It has been an 'exceptionally busy' year for service


Improving service levels to clients and advisers has been paramount across financial services, despite the hectic year many providers have witnessed.

Speaking to chief reporter Sally Hickey at the FTAdviser Financial Adviser Service Awards 2022, Jonathan Buckle, national account manager at NatWest, said: "From a service perspective it has been extremely busy just through the volumes of business we have been seeing in the mortgage market."

He was commenting on the importance of delivering great service to advisers and clients - and expressing his thanks to the thousands of FTAdviser readers who voted to give providers the coveted four and five stars that signify top-notch service levels.

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His fellow national account manager Luke Christodoulides, said it was wonderful to be able to bring together their colleagues to the prestigious FASAs this year, at the Natural History Museum, to celebrate.

Christodoulides added: "There are lots of colleagues who had never met each other, apart from on Zoom, and it is wonderful to come together to celebrate."

"Despite being in financial services for 21 years I have never been to the Natural History Museum. It is an iconic venue and to be here celebrating service, which is not always celebrated, is wonderful", Buckle added.

The FASAs, now in their 32nd year, were thankful to have NatWest as the headline sponsor this year, enabling the must-attend industry event to take place. 

Jacqueline Wilkins, director of retail business development for Just, agreed, adding: "It is great to get back here to a face-to-face event."

Tracy Harris, customer services director at M&G, commented: "It's great to get people through different levels of the organisation here, people who have really contributed on a day-to-day basis of serving [advisers and clients]."

She added: "I am definitely up for being here next year".

To listen to their full comments and those of other four and five-star winners, click on the image above.

To read the full lists and find out who won five stars (and who only got one star), click on this link.