Getting the basics right
When you ring us, you will get straight through to our experienced UK based service team with no buttons to press. We aim to answer your queries straight away. On the odd occasion that we may need more time, we’ll let you know how long it will take. If we need to call you back, we’ll agree a convenient time with you and stick to it.
If you write to us
We’ll write back to you within five days. If we need to do more work to answer your query fully, and can’t do this within five days, we’ll let you know when you can expect our response. And we promise not to baffle you with jargon.
Keeping it simple
We will communicate with you in a clear and simple way that’s easy to understand.
Your plan’s performance
We will give you annual updates on the performance of your investment plan.
If you apply for a new protection plan
We guarantee to provide the protection you need within 24 hours of receiving your fully completed application form. In some cases, more medical information may be needed before we can provide the cover you need. If this information changes the terms initially quoted, we will let your financial adviser know straight away.
Peace of mind when you need us most
When you need to make a claim or a withdrawal from your investment our service will be prompt and efficient. Some paperwork will be required to make the payment but once we receive this, we will send the payment out to you within four working days. If you get into difficulty with your payments, we’ll actively look for ways to help you get back on track.
If you leave us
We’ll be sorry to see you go. We may need some paperwork to cancel your plan and we will explain what’s needed from the outset. Once we receive this we will send out the correct amount of money due to you within ten working days.
From the moment we receive your application, we’ll do our very best to set your annuity up quickly so that we can start making payments to you.
We’ll contact the company holding your pension funds and ask them to forward the money to us. We belong to an industry scheme called Options which is committed to transferring funds from one pension company to another as quickly as possible for the benefit of customers.
Once we’ve received the final funds and all the relevant paperwork, we’ll make sure the annuity is in place within two working days.
Paying out money to you
You can rely on us to pay you on time. We use electronic transfers, so the money from us goes straight into your bank account and usually clears within a few days.
Pension Commencement Lump Sum
If we’re paying you a Pension Commencement Lump Sum (also known as the tax-free cash sum), we’ll pay it directly into your bank within two working days of receiving the cleared funds and relevant paperwork from your pension provider. This also applies to annuities where the originating pension plan is held with MGM Advantage.
Regular income payments
We promise to pay the correct amount of money directly into your bank account on the agreed date or the next available banking day.
Every year, we’ll send you a P60 form which you should keep safe in case you need it for taxation purposes.
If you have a Flexible Income Annuity, we’ll send you a statement each year, explaining the value of your policy and the charges and bonuses that have been applied to your policy over the course of the year.
Every five years (sooner if you ask us), we’ll review your Flexible Income Annuity policy and let you know the value and the new minimum and maximum income levels you can choose from.
Putting things right
We hope you’ll be delighted with our service and we’ll always try hard to get things right first time. However, if you ever have cause to complain, this is what we’ll do:
- Acknowledge your complaint within five working days
- Assign a member of our team to take personal responsibility for putting things right and let you know their name and how to contact them.
- We’ll aim to put things right within five working days and if we need more time to resolve complex matters, we’ll let you know and keep you informed every step of the way