We are pleased to announce that Chrysalis Finance has been recognised for its commitment to customer service by a panel of business leaders at the UK Customer Experience Awards (UKCEAs).Independent judges from across a range of industries have acknowledged the company’s delivery of care for the thousands of patients we support each year. Winning a UK Customer Experience Award ‘Putting customers at the heart of everything’ reflects our ongoing commitment to improve the service and support we offer patients, often when they need it most.

Listening to patients drives improvement

Whilst receiving awards for our service delivery is welcomed, they cannot replace the importance of listening to our patients and healthcare partners. It is patient feedback and ratings that we rely on to improve the services we offer and shape our future development.

Thanks to patient feedback, we have implemented a number of improvements over the last 12 months to enhance the services we provide:

• Enhanced online patient interaction – This includes an improved repayment calculator function on our website, allowing users to assess their affordability before submitting an application. The tool provides clear, immediate guidance to help patients make informed decisions about their treatment financing options.
• Faster application process – Applicants asked us to speed up the decision-making process for financial applications. In response, we have improved our systems to reduce delays when applying for finance, streamlining the journey from initial enquiry to approval.
• Quicker decisions and e-signatures – We have implemented new systems to provide near-instant application decisions and faster completion of agreements. This enhanced digital approach removes unnecessary paperwork and allows patients to focus on their treatment rather than administrative processes.
• More ways to provide feedback – There are now more channels available to provide feedback to the Chrysalis Finance team on the service you have received. In addition to independent online platforms such as Trustpilot and Google, patients now receive a questionnaire following their treatment, giving them a direct line to share their experiences and suggestions.

Built on core values

As the judges recognised, our service approach is built on three core values: care, trust and quality. Our Patient Promise ensures every decision prioritises patient welfare through board-level commitment, comprehensive customer service training, performance incentives tied to service delivery and healthcare provider education programmes.

Together, these elements combine to create the foundation on which we have delivered care for over 12 years, since our inception. The feedback from those who use Chrysalis Finance demonstrates this approach resonates with our patients:

• On Trustpilot, we score 4.9 out of 5 stars for our service from over 3,000 reviews
• On Google reviews, we score 4.9 stars from nearly 1,000 reviews
• Our Net Promoter Score of 82 is considered ‘world-class’ by the founders of the customer service measurement tool

Maintaining our founding principles

As we continue to develop our services and listen to feedback, it is reassuring to know that the core principles our founder built the company on continue to guide our operations today.

As the UK’s only specialist medical and dental finance provider authorised and regulated by Financial Conduct Authority, we maintain high standards through responsible lending practices. For us, putting patients at the heart of what we do means ensuring we prioritise affordability, only working with UK-regulated healthcare providers, limiting funding to UK-based care and always following up with our patients post-treatment.

This recognition from the UKCEAs validates our approach, but our real measure of success remains the trust that patients place in us during important moments in their healthcare journey. We remain committed to earning that trust through continuous improvement and genuine care for those we serve.