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Admin services at an all-time low

Like most advisers, I am appalled at the rapidly diminishing service levels both at mortgage lenders and life offices.

Just this week, I read about the recent improvements made at Scottish Equitable, whereby additional underwriters, new business processing staff, etc, have supposedly been drafted in to shore up the service to introducers.

In reality, the standards have plummeted to an all-time low. Twenty minutes waiting to speak to a customer services assistant about the failure to issue policy documents. Ten minutes arguing over why I should have to take further time out of my day to write or fax them the very information I have just delivered verbally.

When I asked to speak to a supervisor, I was told I would be called back quickly. As I write, I am still waiting for the call.

When I write articles and speak to the financial press about protection issues, I do and will continue to hammer home the point that a good product but a useless admin system does not make the adviser or the client happy. As with any flawed service, I will be voting with my feet.

Alan Lakey


Highclere Financial Services,

Hemel Hempstead,Hertfordshire


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