Paul Feeney, the chief executive of Skandia's parent company Old Mutual Wealth, has vowed to tackle a series of administration problems impacting users since the start of the year.
Platform giant Skandia, alongside a number of competitors, has experienced teething problems following the switch to a commission-free world.
Advisers have said they are facing problems including remuneration statements showing they are still getting paid commission, despite having asked to move to fees, as well as issues with new business online and fund switches.
Graham Reeve, a chartered financial planner at Rational Finance, requested the platform pay the firm fees instead of commission ahead of the RDR deadline - an instruction he said was ignored.
The way Rational Finance handles its remuneration means the firm's GABRIEL report is likely to come under scrutiny by the Financial Services Authority.
Reeve said: "The sensible thing from a customer service point of view would be to admit they weren't going to have it done in time and get in touch," he said.
Feeney said issues with administration generally are not acceptable and are being tackled as a priority.
"I want to say sorry to the adviser market that we are having some issues post-RDR," he said.
"We should be doing better and we will fix it."
A number of IFAs have also contacted IFAonline to complain about problems communicating with Skandia's sales force since the group cut staff numbers and re-structured the sales team.
Skandia has re-organised its sales team into platform service relationship managers and wealth solutions consultants.
Feeney said although there have been some cuts to the sales team, the majority of the job losses were felt elsewhere.
Nonetheless, some advisers have complained they no longer have a contact at Skandia as a result of the changes.
Julian Stevens, owner of Harvest IFM, said: "We had a very good broker consultant, but he took voluntary redundancy and now he is working for an IFA down the road.
"We phoned up and asked when we would receive contact from our new consultant, and the response was that it was all in the melting pot and 'we cannot tell you anything'.
"Skandia must know that there are a lot of unhappy advisers out here, and that it needs to work hard to hold on to the community. It has had a lot of support and it must realise that is in jeopardy."
Feeney told IFAonline's sister title Investment Week that every adviser has a sales contact but because of the changes to the sales force, some staff had not yet been in contact with their advisers.
Feeney said the vast majority had made contact with their advisers, but said under 10% of advisers may not have spoken with their Skandia contact as yet.
"In the next few weeks, every adviser will know their contact at Skandia," he said.
Feeney (pictured), who became chief executive of Old Mutual Wealth in 2012, added his main aim in the short-term was to cut out complaints from advisers.
He also set out his goal for Skandia to become the most trusted wealth solutions provider in the market.
"My top priority now is not to have any IFA complaints. We cannot afford to have that. We have had a few administration problems and I really am sorry for it, but it will be fixed," he said.
For more on Old Mutual Wealth and Skandia's plans for 2013 and beyond, see the next issue of Investment Week, out next Monday.
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