I share your opinion - my TD company is taking 90% of the payments that I am making in fees and I get very little contact from them. Don't get me wrong, if I don't hear from them and can get on with the day to day grind then fine. I think though that a little contact now and then is not too much to ask.

In my recent post I told how on contacting my IP to discuss an ongoing issue I was advised that the person dealing with my case was on leave and I would have to wait until she returned. Fortunately it is only one day but if it had been two weeks then this would have been really unacceptable.

We pay not too inconsiderate fees and on many occasions are not getting the level of service desired..grrr.

I appreciate it must be difficult when you have built up some kind of relationship with someone, and then they suddenly disappear. I hope the change of staff will not cause too much trouble for you, as you seem otherwise happy. Often people don't find out if there s a change until it is time for their review, simply due to the volume of cases they have.

Good point Shona , it seems we are but a commidity to sum firms . Is there a statue in law that gives as a minimum level of service ?. The golden gosse is starting to lay bad eggs for my trustee .

Hi pinalta.

It might be tough to determine service levels in that way as they are, to a degree, subjective.

There are complaint channels though, and regulatory supervision.

I understand your frustration that you weren't notified of the change in advance, but to be fair at least you do have a dedicated case manager that you can contact directly, Amerififer. Many firms do not operate this way and their trust deed clients might easily speak to a different person every time they phone. I imagine a much more frustrating experience!

Wow Kevin.. I honestly didn't realise that.. I just figured all the trust deed companies worked the same. Aye im greatful to have HAD the same person. Just tough to deal with a new person when going through this tough process.
I'll adjust 🙂 just was really frustrated when i posted it .

RSM Tenon wrote to me on 2 occasions to inform me of a change in case manager. This often occurs due to career progression etc so cannot really be helped,but a letter to all clients really is a good way to keep us informed.

Paul

My trustee changed 3 times and my contact changed 4 times. The only way I found out was when the statements came in, it had a different signature on it and a paragraph saying that someone else had taken over my case.