Question: How can service standards (particularly transfer times) be improved within the pensions industry? Is regulation the only way?

Nick Bladen is head of pensions marketing at Skandia Pension transfers in particular can be cumbersome and take far too long, not least because of the number of parties involved. Providers need to take a good hard look at their processes and identify where they can be streamlined. At Skandia, we have recently thoroughly reviewed and re-engineered our transfer process, ensuring that we deliver against customer expectations. We have achieved a much leaner process and this will continue to evolve to meet future customer needs and expectations. Good service is not just about being 'good eno...