Unsurprisingly, there have been a flurry of comments from intermediaries following the ABI's report last week into IFA "contact centres", which suggests IFAs would get better service if they were politer.
Many commentators argue advisers are not deliberately rude, but take offence themselves to spending 20-25 minutes on the telephone. Roy Pearce, ofKMG Financial in Reigate, Surrey, says call centres “try the patients of a saint”, especially when it is the IFA paying for the call. I have been employed in the financial services industry for over 40 years and I have never heard anything so ridiculous in my life! There are undoubtedly IFAs who can be rude as a matter of course and I have spoken to them on many occasions. These days, call centres would try the patience of a saint and it is ine...
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