. Here are just a few examples:

• Customers told us that when call volumes were high, they were unhappy. We introduced Q-buster into the call centre to give customers the opportunity to hang up but still keep their place in the queue. We then ring the customer back when their call reaches the front of the queue.
• We used customer feedback to develop the ideas and fine tune our new 'fair' advertising adverts.
• Through our quarterly customer satisfaction survey, we have seen continued high levels of overall satisfaction amongst our members (currently at 80%), with 85% saying that they would recommend Britannia to a friend or family member
• Members have told us that they would prefer a monetary gift instead of the gift selection we offer for the Friends of Britannia scheme. Because of this feedback, we have now included 100 membership reward points as a gift option, the equivalent of £18. We are also looking at how we can extend the gift selection range to appeal to more members.
• Our customer satisfaction survey highlighted that mortgage customers' satisfaction could be improved, so we made changes to our mortgage processing and introduced a dedicated customer feedback team to improve the overall service we offer. As a result we have seen satisfaction levels increase.

Literature Panel
We have a panel of 30 members who regularly critique our literature. They tell us when our leaflets or letters are confusing or hard to read or understand.

These are not the only way we listen to our members:

• We're currently piloting a way of collecting customer feedback through our branches about the experience they've just received. This will give information directly to the Branch Manager who will be able to make improvements in response to the feedback received.
• We have customer feedback cards available in our branches and customers are invited to pass on their suggestions. The cards are sent in to the Customer Feedback Centre for review.
• We also regularly mystery shop our branches to find out what service our customers are experiencing - the feedback is used to improve training with all customer facing staff.

If you want to give us your suggestions or feedback please let us know.

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