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Praise for Sesame’s dispute team

Although I am not a total fan of Sesame, I wish to place on record the excellent way the network is handling the endowment complaint issue from my perspective.

Like most time-served advisers, I do have some exposure to endowments and have indeed received a number of complaints from disaffected policyholders (I hesitate to refer to them as clients), driven in the main by our friends in the media.

Although the Sesame dispute team has been a little slow in certain areas, it has in the main grasped the issues of each case quickly and has managed to arrived at fair and reasonable conclusions – most of which, I am relieved to say, have been in my favour.

In instances where clients have subsequently taken the issue to the Financial Ombudsman Service, the majority of the results to date have again been in my favour.

I have discovered that the more full and complete my response to the case handlers at Sesame, the easier I make the task for them to understand the detailed issues of the dispute and not simply to react to the unsubstantiated claims of individuals who initially elected for some risk in their affairs and, having now got cold feet, are looking towards the claims bandwagon to bail them out of their own poor decision.

From this, I can conclude that if an individual, either at Sesame or at the FOS, with no prior knowledge of the case, is simply left to open yet another file without significant input from the adviser, he or she is a lot less likely to be in a position to adjudicate the claim properly as the true facts of the case are usually quite complex and hidden deep within mountains of documents.

Admittedly, the eventual decision will invariably gravitate to the standards of past compliance displayed on the file and to this end I can only conclude from the outcome of the disputes to date that DBS (Sesame) and ourselves got it right all those years ago. Thanks, Ken.

Although I have every sympathy with Ivan Massow’s position, it seems to me that if he had stayed around and attempted to clean up the issues himself, or at least gave a little input into the disputed cases, he may not be in the position where he now finds himself. If only life was as simple as walking away from your problems.

Nevertheless, I wish him good luck with his fight.

Alan Parkinson

CPD Independent Financial Advisers,

Liverpool

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