Good service is the heart of a good business

Professional Adviser
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The Merrill Lynch and Unilever settlement has important implications for financial services, not so ...

The Merrill Lynch and Unilever settlement has important implications for financial services, not so much about performance as service standards. At its heart Unilever was more concerned about whether Mercury, as it then was, was providing sufficient level of attention to the pension fund rather than the issue of actual returns generated. In other words it is the old adage rolled out time and time again by product providers: you can't guarantee performance but if you can guarantee good service clients will come back to you time and time again. So if the fund management industry starts to...

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