Latest Update on Customer Service – 18 February 2022

Dear Client

I am pleased to say we have just published a ‘Freshdesk Hints and Tips’ document on Knowledge Base in the ‘Top Tips’ section.  Here is a link which I hope you find useful:

https://hubwisecouk.freshdesk.com/a/solutions/articles/42000093126. 

As noted in my last update, we continue to trial different approaches to try as far as possible, to maintain a reasonable level of service while we train our new starters. Thank you for your ongoing patience and understanding with this.   

You may recall from my last update, to enable us to accurately measure service level performance, we planned to move to using ‘closed’ as opposed to ‘resolved’ statuses, alongside removing the ability to reopen ‘closed’ tickets.  While we cannot fully achieve this with the functionality on Freshdesk, adhering to the points noted in the Hints and Tips, will achieve a similar outcome. We will therefore continue the housekeeping we had started, moving now to reviewing tickets with the status ‘awaiting customer’ and updating them to ‘resolved’ where appropriate.

With Tax Year End (TYE) fast approaching, we have re-activated the TYE marker on Freshdesk, to identify priority queries throughout the period.  A note outlining the relevant cut-off periods is attached separately to this email.

While writing, I also wanted to highlight the FCA’s PS21/21: the stronger nudge to Pension Wise guidance (PS21/21), which takes effect from June this year. This will impact The Hubwise Hartley SIPP process and the initial view from Hartley is that they will need to engage with the underlying investor in the following situations: 

We will write again when we know more. 

In the meantime, please do raise a Freshdesk ticket or email us at customer.services@hubwise.co.uk with any questions.

Kind regards

Douglas Boyce

Managing Director