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75% Say they would quit provider for poor service

This view was particularly prevalent among 25-35-year- olds, with 86 per cent saying they would vote with their feet if they were faced with poor customer service, according to research commissioned by outsourcing firm Liberata Financial Services.

Sixty-five per cent of policyholders say they would switch provider if it failed to provide them with clear and useful information to help them understand their pensions and 72 per cent of the 500 surveyed say they would change prov-iders if their current one did not inform them or keep well informed about changes to regulation and the effect it may have on their policy.

Liberata executive director Chris Jackson says: “Liberata’s findings show that pensions providers need to focus on improving their customer service levels and providing clear and timely information.”

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