Matt Pheasey, director of retail distribution at Just, details the group’s efforts that saw the retirement specialist achieve five-star ratings.

Q: What did you put in place over the past 12 months to help advisers?

A: We introduced named sales contacts for all advisers, including direct dial contact numbers, so they have easy access to our expert teams. We also continued to digitalise more of our processes, so advisers can choose how they deal with us.

To support intermediaries with their continuing professional development, we expanded our learning and development programme including face-to-face seminars, masterclasses, ‘ask the expert’ workshops and equity release exam prep academies. CPD hours can be gained via live webinars and on-demand sessions.

We also updated our ‘Consumer Vulnerability In Later Life’ module, developed in conjunction with the Society of Later Life Advisers. The new sections that were added reflect current Financial Conduct Authority publications, the impact of coronavirus, challenging misconceptions and vulnerability, and delivering good customer experiences.

Since the module’s launch, more than 13,200 advisers have registered for the training, keeping their knowledge updated in this very important area. The FCA’s ‘guidance for firms on the fair treatment of vulnerable customers’ also identified the module as an example of good practice that could help people improve their skills and capability.

The Just Group Vulnerable Customer Awards took place in 2022, for the second year. It’s the only awards programme that recognises financial intermediary excellence and best practice in supporting vulnerable customers. For the ‘Company of the Year’ category, we introduced three sub-categories for small, medium and large firms, to more easily identify and recognise the range of accomplishments across the financial intermediary landscape.

Q: Why is it important to support intermediary distribution?

A: Supporting intermediaries deliver individual, personalised solutions for their clients is a cornerstone of our purpose to help people achieve a better later life.

As a retirement specialist, we share a commitment with intermediaries to achieve and evidence good customer outcomes, especially with the FCA’s new consumer duty in mind.

Helping intermediaries operate more efficiently through digital processes also means they can offer more clients independent, professional, qualified advice.

Q: How have you helped advisers with challenges such as rising costs and hybrid working?

A: As well as continuing to digitalise to reduce processing times, we offer a choice of attending learning and development sessions either face-to-face or online.

Having transitioned seamlessly to home working during the pandemic, we continue to evolve our hybrid working practices and tech support to ensure we always offer the five-star rated service that intermediaries and their clients expect of us.

We have also provided practical help to support advisers in identifying and dealing with customers in vulnerable circumstances, such as delivering virtual ‘Dementia Friends’ sessions.

Q: What are you planning to do over the next 12 months?

A: We plan on continuing to digitalise our processes, as well as keeping in place the named sales contacts for intermediaries.

We also plan to host a vibrant and relevant learning and development programme, as well as to maintain our ongoing commitment to, and focus on, excellence in the area of vulnerable customers.

Q: What does winning the five-star award mean to you?

A: Two five-star ratings for service is very satisfying, because it’s what our intermediaries and customers deserve, at all times. That’s especially true in the current climate when financial resilience can be a challenge.

As we approach the end of the year and reflect on everything that happened in 2022, our aim is to continue supporting intermediaries to meet the challenges of getting better outcomes for their retirement clients in 2023. They can rely on Just, the retirement specialist. Our heartfelt thanks to everyone who took the time to vote for Just. We never take this for granted; it’s really appreciated.