Customer Services Team update December 2022

Dear client,

Further to my update on 10th November I am pleased to say that our new Customer Service team are now in place. We are excited to welcome Kerri Binks as our new Customer Service Senior Manager, Clare Woodrow as Team Manager, and Hannah Reddish as Team Leader.

As I am sure you will understand, there will be a continued period of cross-training within the team and introducing our new members to all of you. We appreciate your continued support as we work to deliver a larger, stronger, and more resilient team.

Freshdesk Housekeeping

The team have also been working to review open tickets and we are performing some housekeeping activities to ensure only necessary tickets remain open, and we can address your queries as soon as possible.

As a reminder, following a Freshdesk ticket being set to the ‘Resolved’ status, submitting a new comment or confirmation of receipt re-opens the ticket, adding it back into our list of tickets to review. We would be grateful if you would only add additional comments where you have a further query on the matter and the issue is unresolved.

As always, guides and FAQs on a range of different topics can be found on our Knowledge Base, and our updated ‘Freshdesk Hints and Tips’ is available.

December SS&C Hubwise SIPP Income Payment Dates

Due to the bank holidays and reduced hours over the Festive period, we will be amending the cut-off date for the 28^th December payroll for SS&C Hubwise SIPP accounts. The payment dates themselves will not be impacted, only the cut-off dates by which you must have submitted any income requests. If you do not meet the cut-off date for the relevant payroll, the client’s payment will be included in the next payroll date. 

For single withdrawals of tax-free cash (pension commencement lump sum, PCLS) this is paid out as soon as funds have settled, and so please be aware non-trading days will impact this timescale. 

Payrolls will remain the same in all other aspects – on 14^th and 28^th of December we will make payments relating to regular PCLS or taxable income, one-off taxable income, and one-off UFPLS requests for SS&C Hubwise SIPP accounts. New requests are submitted through the portal in the normal fashion. 

14th December 2022 Payroll

• Cut-off date - COB Monday 5th December

• Payment date - Wednesday 14th December

28th December 2022 Payroll

• Cut-off date - COB Monday 19th December

• Payment date - Wednesday 28th December

Christmas Opening Hours

Finally, I thought this was a good opportunity to confirm our Christmas hours and these are noted below. During this period, we will be operating with reduced staff, however, we will be on hand to support with any queries you raise.

• Friday 23rd December - 9am – 2pm
• Monday 26th December - Closed
• Tuesday 27th December - Closed
• Wednesday 28th December - 9am – 5pm (Normal working hours)
• Thursday 29th December - 9am – 5pm (Normal working hours)
• Friday 30th December - 9am – 2pm
• Monday 2nd January - Closed
• Tuesday 3rd January - 9am – 5pm (Normal working hours)

Kind regards,

Douglas Boyce

Managing Director