Transfer Bureau -

Service Levels

Transfer Bureau offers two service levels.

We are aiming to work to the following service levels:

PLATINUM / AD-HOC CASES

Review of Initial Scheme Information within 4 working days
Review of Ongoing Scheme Information within 2 working days

STANDARD CASES

Review of Initial and Ongoing Scheme Information within 10-15 working days

PLEASE BEAR IN MIND THAT THE SERVICE STANDARDS ARE NOT CONTRACTUAL, THEY ARE TARGETS THAT O&M AIM TO ACHIEVE!

REDUCED SERVICE STANDARDS IN EFFECT  - Click Here for More Info

The standard service is an economical option and is designed as a hands-off service. The adviser firm can track progress of the case via the case tracking website.

The platinum service provides a faster and more personalised service. We will liaise more closely with the adviser firm regarding the case progress and what issues are outstanding.

Around 70% of cases are submitted via the Platinum Service.

O&M does not guarantee that a report can be produced for any deadline, especially as we are reliant on schemes providing any requested information.

If a 3 month Transfer Value (CETV) deadline has expired, the client can usually still transfer though the scheme may charge to recalculate a fresh CETV. O&M will produce the TVAS report using the CETV supplied by you and will not request a new CETV unless instructed to do so.

The admin team has a service standard of 4 working hours to log emails and post against a case, or log new cases. Therefore, items arriving in the post should always be logged into our system on the day the post is received. Emails received after 1pm may not be logged into our system until the following day. Our service standards detailed below take effect from when the item is logged into our system.

 

 

Feature Standard Platinum
Service Comparison
Collation of all data from scheme to produce report.
Liaise with scheme on queries, missing or inconsistent data.
Before dispatching the TVAS report, it is fully checked by a different analyst. This additional procedure ensures quality of service and stops 1 persons interpretation of the scheme rules leading to an inaccurate TVAS report. Final checking of a case takes an additional 1 day (24 hours).
Copies of correspondence with scheme provided to Adviser firm whilst case is in progress, so can discuss items outstanding.
O&M can discuss with the Adviser Firm reasonable assumptions to make to speed up the dispatch of a report.
O&M team will provide an update on any case over the phone
Adviser Firm can track progress of case via O&M website
Letter of Authority required which allows O&M to deal directly with the scheme administrators.
Pension sharing / divorce cases.
Retrospective reports where the advice has already been given.
Weekly review of case by case owner and scheme information chased if required.
Copy of scheme information provided on case completion.
Liaison between the Adviser firm and O&M regarding any outstanding issues with case as it progresses.
Digital PDF download of report.