Johnny shall have a new master

See saw, Marjorie Daw, Johnny shall have a new master, He shall have but a penny a day, Because he can’t work any faster. Speaking recently at an Insurance Society of Edinburgh do at a newly-yellow-pointed-hatty Standard Life House, I had occasion to muse publicly on seesaws and their unique relevance to the UK life […]

Johnny shall have a new master

See saw, Marjorie Daw, Johnny shall have a new master, He shall have but a penny a day, Because he can’t work any faster. Speaking recently at an Insurance Society of Edinburgh do at a newly-yellow-pointed-hatty Standard Life House, I had occasion to muse publicly on seesaws and their unique relevance to the UK life […]

Direct action

If you’ve been watching TV recently, you’ll have spotted that service is everywhere. In our new and shiny Big Society we do love a campaign, so while Hugh, Jamie et al are saving the fish, Mary Portas and Michel Roux Jr are on a mission to improve customer service in the UK. Most of this […]

Direct action

If you’ve been watching TV recently, you’ll have spotted that service is everywhere. In our new and shiny Big Society we do love a campaign, so while Hugh, Jamie et al are saving the fish, Mary Portas and Michel Roux Jr are on a mission to improve customer service in the UK. Most of this […]

Shopping baskets, platform charges and Rolos

Back in the day, when I was learning how to sell endowments and transparency was the stuff of a madman’s dreams, I was coached to describe the charging structure as a ‘shopping basket’ of charges. This masterstroke of metaphor was intended to neatly sweep away the complexity of initial units, allocation rates, policy fees, AMCs, […]

Shopping baskets, platform charges and Rolos

Back in the day, when I was learning how to sell endowments and transparency was the stuff of a madman’s dreams, I was coached to describe the charging structure as a ‘shopping basket’ of charges. This masterstroke of metaphor was intended to neatly sweep away the complexity of initial units, allocation rates, policy fees, AMCs, […]

the lang cat gets published

Forgive the self-puffery, but a bit of a landmark moment for the lang cat. My first feature not as part of the corporate machine was carried in the fine publication we know as Pensions Management in their December issue. It’s a longer version of this post – what’s the right price for a platform? You […]

the lang cat gets published

Forgive the self-puffery, but a bit of a landmark moment for the lang cat. My first feature not as part of the corporate machine was carried in the fine publication we know as Pensions Management in their December issue. It’s a longer version of this post – what’s the right price for a platform? You […]

Why platforms are so complicated

If you listen very closely you can hear the faint gnashing of teeth in various large office buildings round the country. It’s said sometimes that providers are now run by accountants, not actuaries. But actuaries, like certain water-borne infections, are hard to kill and they’re hard wired into the DNA of these large companies. Why […]

Why platforms are so complicated

If you listen very closely you can hear the faint gnashing of teeth in various large office buildings round the country. It’s said sometimes that providers are now run by accountants, not actuaries. But actuaries, like certain water-borne infections, are hard to kill and they’re hard wired into the DNA of these large companies. Why […]

Impact of poor service

/ White papers

The Impact of Poor Service

We provided the research for a report, in conjunction with Parmenion, which reveals how far short of expectations many adviser platforms are falling. The research found that over the last 12 months, 88% of advisers needed to apologise to at least one of their clients on behalf of a platform, and that poor service delivery from platforms impacts 91% of advisers every day.

Impact of poor service

/ White papers

The Impact of Poor Platform Service

We provided the research for a report, in conjunction with Parmenion, which reveals how far short of expectations many adviser platforms are falling. The research found that over the last 12 months, 88% of advisers needed to apologise to at least one of their clients on behalf of a platform, and that poor service delivery from platforms impacts 91% of advisers every day.

/ White papers

Answering the Call

Service means a lot of things to a lot of different people. It’s so subjective it can be hard to put your finger on. This paper aims to challenge the status quo and inertia that’s built up in the sector for many years.