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Poor service is costing us money

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

account.

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&#39s 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

astray.

•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

number?

Ritchie Salkeld

Principal,

Ritchie Salkeld & Co

Independent Financial Advisers,

Barns Green, Horsham,

West Sussex

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