ACCESSIBILITY TOOLS
Bringing the voice of your customers into your boardroom and working practices
Bringing the voice of your customers into your boardroom and working practices
People often ask me why it's so important to be able to offer reasonable adjustments and I recently came across a great example of why, having made a reasonable adjustment to a service offering, it would have totally and utterly changed the way that organisation and its customer interacted and went on to relate.
A lady had been referred to a debt advice service, having accumulated some fairly significant debts of which she was hugely embarrassed and ashamed of. Having understood her situation, it's clear that these were not wilfully accumulated and simply the consequence of a set of difficult circumstances that no one could have predicted. She was due to meet an advisor face to face in their meeting room, as was usual working practice. However, due to the current Covid situation, that wasn't possible. The service provider's solution was to change the face to face meeting to become a telephone call and they notified her of the time and date of the call.
The service provider called the lady at the agreed time. During the call it became apparent that there wasn't much interaction coming from the lady who was in debt at the time. The advisor made remarks such as "Hello? Hello? Is anyone there? It's all gone quiet... if you're not interested in my help then I'll go and help someone else who does, you're wasting my time!"
The kids going back to school always makes me think of new beginnings and here at RBL we're experiencing a new beginning too. We've recently moved into a lovely new office in Teddington and are still in the unpacking phase but hopefully we'll be shipshape fairly soon. The good news is that we've managed to find the coffee and mugs so we're already feeling welcome and at home.
We're also celebrating 15 years of consulting this week having worked with many brilliant clients and fantastic projects over the years, including a long-term relationship with Scottish online butchers Donald Russell. Over the eight years of working in partnership, we've run multiple customer experience audits which led to changes in the online and offline customer journeys which we worked with the marketing and contact centre teams to redesign and implement. Our final project was to kick start new customer acquisition and we helped them to transition the new customer acquisition strategy and marketing plans from being predominantly offline, to being truly multi-channel successfully launching DRTV and social media channels ahead of lockdown. Our work was really hands-on, working with media and creative agencies to develop and deliver a whole new way of advertising. During lockdown we were able to provide living proof of one of the company's core values of agility. We totally revamped our marketing plans and budget to generate record levels of new customer demand as lockdown kicked in. Having put the foundations for ongoing success in place, and really stress-tested them through lockdown, we were able to hand back the reins to the marketing team to take the business forward from mid-July (along with a 24 page hand-over guide!)
Living in financially vulnerable circumstances is a very real problem and this vulnerability has only heightened as a result of the Covid-19 pandemic. The Financial Conduct Authority (FCA) report that almost half of the UK population (24.1 million people) currently display one or more characteristics of vulnerability.
This website is owned by ReynoldsBusbyLee Ltd (‘RBL’, ‘we’ or ‘us’).
This privacy policy applies to RBL’s collection and use of your personal data in connection with our marketing and the provision of our products and services. Examples include use of our websites, email marketing, targeted advertising, and contacting you using direct mail or by telephone.
We respect the privacy of users of our website and recognise that when you choose to provide us with information about yourself, you trust us to act in a responsible manner with that information. This privacy policy contains important information about how we use your personal information. If you just want to know about how we use cookies please click here
ReynoldsBusbyLee Limited (RBL) is a marketing consultancy based at 8 Elmfield Avenue, Teddington, Middx, TW11 8BS. We are a limited company registered with Companies House in England and Wales with the company number 05504670. Our registered office is at 2 Premier House, Sneyd Street, Leek, England, ST13 5HP
RBL is registered as a data controller with the Information Commissioners Office (ICO) in accordance with the Data Protection Act 2018.
We work with businesses that want to better understand the experience that the customer has when interacting with them. We bring the voice of the customers into our client’s board rooms and working practices, ensuring that the customers’ needs are always being considered. This means for the duration of those projects we may have access to customer and client data. We are committed to best practice serving on councils and working groups at the UK’s Direct Marketing Association since we launched in 2005. This commitment extends to protecting your privacy how we look after your personal data.
If you have any questions about how we look after your personal data, you can contact us:
At times we may request that you voluntarily supply us with personal information. Generally, this information is requested when you want us to provide you with information for example to enquire about our Customer Experience work or our Vulnerable Customer Training sessions. We then use your personal information to process your enquiry allowing us to respond to you.
This personal information is provided by you, either by using the website (including allowing us to use cookies), or completing and submitting our booking form, or over the telephone or email or otherwise interacting with us (for instance at events and conferences)
The data we collect in these instances is limited to your contact information (name, address, email address etc.), information about your organisation (like your job title and sector) We may also gather the following information about you when you use this website:
Telephone number
IP address (a unique identifier for your computer or other device)
Mobile device ID
We may also collect data about you from third parties and information about your from publicly-available sources, like LinkedIn or your organisation’s website.
As is typical for businesses that market their products and services to other organisations, we use the information we collect to contact you with communications containing information we deem to be relevant and interesting to you. We have a legitimate interest in doing this, which we explain in this policy.
We may use your personal information in the following ways:
Information requests: We send you information you request about us and our services
Marketing communications: We may contact you with marketing information we believe is relevant to you, and that you may therefore be interested in receiving. This may include updates to our services, news about RBL, event invitations, and new products and services we launch that we believe will be of interest to you. We may send these communications via email or post, call your organisation or show you advertisements on our website and social media.
Clients: If you’re an RBL client, we will use your personal data to provide services you request and in connection with payments.
