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

Think from consumer perspective

clock • 3 min read

Paul Pettitt explains why the financial services sector could be about to take a regressive step in the name of supposedly improving pensions and investment transfer and re-registration times

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...

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