Paul Cheetham, franchisee for Bolton and Wigan, has been named a finalist in the Customer Focus Award at the prestigious 2026 BFA HSBC UK British Franchise Awards.

The award celebrates franchisees who consistently go above and beyond for their customers, delivering exceptional service and creating a lasting positive impact. Paul's selection as one of only three finalists nationally is testament to his unwavering commitment to putting customers first.

Making a Difference When It Matters Most

Since joining Concept Claim Solutions in August 2023, Paul has built an outstanding reputation for helping people through some of life's most challenging moments.

Whether supporting families following floods, fires, storm damage or escape of water incidents, he combines technical expertise with genuine compassion, ensuring every customer feels supported from the moment disaster strikes through to the completion of repairs.

His calm, reassuring approach has earned exceptional customer feedback and a reputation for always going above and beyond.

What Paul's Customers Say

One customer commented:

"Paul was just brilliant, a really trustworthy and helpful guy. He went above and beyond to help us get the resolution we needed. He kept us informed throughout, was always accessible and made what was initially a stressful situation as stress-free as possible."

Another customer said:

"His customer service is second to none. He handled everything from initiating the claim to dealing with the insurance company and loss adjusters, while offering limitless support throughout what was an incredibly stressful time."

Supporting the Entire Franchise Network

Paul's impact extends far beyond his own customers.

Across the Concept Claim Solutions franchise network, he is widely recognised for mentoring new franchise partners, sharing best practice and supporting colleagues whenever they need advice or guidance. His willingness to help others succeed has made him a trusted and respected member of the network.

Simon Kempster, Director at Concept Claim Solutions, said:

"No matter how busy Paul is, he always finds time to support customers, mentor fellow franchisees and help others succeed. His commitment to delivering exceptional customer service is inspiring, and we're incredibly proud to see him recognised on a national stage."

Giving Back to the Community

Beyond the business, Paul's passion for helping people extends into the local community through sponsorship of children's sports teams, support for fundraising initiatives and contributions to local charitable causes.

Paul's Reaction

Reflecting on becoming a finalist, Paul said:

"To be recognised by the British Franchise Association is something I'm incredibly proud of and certainly wasn't expecting. Every customer I meet is going through a difficult situation, and my aim is simply to make that journey a little easier and help them get back to normal as quickly as possible. I couldn't do that without the fantastic support team behind me at Concept Claim Solutions or the encouragement of my fellow franchise partners. They're always willing to help, share advice and celebrate each other's successes, and I'm incredibly grateful to be part of such a supportive network."

Looking Ahead

Paul will now represent Concept Claim Solutions at the 2026 BFA HSBC UK British Franchise Awards.

Before the awards ceremony, he will present to an independent panel of judges during the judging week commencing 20 July 2026, showcasing the exceptional customer service that has earned him recognition as one of the UK's top three Customer Focus finalists.

The winners will be announced at a spectacular black-tie awards dinner on Thursday, 12 November 2026, at the Telford International Centre.

Everyone at Concept Claim Solutions would also like to congratulate Anu Khanna (ActionCOACH) and James Pye (Boots Opticians) on reaching the Customer Focus Award finals and wishes them every success.

Congratulations, Paul!

Whatever the outcome in November, everyone at Concept Claim Solutions couldn't be prouder of Paul. Reaching the national finals is a tremendous achievement and fitting recognition for someone who consistently puts customers first, supports those around him and lives the values of the business every single day.

Congratulations, Paul, and the very best of luck at the 2026 BFA HSBC UK British Franchise Awards!