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IFA survey puts Pru and NU as worst for service

Prudential has topped a White-church Network survey of its members revealing which providers have the worst service and attitude to IFAs, with Norwich Union close behind.

Prudential scored an average 2.09 out of five for service, making it the worst, with Norwich Union in second place with 2.24 and Scottish Life third on 2.53.

Legal & General and Scottish Equitable are joint fourth with 2.56 and Scottish Widows is fifth on 2.57.

Standard Life was rated best with a score of 3.84.

Pru also falls down on attitude, scoring an average of two out of five, with second-placed Widows scoring 2.8 and NU third with 2.86.

Norwich Union fared worse in Whitechurch&#39s third category which looks at which providers&#39 attitudes have deteriorated most in recent years.

Twenty-three per cent of members say NU&#39s attitude has worsened more than rivals, almost twice as many as those who pick L&G, which ranks second with 13 per cent.

Joint third are Prudential and Axa with 11 per each while Widows and ScotEq share fourth spot with scores of 7 per cent.

Whitechurch managing director Kean Seager says: “These companies are the backbone of our industry. They need to make sure that their systems are up to scratch but, perhaps more important, they need to combat the perception that they just do not care.”

NU spokesman James Evans says: “An awful lot of time and money has gone into our service and we have seen a marked improvement in service levels but we appreciate all feedback that helps us raise our game.”

Prudential spokesman Darragh Leeson says: “Improving the customer service ratings we receive is something we take seriously, with a series of initiatives to introduce improvements planned for 2004. Any specifics raised in this survey will be picked up by us and discussed with Whitechurch.”


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