Haydock’s Quality Focus: Supporting Introducers for Client Success

Haydock Finance have introduced a strategic focus on quality to enhance their service experience and delivery. Launching as a Quality Assurance (QA) drive, this initiative will help to improve efficiency by creating a more streamline journey for deals within the system. It will also enable the team to deliver a speedier service to help introducer partners effectively meet the ever-growing demands of the SME market.

As part of this initiative, the Haydock team assessed the performance from 2024 to identify key areas, from proposal received to deal paid out, that impact the speed and quality of service that introducers receive. The five areas recognised as having the most significant impact and formulating their new Quality Assurance ‘PADTP’ logo, are Proposal accuracy, Approval rate, Decline rate, Take up rate and Payout accuracy.

Haydock’s BDMs and sales support teams will work closely with partners, sharing performance statistics and proving support, including training, to help them meet the quality requirements needed. To recognise the commitment made by introducers who embrace this quality focus, Haydock will also be launching a quarterly Quality Assurance Recognition and Awards programme for partners located in the south, north and Scotland.  

Andrea O’Brien, Head of Broker Sales, adds, “Our Quality Assurance programme focuses on working collaboratively with introducers. We are looking forward to providing support towards meeting key objectives, and taking remedial steps where needed, to enhance the overall service experience delivered by both Haydock and its partners. We are also introducing our Quality Assurance Recognition Awards across the country to celebrate excellence in delivering the best possible service.

With the introduction of full commission disclosure, intermediary and lender relationships have been under increased scrutiny. We all have a responsibility to ensure good customer outcomes and, as a responsible lender, Haydock is committed to working closely with introducers to uphold the highest standards.”