We can certainly sympathise with Paul Smith writing about the catalogue of appalling shortcomings in the administration levels at Legal & General. He is not alone and L&G is not the only culprit in the declining administration standards of the insurance industry.
We have seen all this before but have been unable to overcome the problems and difficulties in dealing with clearly understaffed, undertrained and inexperienced people who have little or no idea of how to deal with procedures that are somewhat out of the norm.
However, we have overcome the problem. We send our complaints to the CEO direct. The matter is then (usually) resolved fairly quickly with the minimum of aggravation and fuss. The message to Mr Smith is to start at the top. It is downhill from there.
Ronald Palmer Rothberg & Co,Barnet, Hertfordshire