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Hi there
I haven't heard the expression "mugging off " since I left London 10 years ago so that has made me smile. However in the context its saddens me and I'm really sorry that's the way you feel about us - its certainly not our intention.
I agree with you there are some changes that will vastly improve our PT journey for brokers and assure you they are being worked on. I mentioned in an earlier post that we have a process in place with our direct telephone teams to ensure a broker case goes back to the broker if the customer has to call. Its taken really seriously and everything possible done to make sure of the right outcome for client and broker - so please reach out to your BDM if this happens.
Thanks again for your feedback.
AJ
