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Clients deserve much better

In just one week I have been alarmed by several instances of a complete lack of customer service from life offices and a mortgage lender as follows:

Chase up telephone calls to Clerical Medical in relation to specific stakeholder information resulted in the telephone clerk at the call handling company admitting that it can take up to 15 weeks to get a reply.

A request to Legal & General for a client specific illustration for a £20,000 lump-sum investment resulted in Isa documentation being received.

A request to Halifax for a faxed Asu cover form got the response “It&#39s a funny shape and will not go in the fax machine”.

I suggested that the clerk might like to photocopy the form on to A4 paper then fax the copies so that the client I was sitting with was not inconvenienced.

Do you not think that the industry regulator has better things to do at present than to dictate what I call myself and how I get paid?

John Morgan

By email


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