01206 805405

Transfer Bureau -

Service Levels

We are aiming to work to the following service levels:

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

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

Normal and Current Service levels as at 7th March 2018:

Normal Service Level Task Current Service Level
1 Working Day Initial Logging of Case 0 to 1 Working Day
4 Working Days Initial Scheme Info Review 2 Working Days
2 Working Days Further Scheme Info Review 1 to 2 Working Days
1 Working Day Final Review by Senior Analyst 0 to 1 Working Day

 

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 above take effect from when the item is logged into our system.