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A life of luxury

I have no experience of the length of time it takes to get through to lenders on the phone as Ian McKenzie, (Money Marketing, December 9).

However, five minutes is a luxury compared with life insurance offices. Scottish Widows recently asked me how can we possibly justify using Standard Life given their staff to client ratio.

I cannot remember the exact figures but apparently the ratio is close to 1:1 compared with Widows at 1:10,000 or thereabouts. This is a reason to use Scottish Widows.

Phone Standard Life and after two rings it is answered by a human being, the information requested is either sent by email immediately or in the post that night.

Scottish Widows will regularly take six weeks to furnish the requested information but they hold the record for the phone to be answered at 47 minutes.

Tom EvansDirectorDavid Kneale Financial ManagementLancaster


Cause for complaint

I have been reading the December 9 edition of Money Marketing in relation to the FOS seeking regulation for no win/no fee endowment complaint handlers. It always amuses me when I read this as it seems to me that this growth market is one that has been created by the impression that the FOS scheme […]

FSA blasts endowment firms over complaint procedures

The FSA has issued a warning to providers about their handling of endowment complaints, which it believes are being rejected too quickly to make case processing appear efficient. It has written to mortgage endowment providers warning them not to use the Financial Ombudsman Service as an alternative to handling complaints properly themselves. It wants firms […]


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