Adviser > Individual > How our 5 star service can benefit you
How our 5 star service can benefit you
We can say with confidence that our service is 5 star - because our advisers have told us so.
We've worked hard to achieve the 5 Star Award for Excellent Service from Financial Adviser - the top industry accolade for service. It shows that we understand what our customers need and we’re delivering on this.
Delivering the right mix
Our customers are at the centre of everything we do. That’s why we’re constantly looking for ways to improve our service to make it easier for you to do business with us.
Our key service ingredients include:
- Dedicated support and flexibility
Our dedicated team will work closely with you to make sure you and your clients get what you need, whenever you need it. Think of our people as part of your team as we will tailor our service to suit your requirements.
- Quick and transparent processing
Our new business tracking system gives you a single view of all your live cases within the pipeline. So you don't need to waste time chasing us for updates and can instead concentrate on developing your business.
- Easy access to policy valuations
Our back office systems allow you to access all policy valuations in the one place. This means less time searching for valuations and more time spent advising your clients.
What you can expect from us
We aim to:
- make commission payments within5 days of case completion.
- acknowledge applications within 24 hrs.
- apply transfer payments within 48 hrs of receipt.
- pay PCLS within 5 days of receipt of transfer payment.
For more information, download our customer service factsheet.
- Streamlined processes
We use Origo Options to streamline the process for Open Market Options and pension transfers. This removes unnecessary paperwork and phone calls and means less chasing to find out what stage the process is at or where the funds are. You also get your fee faster.
- Clear customer documentation
We’ve simplified our customer communications which mean fewer time consuming queries for you, letting you focus on advising your clients. We've already improved our annual statements for Income Release and a major overhaul of our other customer communications is underway.
- Product and technical support
We have the best people in the business to provide you with relevant and timely product and technical support, whenever you need it. Our online Technical Central covers everything you need to know about pensions in the one place. We also offer advisers an easy to use literature library, holding a wide range of support literature to help you do business easily.
For more information on our service and how we can help your business, please speak to your usual Scottish Life contact.
For professional advisers only
