The Client Care division continued to deliver strong, consistent performance during the fourth quarter of 2025, with a clear focus on compliance excellence, service quality and operational progress across the business.
Review and client liaison audits
During Q4 2025, the Client Care division conducted monthly review and client liaison audits, with outcomes reflecting a strong level of compliance, consistency and service delivery across the business. The audits confirmed that established client care processes are being applied effectively and in line with internal standards and regulatory expectations.
Compliance and governance progress
The FICA cleanup project, launched earlier in the year, remains a key strategic focus for the division. As at the end of Q4 2025, the project has reached approximately 38% completion, reflecting steady progress against planned milestones. The initiative continues to strengthen our compliance framework and reinforce best-practice client record management across all regions.
Importantly, no serious client complaints were reported during the quarter, highlighting the effectiveness of current client care processes and controls.
Client experience and service quality
Client feedback remains highly positive. Warwick received 15 new Google reviews during the quarter; all rated five stars.
In addition, the rollout and use of the Client Life File have been met with very positive feedback from our branches. The tool has been well received by clients, adding tangible value to client engagements and improving the overall client experience.
Operational support and licensing developments
Client Care continues to play a supporting role in the business’s broader growth initiatives. During Q4, work continued to add new product categories to the Silverthorn licence with the FSCA, an important step in expanding service capabilities and supporting future strategic objectives.
Performance and outlook
The Client Care function remains focused on efficiency, accuracy and proactive engagement with both clients and internal stakeholders. The absence of material service issues, together with positive client and branch feedback, reflects a high standard of professionalism, accountability and consistency in service delivery.
Overall, Q4 2025 concluded on a strong note for Client Care, with meaningful progress achieved across compliance, client experience and operational support, positioning the function well for continued momentum into 2026.
