RE: Deeply unimpressed8 Apr 2019 18:03
I can see why that'd be annoying Roscon. Most of the time people in call centres aren't the experts unlike the people in the back office who do the actual work, but often times they will call through to their back office admin teams to check facts on things that you phone up about. It's really weird they wouldn't give you any indication about turnaround times, especially during the run up to tax year end. You might have just spoken to someone inexperienced (or someone who was afraid of having to give bad news about turnaround times or cut offs, there are lots of those in call centres).
When phoning a call centre it's best to not to rely on them as experts who know everything I find, we would get far less complaints if customers would probe carefully with their questions and act like the experts themselves. Us people on this forum can definitely do that since most of us are switched on enough that we don't have financial advisers and do all our own investing, but we obviously expert the platforms to give us the information we need.
A few tips when working with your investment platform that might benefit everyone, is to just learn their little quirks about how they work. What their turnaround times are, whether they can accept forms via scanned copies in emails or whether they need the originals with wet signatures, what instructions they can accept via emails/phones and what they need in writing, what their deadlines and cutoffs are, etc. Basically to study how they work as some kind of wild beast or something.
It's also a good idea to get email confirmation of some things, as if it later turns out they gave you incorrect information, like when they've said they'll do something they later want to go back on, if you have it in writing they may do you a one off favour because of it.
If you think you've been disadvantaged because of a transaction that could have happened in the last tax year but was missed, where it could have been avoided, and you say this to them, they would probably take it as quite a "serious" complaint (at least we would at my place). I think it may have been a poor omission on their part to not tell you the turnaround times.