UK’s largest ethical, caring, responsible lender in healthcare!

Treatment Changed Patients life

85% of customers say treatment we supported changed their life

When we receive positive feedback, it is recognition of our team’s approach to customer service. But it doesn’t happen overnight, it takes significant investment over many years, training our team to listen to where we can improve our services, how we can improve our ethical lending and where best to focus attention on the customer journey.

Over the past ten years, we have learned a lot – we have improved access to services, increased communication and streamlined our processes. So, when better than a tenth anniversary to look at what impact we are having on the lives of our customers. Have we got it right? Our latest customer survey suggests we have as we continue to deliver a high standard of care; but we cannot stop listening and learning.

The team at Chrysalis Finance is committed to delivering the best possible care to the thousands of customers we support every year. So, when customers talk to us, we have to reflect on what we are doing well and where we can improve even further.

Results from our most recent survey, responded to by over 2,000 customers are a good reminder to our team the importance of delivering for our customers. It highlights:

  • 85% of customers said treatment, supported by Chrysalis Finance, had changed their life.
  • 90% of customers said they are likely to recommend Chrysalis Finance.
  • 45% of customers only had treatment because finance was available.

It is always nice to be recommended for our work, but to know we are making a fundamental difference to so many lives is the best indication of our impact.

We know that making a choice about the health and wellbeing of our customers or their loved ones is an important decision for most. It can be a complex and emotional journey for many, and we know that customers need professionals to make it easier and less bumpy. We understand that customers rely on our team for that smooth journey taking them from enquiry to post treatment; we know that, because they tell us.

While many finance providers send an annual customer satisfaction survey and say that they listen, for us, that is not enough. At Chrysalis Finance, we not only send surveys regularly throughout the year to thousands of our customers, but actively learn from each customer interaction which helps us understand their unique needs, concerns and expectations. To do that effectively, we continuously invest in training our team to ensure that they possess the necessary skills to provide exceptional service for every customer. This includes developing their active listening abilities, empathy, and problem-solving skills. By equipping our team with these attributes, we create positive experiences for our customers at every touchpoint with Chrysalis Finance, online or via a telephone – ensuring we continue to exhibit the company values:

  • Quality: We only work with partners who have exceptionally high standards and meet our dynamic Chrysalis accreditation process.
  • Trust: As an ethical organisation, customers can trust we will put them at the heart of everything we do.
  • Expertise: We only work with qualified, specialist clinicians who are recognised and authorised by their appropriate UK professional regulatory body.
  • Care: Our Patient Promise is our way of demonstrating we care that our customers get the best standard of service from start to finish.

Since the inception of Chrysalis Finance ten years ago, we have helped tens of thousands of people get back on their feet, to receive much needed treatment.

To continue to move forward into the next ten, we need to evolve and constantly improve our ethical approach to lending.

We cannot let up – because delivering for thousands of customers every year means understanding thousands of individual journeys and ensuring we get it right for each customer, every time. We can only do that by hearing from the very people we support – so don’t be surprised if we make contact and ask you how we did. We want to know.

Let's Talk
Office opening hours
Monday to Thursday- 8:00am – 7:00pm
Friday- 9:00am – 5:30pm
Saturday- 10:00am – 2:00pm