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Service Levels

Service is the backbone of our business. Without high levels of service, we cannot expect to retain clients and attract new ones.

Download more information

We maintain and publish service levels standards and these are available in the downloads below. They also form part of our SIPP and SSAS brochures.

There is more to good service than tables of turnaround times:

  • Is the work being done properly? (Not the same as doing it quickly!). We ensure a high level of care by employing quality staff and supporting them with good training and robust systems.

  • Are we measuring ourselves against our standards? We monitor our performance against the published standards, to ensure we meet our targets.

  • Do our clients think that we offer a good service? We obtain feedback via regular client surveys to confirm their opinion of us.