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Clients complain about adviser fees

Two or three complaints a month are made to disputes resolution scheme FSCL about advisers who charge clients a fee when they do not take up their recommendations.

Monday, March 9th 2015, 6:00AM 8 Comments

by Susan Edmunds

In a recent case, a couple wanted to reduce the amount they paid for their personal insurance. They were phoned by an adviser offering to help them and were told there would be no charge for a meeting.

The adviser prepared a detailed report with recommendations for changes to their insurance arrangements.  Eventually, the clients decided not to go ahead. They were then invoiced $450 plus GST, which they disputed.

The adviser said the clients should have been aware that there was a clause in his company’ scope of service and engagement agreement that said a fee could be charged if no business was transacted. The couple had signed a copy of the disclosure statement.

The adviser felt that in view of the amount of work he had done, he was entitled to make the charge.

Once FSCL became involved, the adviser decided to write off the fee because of the costs involved in going through the complaint process.

FSCL chief executive Susan Taylor said it was a relatively common complaint although most cases were referred back to the adviser to settle directly.

She said it was appropriate to charge a fee when work had been done but no commission would be earned, provided the fee was clearly disclosed in the relevant documents.

“Advisers are entitled to charge a fee, however we believe the fee should be based on the time and service provided. We do sometimes see a fee that is a straight clawback of commission which can be several thousand dollars depending on the type of product and I don’t think that’s appropriate. The fee should be fair based on the scope of service and time involved.”

FSCL would receive two or three similar complaints a month, she said, although it did not get involved in most of them.

It was not uncommon for advisers to decide it was not worth the cost of going through the complaints process and write of the fee, she said. “It’s a customer service gesture. Sometimes they make a practical decision, if it is a small amount of money involved, to reach a settlement.”

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Comments from our readers

On 9 March 2015 at 10:20 am billy the broker said:
What gets me with this subject is that the local punter out there treat us like a commodity that can be thrown away like a takeaway wrapper if they don't like what they want!Unfortunately in our industry we are still regarded down there with the bottom feeders!! Cheeses me off I can tell you. But they love us a claim time eh!! Do you see a lawyer or accountant, and they do work for you then not pay them at the end?? So why are we not any different?? Our disputes schemes should back us more in this regard I feel. With no costs on the agents side. We do deserve to get paid for what we do!!!
On 9 March 2015 at 12:57 pm Ron Flood said:
Billy. You are right in saying we deserve to get paid but in this instance it appears that the adviser inferred there would be no charge. The client was then given a Scope of Service document which included a sentence that a fee could be charged if no new business resulted from the engagement.

If an adviser wishes to charge a fee in these situations they need to highlight that fact in the document and get the client to sign or initial that they are aware of it.

This is about transparency, not whether a fee should be paid.
On 9 March 2015 at 5:45 pm JeffQV said:
It's all about disclosure and Terms of Business, in plain English too. If I arrange a loan for a person and we have an offer, it's up the the customer to decide what they do with it. If they use it to secure a loan elsewhere and the T o B allow for a Fee then it's due. Whether a Broker decides to chase it is another story. As soon as this industry gets away from this 'we're free to use' nonsense the sooner the Public will respect what we do. Simple.
On 10 March 2015 at 3:44 pm I was wondering said:
I agree with Billy and Ron. We do offer a valuable 'service' that should not come free. But it must be a transparent process. I inform clients in writing in my Scope Of Service that I will charge them a fee if they discontinue a policy in the first 12 - 24 months.

Once I explain how I get paid and the clawback provisions no one has objected to signing off on this condition.

If they do then I'll be out the door and it won't be an issue! It's high time that we stopped working for free and value our service as other professionals do.
On 10 March 2015 at 4:21 pm macca said:
Taylor commented "We do sometimes see a fee that is a straight clawback of commission ...and I don’t think that’s appropriate".

I assume the comment refers to an agreement by the client to reimburse the adviser for commission forfeiture due to the client's short term cancellation of a policy. if so, could she please explain why she thinks this is inappropriate if the condition had been fully disclosed and agreed to by the client?
On 10 March 2015 at 4:51 pm LNF said:
Sadly Billy the problem is of the industries own making. Started with the policy peddlers and then the Pero Mortgages where it is all for free.

Real advisers providing a real service should be paid and not have their time wasted, so advising that there will be charges where their time is wasted is very sound - I would even go as far as to say that if the case is a difficult one, the potential client pays. It is not the advisers fault that the enquirer has "issues"
On 27 March 2015 at 7:05 pm gavin austin adviser business compliance said:
All quite good comments really. The issue about not getting paid is clear communication/disclosure to clients.
How do you value your time? If you look at your gross revenue and consider the number of hours you put in ( multiply the after hours visits by 2) and decide what an hourly rate for your time is reasonable.
Anything below $200 is not valuing yourself highly enough as professionals.

Disclose this clearly to clients that in the event of the prospective client not taking advice specifically prepared for them will incur a cost. Straight forward cases should be a min of 2 1/2 hours and more complex (underwriting or other issues) cases at least 4-5 hours.

Don't try the claw back thing but do charge a fee for time.

FMAs view is that the costs should be disclosed and agreed and "reasonable" ie based on time. Most advisers are able to provide the first hour free to clients to discover if there is a need for their services.

Once a client signs off a scope of service then ALL time should be chargeable. Accountants and solicitors do this so you should as well.

There's no such thing as a free lunch (even when the BDM takes you to lunch).
On 30 March 2015 at 10:47 am Another AFA said:
It is interesting to note that in the article, FSCL state they receive 2 or 3 similar complaints a month. Nothing wrong with offering the first meeting free (which is usually for the purpose of gathering information and to see if the adviser can actually be of assistance), but at the end of the meeting, clearly state the next steps and outline any costs involved if proceeding (eg "I'll write a report with recommendations and there will be a cost of $x to cover time/knowledge/research etc. do you wish to proceed?".
With regards to clawbacks, perhaps its time for a rethink from all parties to commission. Or do we wait for the FMA to force a change instead?

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