Paul Pettitt: Don't set consumer experience of financial services back 10 years

Whenever, as an industry, the financial services sector discusses and proposes how processes can be improved, it is vitally important the end-consumer is kept very firmly in mind. While there were some good points in the Improving pension and investment transfers and re-registration consultation paper, issued at the end of last year by the Association of British Insurers and industry bodies, the proposal any ISA or GIA re-registration and pensions transfer process should include a 48-hour ‘service level agreement' (SLA) for each step of the process, could set the industry and consumers b...