Putting customers first

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Our determination to put our customers first applies right across our business. From making sure your clients get the information they need the first time they contact us, to adapting processes for vulnerable clients – we’re totally committed to delivering all-round outstanding client service.

In a Consumer Duty world, that’s more important than ever.

Clear consumer understanding is essential – and when we minimise questions and queries by giving people the right information in the right place at the right time, we free up more time for you to spend with your clients, building strong, positive and lasting relationships and delivering the best possible outcomes.

The proof's in the pudding

Between July and September 2023, we’re proud to say 87% of calls were answered in 20 seconds or less – far above the industry average. Our average telephone wait time is 12 seconds. Our absolute worst wait was 27 minutes – only because we were evacuated by our fire marshals. (False alarm)

Real time support is vital and Live Chat is becoming an increasingly popular way for advisers, planners and administrators to contact us.  We’re very proud of our 4.78 out of 5 Live Chat rating.

The power behind these numbers sits with our dedicated Client Services and Operations teams.  

They work exceptionally hard to give advisers and clients the best service possible, every time, with our Operations team processing new business applications within 24 hours, 100% of the time.

What do our customers say?

"Putting the competition to shame. Keep it up - thank you!"

"Your Client Services Team are absolutely great, always easy to get hold of, very friendly and helpful. As well as your platform being so easy to use, this is why I keep using you"

"Amazing response and effort to resolve my query and get to the bottom of the issue in a professional and friendly manner. Exceptionally helpful and dedicated to exemplary customer service, as always"

Why's it so important?

Bad customer service can cost you and your firm money, customers, and reputational damage. Our research with the lang cat found 88% of advisers have had to apologise to clients for platform issues in the past year, and 91% say poor service impacts them every day.

Poor customer service costs UK businesses £11.4bn a month in productivity – that’s why we devote many hours every month to train our staff so they are knowledgeable and competent.

Want more from your platform?

Find out what it’s like to work with us and see for yourself why we’ve been voted the UK’s Best Platform for advisers.

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.  

Speak to us and find out how we can help your business thrive.