Our commitment to putting customers first has never wavered – and 2025 has been no exception.
From investing in team training to ensure accurate answers on the first call, to providing extra support for vulnerable customers, we’ve made delivering excellent service our top priority.
Above all, we’re focused on helping you deliver the right outcomes for your clients. Whether it’s through clearer client reports, improved communications, or new self-serve tools, we’re here to support you every step of the way.
Results that speak for themselves
Making tomorrow better than today is part of who we are. In 2025 [1], we’ve exceeded most of our 2024 [2] service targets:
- 92% of calls answered in 20 seconds or less (up from 88%)
- 94% of emails responded to in under 48 hours (up from 85%)
- Live chat support rated 4.8/5 by advisers, paraplanners, and administrators
We also handle the hard work, so you don’t have to. In 2025, we processed 100% of new business applications within 24 hours and manually chased 98.9% of transfers within 10 days – saving you time and hassle.
We couldn’t do this without our dedicated Client Services and Operations teams, whose expertise and commitment make all the difference.
So what?
We know advisers are calling for change. Our research with The Lang Cat – Impact of poor platform service report – shows that 90% of the profession had to apologise to clients on behalf of providers last year – a stark reminder of the cost of poor service.
Bad customer service doesn’t just frustrate clients; it can cost your firm valuable relationships, profits, and growth opportunities. That’s why we go the extra mile to make sure you get the service you deserve.
Learn from advisers who work with us
Want to see how we put these commitments into action? Read our 2025 case studies to discover how advisers like you have benefited from working with us. From smoother processes to better client outcomes, these stories show what exceptional service really looks like: Read our 2025 case studies.
Want to work with us?
Like the sound of our exceptional service? Get in touch to experience what it’s like to work with us and see how we're rated by the experts.
[1] Source: Parmenion, 1 January 2025 - 31 December 2025
[2] Source: Parmenion, 1 January 2024 - 31 December 2024
This article is for financial professionals only. Any information contained within is of a general nature and should not be construed as a form of personal recommendation or financial advice. Nor is the information to be considered an offer or solicitation to deal in any financial instrument or to engage in any investment service or activity. Parmenion accepts no duty of care or liability for loss arising from any person acting, or refraining from acting, as a result of any information contained within this article. All investment carries risk. The value of investments, and the income from them, can go down as well as up and investors may get back less than they put in. Past performance is not a reliable indicator of future returns.