Where we use your personal information, we are required by law to state a ‘legal basis for processing’, i.e. to tell you on what grounds we are allowed to use your information.
We process your personal data on a variety of legal bases depending on the use. RBL has a legitimate commercial interest in sending and showing you marketing communications and using your data to improve how we operate our business and how we develop products and services for you.
We may process your personal data for the purposes of our legitimate interests, provided that these uses aren’t outweighed by your rights or interests. For any uses we justify based on legitimate interest, you have the right to opt out of such processing by contacting us.
Where legitimate interest applies for the following purposes, we have conducted a legitimate interest assessment to ensure that such processing isn’t overridden by your rights or interests. We employ safeguards to protect your privacy.
To process and consider your job application: Legitimate interest – we use your personal information to assess your job application, and to keep you updated throughout the application process.
Sending or showing you direct marketing: Legitimate interest - we use your data to send you marketing communications about our products and services, and other information we have identified that is likely to be interesting to you based on the data we hold about you. We do this in a professional capacity. We may send these communications via email, telephone or post, or by serving you advertisements on our website and others. As for most companies, the ability to market our products and services is necessary for our commercial interests.
We may send your personal information with business partners that we work with to provide joint service offering. We will always ensure that we have a data processing agreement in place with them before sharing any of your data which stipulates that they can only use your data in the process of fulfilling an agreed project. In addition we ay share your data with affiliates and third parties to help us process your personal information for the purposes set out in this policy.
We may disclose your personal information if we or any of our assets are the subject of a sale or similar corporate transaction. We will ensure that the third parties who receive your personal information are required to keep it confidential.
We may disclose personal information to third parties when we reasonably believe we are required by law, and in order to investigate, prevent, or take action regarding suspected or actual unlawful or otherwise prohibited activities, including, but not limited to, fraud.
We may use information obtained from cookies or similar technology. To see how we use cookies, please see here.
Occasionally our website may link to third party sites which we do not operate or endorse. These websites may use cookies and collect your personal information in accordance with their own privacy policies. This privacy policy does not apply to third party websites and we are not responsible for third party websites
When you give your details to RBL you do so at your own discretion.
We take appropriate measures to ensure that your personal information disclosed to us is kept secure, accurate and up to date and kept only for so long as is necessary for the purposes for which it is used.
Your personal information is kept private and stored securely until a time it is no longer required or has no use, as detailed in the Data Protection Act 2018 and the General Data Protection Regulations.
Although this website aims to include quality, safe and relevant external links, users are advised adopt a policy of caution before clicking any external web links mentioned throughout this website.
The owners of this website cannot guarantee or verify the contents of any externally linked website despite their best efforts. Users should therefore note they click on external links at their own risk and this website and its owners cannot be held liable for any damages or implications caused by visiting any external links mentioned.
Communication, engagement and actions taken through external social media platforms that RBL participates on are customised to the terms and conditions as well as the privacy policies held with each social media platform respectively.
Users are advised to use social media platforms wisely and communicate/engage upon them with due care and caution in regard to their own privacy and personal details. RBL will never ask for personal or sensitive information through social media platforms and encourage users wishing to discuss sensitive details to contact them through primary communication channels such as by telephone or email. Please do not share sensitive data with us by email.
This website may use social sharing buttons which help share web content directly from web pages to the social media platform in question. Users are advised before using such social sharing buttons that they do so at their own discretion and note that the social media platform may track and save your request to share a web page respectively through your social media platform account.
This website and its owners through their social media platform accounts may share web links to relevant web pages. By default some social media platforms shorten lengthy urls.
Users are advised to take caution and good judgement before clicking any shortened urls published on social media platforms by this website and its owners. Despite the best efforts to ensure only genuine urls are published many social media platforms are prone to spam and hacking and therefore this website and its owners cannot be held liable for any damages or implications caused by visiting any shortened links.
You are entitled to ask:
Please contact us using the details set out below if you would like to exercise any of these rights.
You also have the right to make a complaint to the supervisory authority if you’re not happy with how we’ve handled your personal information. In the UK, the supervisory authority is the Information Commissioner’s Office http://www.ico.org.uk
If you wish to exercise any of your rights in relation to your personal information or if you have any queries about how we use your personal information, please let us know by contacting us at 8 Elmfield Avenue, Teddington, Middx, TW11 8BS, or by email
We review this privacy policy on a regular basis to ensure that it is up-to-date with our use of your personal information, and compliant with applicable data protection laws. You will find the date that this policy was last reviewed at the bottom of the page. We reserve the right, at our discretion, to revise this privacy policy at any time. The updated privacy policy will be posted on our website. You are encouraged to review this privacy policy from time to time.
You can contact our data protection officer by email at
Last updated March 2023
© Reynolds Busby Lee | Site Map | Privacy
Site by Prussian Blue
Here we explain what cookies are, how we use them and informs you of your choices.
Cookies are small pieces of text sent by your web browser by a website you visit. A cookie file is stored in your web browser and allows the service or a third-party to recognise you and make your next visit easier and the service more useful to you.
When you use and access our website a number of cookie files are placed in your web browser. We use these cookies to enable website functionality and to gain insights into your preferences to the services we provide such as to store your preferences to enable advertisements delivery including behavioural advertising.
We use a combination of cookies such as session and persistent. We also use essential cookies to authenticate users to prevent fraudulent use of our website.
For the full disclosure of the types of cookies we use please click here
If you would like more information regarding cookies please click here to visit the ICO (Information Commissioner’s Office) website.
