We're thrilled to have received a five star service award in the platform provider's category at last night's Financial Adviser Service Awards.
This award is voted for by advisers, so thanks to each and every one of you for your vote, we're truly grateful.
We’re pleased to have quickly adapted to the Covid-19 situation this year, supporting you as you started remote ways of working. We allowed scanned copies of documents to be submitted shortly after lockdown; and have since adapted to accept electronic signatures. As part of this, we have sought to make more of our communications and processes as paperless as possible.
We’ve also delivered a major platform upgrade in recent weeks which has seen a range of new developments to support you in running efficient businesses. These include being able to key your own ad hoc fees, the introduction of phased investing and improvements to our bulk model portfolio trading tools.
We also implemented a new phone system, enabling a quicker and more personalised service - 90% of calls are answered within 30 seconds.
We'll continue our drive to reduce paperwork required from firms, and are looking to continue the digital development of our new business processes into next year. In addition, some of our planned developments are a faster withdrawals process, enhancements to the Nucleus Go client portal and improvements to our client reporting and capital gains tools.
Our strategy has always been to create value through greater alignment of you and your clients, and the service we deliver to you underpins that core aim. This year has clearly been a challenging one, and we’re proud to have been able to rise to that challenge by maintaining stable operations and delivering some significant platform developments during this time.
We intend to continue investing in our service and our platform to make sure we continue to meet the needs of you and your clients now and in the future.
Thank you for your continued feedback and support.
Think big. Act small. Be humble.