Adviser network Tenet has hit back at claims that advisers affected by its back office switch received inadequate training.
Problems started after Tenet switched its back office system to Intelligent Office in late September.
The move triggered several problems for advisers new to the system, in particular mortgage advisers, many of whom complained they stopped receiving commission payments or could not identify where the payments had
Tenet admitted last week about 16,000 payments were stuck in the system, but efforts to release them had been made by the end of the week.
Several advisers told Financial Adviser they had not received adequate training ahead of the switch, which meant they could not use it properly.
Andrew Dawson, a chartered financial planner at Coast to Coast in Cornwall, said his company received only one-and half hours of training in addition to online tutorials.
He said: “I don’t think the online stuff was that useful, as while it is an example of someone showing you where to type, there isn’t the chance to do it yourself.”
Intelliflo, which operates the IO system, states on its website that an adviser should receive six hours of training.
An Intelliflo spokesperson said: “We worked with Tenet to agree a training plan and offered their member firms a blended learning approach, which incorporated both e-learning and face-to-face/instructor led online training.
“Since the initial go live, we have continued to support Tenet’s own team to provide further onsite and online training to those that have requested follow up sessions with Tenet directly.”
Tenet refuted the claims. A representative said: “Tenet provided more training than the basic recommendation from Intelliflo, which included face-to-face or online training, as well as an e-learning module.
“We have also employed 20 additional staff for training and support. Both pre and post-launch, we have provided... a wide range of self-serve training and guidance, including webinars, a comprehensive IO handbook... and FAQs, plus a full-time dedicated IO help desk since implementation.”
Three advisers told Financial Adviser they intended to leave Tenet over the issue.
Tenet declined to comment on contractual matters.