Have service standards fallen among SIPP providers?

Mary Stewart, Hornbuckle Mitchell: "The whole ethos of self-investment is that the member is in control of the fund, making it a very ‘hands on' style of pension. In this environment, providers who do not give good service get noticed and are unlikely to survive long-term. The rapid growth of the SIPP market and the dawn of regulation has certainly driven up standards. We have invested in a sophisticated system that allows our team supervisors to monitor individual tasks to ensure they meet our published service standards - which they do 99 per cent of the time. But I am still amazed by the...