One year on: The Impact of Poor Platform Service
The Impact of Poor Platform Service has returned for its third year. Backed by independent research from the lang cat, it uncovers the harsh reality of platform service. The good news is things have improved, a little. The advice profession is telling us that service standards have inched forward this year. But now’s the time to press harder, not to ease off.
Have things improved?
The findings here show an industry that's still not functioning well for its advisers. A massive 90% of advisers still had to apologise to clients because of poor platform service. And whilst we've seen an improvement from last year, half of financial advisers are still seeing their business impacted by poor service.
Six questions to ask your platform
The lang cat closes the guide with six questions to ask your next platform (or platforms), so you can make an informed, side by side assessment of their service proposition.
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Who are Parmenion?
We're a forward-looking investment platform with cutting-edge technology, dedicated to providing an exceptional customer experience.
We believe in the power of partnership to help advice businesses thrive and share the frustration felt by profession when outdated processes hinder its full potential.
The service experience we work hard to deliver
Our research shines a light on how poor platform service affects advisers, so we also want to be transparent about our own performance. Here's a snapshot of our 2025 service stats.
When service goes right, it looks deceptively simple...but behind that simplicity sit the conditions that make it possible: trained, empowered people; clear processes; honest communication; and technology that amplifies rather than replaces human judgment.
Steve Nelson
Insight Director, the lang cat
