Service & Support

Above and beyond for the best client outcomes

Here when you need us

In terms of supporting your requirements so you can deliver the best client outcomes, we like to think we go above and beyond.

Our underlying systems, as well as our service operation, are global, so although complex jurisdictional issues are always dealt with by local expertise, more common queries around trading, rebalancing, basic administration and more can all be handled by any of our teams. It’s just one of the ways we bring our global experience to bear for you and your clients’ benefit.

Getting to know you

We develop close relationships with the firms that partner with us. You’ll have named contacts to get to know, from your relationship manager through to senior management, who take the time to get to know every firm. We never, ever take your support for granted and you will always have direct access to to the people you need.

On the servicing side you’ll have a named lead contact and a deputy from our Adviser Support Team. They’ll take your queries, resolve them immediately if they can, but if not they’ll pass them to the relevant expert area to work on.

We get how frustrating it is when you are expecting updates and you don’t get them. Communication is at the heart of our business – it has to be with our global footprint – and if we say we will get back to you with an update (even if it’s not news you want to hear) then that’s exactly what we’ll do.

Working alongside you

When you adopt any new platform there are things to learn. Much of what you’ll experience here is very similar – but better – than what you’re used to from other platforms, but we all have our quirks. For example, we have a different way of thinking about portfolio structures than most platforms.

You won’t be alone at any point. Once we decide that we’re a good fit for one another, our Implementation Manager will work alongside you for six weeks or beyond. They will tool you up so that you can run smoothly and efficiently as soon as possible. You’ve heard the old adage about how if you give someone a fish they will eat for a day, if you teach them to fish they will eat forever. That’s our approach, except we also bring fish along at the start. (We should stress that the fish are metaphorical in this context.)

Are you experienced?

The truth is that the only way to really understand our service proposition is to put us through our paces. We welcome all kinds of scrutiny, and like nothing better than welcoming prospective partner firms to our servicing areas and showing you round.