Legal & General has named the winners of its 14th annual Business Quality Awards, recognising outstanding achievements in customer service and business retention across the UK protection market.

This year’s ceremony was held at One Moorgate Place in London on 13 May, where 19 winners were announced across both submission-based and data-led categories. A new individual honour, the ‘Hero in the Middle’ award, was introduced to celebrate advisers whose personal commitment has made a significant difference to clients in challenging circumstances.

Launched in 2011, the Business Quality Awards aim to highlight the commitment of intermediary firms and networks to delivering consistently strong customer outcomes. For 2025, L&G received 68 entries across the various judged categories.

Laura Mason, chief executive of L&G’s Retail division, praised the contribution of intermediaries in helping clients through complex claims processes and health-related difficulties. She noted the role of advisers in identifying and better serving vulnerable customers, saying that the awards offered a moment to reflect on the value of their work in today’s market.

James Shattock, managing director of retail protection at L&G, delivered the keynote address, while the event was hosted by comedian and impersonator Jon Culshaw. During the day, Vikki Jefferies, market development director at L&G Retail, chaired a panel discussion alongside Debbie Kennedy, chief executive of LifeSearch, and John Scrivens, head of sales at Stonebridge. The discussion focused on using customer segmentation and data to support more meaningful advisory conversations.

Among the submission-based winners were Waddle Insurance, Mortgage Group (NI) Ltd, Embrace Financial Services and Quilter Financial Planning, who were all recognised for delivering outstanding customer outcomes in their respective size and sector categories. The Mortgage Shop NI Ltd, SimplyBiz and Mortgage Advice Bureau received special recognition, while Janine Byrne was named best supporting account manager.

The inaugural ‘Hero in the Middle’ category was awarded to three individuals: Mojeed Odugbayi of Eminent Financial, Lisa Kelly of LifeSearch and Kyle Fisk of Mojo Mortgages / Lifes Great. Each was recognised for going beyond the expectations of their role to support customers through personal adversity.

In the MI-based categories, Chase De Vere received the outstanding performance award, while London & Country Mortgages was recognised for excellence in data precision and delivery under Consumer Duty. Mortgage Group (NI) Ltd also took home a second award, this time for customer excellence in the firms category.

Reflecting on the winners, Shattock said: “As the Business Quality Awards marks its 14th year, we continue to celebrate the exceptional work of advisers who have gone the extra mile to deliver often life-changing outcomes for those that find themselves in times of hardship.

“There is an incredible amount of empathy, technical knowledge, and resolve needed to ensure that customers across the country feel supported. This dedication to excellence has led to the introduction of the ‘Hero in the Middle’ category. It is truly humbling to hear the inspiring stories of advisers and the profound impact they have made on the lives of their clients. A huge congratulations to all the winners and those shortlisted.”