Charter to restore confidence
AMP Financial Planningis attempting to restore some of the recent loss of confidence in financial planners through the launch of its Client Charter — a feedback and expectation setting vehicle for new clients.
AMP Financial Planning managing director Greg Kirk says the tool is largely a response to the Australian Securities and Investments Commission and Australian Consumers Associations’ shadow shopping survey.
“The survey was the trigger and was a wake-up call to myself and to the group’s financial planning business. It made me think there must be a better way we can engage with the customer,” Kirk says.
“Our customer charter establishes a new benchmark in transparency and accountability, and will provide us with real measurements against which we can continually improve our level of service.”
Kirk says the charter sets expectations of what clients should receive in terms of customer service and the way in which the adviser process is run.
He adds that while the move may be deemed as a ‘big brother’ approach by some of AMP’s aligned planners, he is confident that the group’s planners are already performing and the charter will only reinforce this.
“The financial planning and advice industry needs to build greater levels of confidence from Australian consumers. AMP Financial Planning is putting its money where its mouth is and taking positive steps to gain this confidence,” Kirk says.
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