FA Service Awards: 5-star Winners: Life & Pensions

By working exclusively with advisers, Scottish Life understands the issues they face and, with RDR just around the corner, it knows they will be looking for product providers to help lighten the load.

Ewan Smith, managing director, said that the good news is, that it is market leaders in this area.

He added: “While we’re really proud of how far we’ve come, we’re even more excited about where we’re going. Building on the industry recognition we’ve enjoyed, we’re concentrating on the areas we feel can help advisers meet the challenges that lie ahead.”

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Mr Smith explained how Scottish Life has invested in the development of its services to help advisers streamline their workload and reduce some of the time-consuming administration that can often get in the way of what they do best – advising their clients.

He added: “Our new online servicing tools can be used to run illustrations, download review packs, make investment changes and so much more. But our commitment to providing the best possible service doesn’t stop there – we’ve created a team of dedicated consultants who are happy to meet advisers face-to-face and show them exactly where our online support can cut costs and add real value.”

Mr Smith said how it is also committed to delivering innovative products to the market: “Our Governed Retirement Income Portfolios have been developed to meet the needs of customers taking regular income from their pension. These are supported by a bespoke servicing tool – giving advisers everything they need to do business with us as efficiently as possible.”

Dentons

The ethos at Dentons has been one of delivering service and flexibility to clients without putting unnecessary barriers in the way.

Martyn Rose, chairman, explained that with the Sipp marketplace increasingly crowded the continued delivery of a market leading service proposition has become crucial.

Mr Rose added: “This is one of the few areas where a firm can really stand out and as a result service remains a key focus for Dentons.”

He continued: “Continuity amongst our staff generates long term relationships with advisers and clients. Regular internal training and staff meetings create a forum where experiences can be shared. Client feedback is sought and where appropriate, systems and procedures have been improved as a result. We are also involved in Investor in Customers who have assessed a number of companies where the customer base includes advisers and Denton’s score was one of the highest on record.”

Mr Rose said that as the industry changes, Dentons recognises that it is important for it to continue to evolve.

He continued: “We re-launched our Sipp proposition in February supported by a state of the art website and adviser Sipp web portal allowing 24 hour access to all relevant information they might need. The sales, technical and marketing functions have been strengthened and we have also launched a technical advisory service. This has helped us build a portfolio of case studies which we will showcase in the next round of our education seminars. Our regular communications and newsletters also help to keep advisers informed of industry, technical and company developments.”