A bit of a moan and a way to improve a poor customer experience felt today by someone I referred.
I have helped someone set up an FT ISA and they added £8K yesterday to start and today I went to help them learn the app etc and set up an excel sheet for them with another £12k to hit the £20k ISA limit plus an extra £10k to go into their GIA.
They went to put in the remaining £12k to their ISA and it auto routed into their GIA as they were over the limit without any options to review amounts etc. Turns out the £1 bank verification was done in the ISA and we missed that it had.
My idea may seem small but just put an option to review the limit options and either send the £11999 (or whatever the amount may be in another example) to ISA and the £1 to GIA or fail the transaction. After “Freda” the robot didn’t answer we got through to a member of staff who said that it would take 1-2 working days to transfer into ISA. This has meant that I wasted a day set aside to help them and after I complained about the above they said it will probably go through today but possible 1-2 days.
My idea is simply don’t re-route money to a different account without HUGE warnings/confirmations etc. Apart from embarrassing me after massively bigging up FT it is not a great customer reaction to find they have to wait for an action that FT did for new customers.
Like I said it is a small thing but avoids a bad experience and simply shouldn’t happen.