With tax packs delivered to clients at the end of May, another tax year is officially wrapped up.
For our Client Services team, that means moving from one of the busiest periods of the year back to business as usual. As contact volumes begin to normalise, our focus remains the same: helping advisers get the answers they need, quickly and confidently.
Service stats: declassified
Research suggests that nine out of ten advisers have had to apologise to clients because of poor platform service in the past year. That’s why our Client Services stats are a secret worth sharing.
In May 2026, 89% of calls were answered within 20 seconds, while our abandoned call and live chat rate remained at 0%. We also achieved a 4.8 out of 5 live chat rating, and 96% of emails were responded to within two working days.
One of the most important parts of being able to provide excellent service is having the right people, culture, and support behind the scenes.
That’s why we’re proud to have been named as one of The Sunday Times Best Place to Work. A collaborative culture helps our teams work together effectively, solve problems quickly and deliver the service advisers expect.
Your most common questions answered
While service levels tell one part of the story, the conversations we're having with advisers tell another. Here are two of the most common questions we've been helping firms with recently:
Q: How can I produce an illustration for my client’s portfolios?
A: We produce illustrations for SIPPs, and Investment Management Reports (IMRs) for ISAs, GIAs, and SIPPs.
You find out more about what an IMR shows and how you can produce both reports on the platform.
Q: How can I instruct two internal transfers from one portfolio at the same time?
A: Both transfers should be submitted together as part of the same instruction using the Transfer between Internal Investments tool.
Agent Spotlight
We’ve had three new additions to the team, Max, Thomas, and Caspar. If you haven’t already spoken to them, I’m sure they’ll be helping your firm shortly.
Want early access to see what is coming next for our platform and new features?
Join our Product Showcase Webinar on the 7th of July, where we’ll share what’s next.
As always, if you have any questions, feel free to contact the Client Services team and we can help you out. Who knows, you might even be talking to the person who wrote this!
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.
