How one adviser impressed an HNW client by fixing provider delays

Client Context

Michael* worked with a portfolio of high-net-worth clients who expected efficiency and professionalism at every stage. Many of his cases involved clients with multiple pensions, legacy investments, and complex holdings spread across different providers.

The issue was that provider responses were painfully slow. Chasing, waiting, and then discovering inaccuracies in the data was becoming routine. Clients were frustrated, and Michael felt his reputation was being undermined by delays that were out of his control.

The Challenge

Working with HNW clients magnified the issues:

• Multiple providers to chase for every case
• Errors and missing details in the information received
• Clients questioning why things were taking so long

Michael knew he needed a way to speed things up while maintaining the polished service his clients expected.

The Turning Point

When a long-standing client questioned whether his team was “on top of things” after weeks of waiting for data, Michael realised he couldn’t afford for provider inefficiency to impact client trust.

The Solution

Michael partnered with Plus Group for LOA Chasing & Checking support. We:

• Took over chasing providers until every piece of information was received
• Checked responses for errors and completeness before handing them back
• Kept Michael updated so he could reassure clients their cases were progressing

Implementation Insight

We started with one of his most complex clients — a business owner with five pensions across different providers. By handling the chasing daily and checking the accuracy of responses, the full information pack was pulled together in a fraction of the usual time.

Results

• Faster provider turnaround times across multiple pensions and investments
• Data checked for accuracy, reducing the risk of errors in advice
• Clients experienced smoother, quicker service, reinforcing Michael’s reputation

Emotional Impact

For Michael, the biggest win was reassurance. Instead of feeling embarrassed in front of clients because of delays he couldn’t control, he could confidently deliver advice on time and maintain his premium service standards.

Before vs After

Barriers Addressed

Michael worried outsourcing might make him feel disconnected from client cases. Instead, Plus Group gave him updates he could pass directly to clients, helping him appear more proactive than ever.

If your clients expect speed and professionalism but provider delays are holding you back, Plus Group’s LOA Chasing & Checking support ensures information arrives quickly and accurately.