I am writing in support of the recent comments raised by both Julian
Stevens and Nick Bamford regarding the service standards we IFAs are
forced to suffer these days.
I do not think that it does any good necessarily to name names but
there are particular incidents of companies where service standards
are much worse than those of others and they must be called to
Companies do not seem to either understand or care that, when they
provide faulty service standards, they are costing us money.
IFAs may care to follow our example of issuing them with our terms of
business and sending them an invoice where their work is substandard.
The other way of dealing with this (perhaps a last resort) is to vote
with one's feet and not support those offices where service standards
are at an unacceptably bad level.
I think the biggest problem inside insurance companies is that they
seem to employ staff who can neither read nor write nor have any
interest in doing so.
There are some amazing incidences of total incompetence and, while I
would have preferred not to have named names, here are a couple of
very current howlers:
Legal & General is still sending certain correspondence to
my old address, despite between 16 and 20 letters telling it that I
have moved since I did so nearly 18 months ago.
Different persons have even promised a total of five times that they
have amended all of its records. This also happened the previous time
I moved. It does not understand that important documents can go
A different company sent a client surrender cheque, not to my
previous address but to the address prior to that, when the person
had a current letter from me in front of them.
Scottish Provident refuses to acknowledge a fax which requests
that it assumes risk and confirms safe receipt of the fax the same
day. It says it is not its practice.
Who carries the can if there is a claim and it says it did not
receive the fax, even if it has directed you to an incorrect fax
Ritchie Salkeld & Co
Independent Financial Advisers,
Barns Green, Horsham,