Albany Park Finance Avis 

Réponse de Albany Park Finance

8 sept. 2022

Dear Lucy,

Thank you for taking the time to leave a review and provide the feedback to allow us to take any appropriate action and do what we can to make a positive difference. We certainly take all feedback seriously at Albany Park Finance, and it allows us to continue our hard work to improve our standards for our valued customers. As a service provider to the underlying insurance provider, please be assured that we do not cold call and ONLY contact policy holders on the provider’s explicit instruction after they’ve first sought permission from policy holders, such as yourself.

Our role is to speak to policy holders on behalf of the insurance company where the original broker who sold the policy is no longer trading, to make sure that the policy they are on (which may have been taken out many years ago) is still suitable for their current and future needs, which is why it is important that companies like ourselves exist, to ensure our customers have policies that are relevant for their current circumstances.

Based on the valued feedback you provided, I can see that your two main concerns were the level of calls and the extent of the paperwork you have received. I have taken the time to check our systems and records that we hold and can see we only sent you a couple of emails as a result of setting up a policy. For Albany Park Finance, it’s seldom that we issue physical paperwork unless explicitly requested by the client and as standard, we only use electronic platforms, such as email. Unfortunately, it appears that repeated paperwork that you have received has been sent by the provider directly, which is entirely out of our hands. I can only apologise for this but you can speak to your provider directly to request to be opted out of any further paper communication and this should resolve this from occurring again in the future.

Additionally, I was also extremely concerned with the feedback you have provided suggesting you received “harassing calls asking how wonderful they were”. This is certainly not how I want our business to operate nor our valued customers to feel. However, I’m not clear if this is the provider directly or another company altogether, as our monitoring systems only show two calls from us – one to arrange a call back and one to arrange a policy following that initial request. If this is incorrect, could you please contact me directly using my details below and provide any supporting evidence which will enable me to look into this as a matter of urgency.

As mentioned previously, we are very sorry that you have been unhappy with your experience from Albany Park Finance and I hope my feedback will provide some reassurance or clarity based on areas that you raised with us.

If you would like to contact me directly my email address is michael.manning@albanyparkfinance.co.uk, I would be more than happy to help.

Kind regards,
Mike Manning
Director of Protection Sales and Operations

Réponse de Albany Park Finance

Actualisé le 7 mars 2022

Dear Tom,

Thank you for taking the time to leave a review – here at Albany Park Finance we take all feedback very seriously and are very disappointed to hear we haven’t left you with a positive experience. As a service provider to the underlying insurance provider, please be assured that we ONLY contact policy holders on the provider’s explicit instruction after they’ve first sought permission from policy holders such as yourself.

Our role is to speak to policy holders on behalf of the insurance company where the original broker who sold the policy is no longer trading, to make sure that the policy they are on (which may have been taken out many years ago) is still suitable for their current and future needs. As part of that review, we sometimes need to update policy holder details if they have changed – which in your case included your residential address. Unfortunately, the insurance company did not provide us with your e-mail address and I apologise for our error when noting yours down on one of the calls.

I’m glad that you were able to resolve any issues with the insurance company directly and if you would like to give further feedback, or speak to one of our senior team, please feel free to e-mail us at customerservice@albanyparkfinance.co.uk, with TRUST PILOT in the subject line and we’d be happy to explain our role further or address any specific issues you may have.

Kind regards,

Mike Manning
Director of Protection Sales and Operations
Albany Park Finance

Réponse de Albany Park Finance

2 févr. 2022

Dear Customer,

Thank you for leaving another review on our Trust Pilot page. This will be the third anonymous review that we have had from ‘UNKNOWN’ and each time, we have asked if you could contact us so we can help and assist in any way to improve the service you have received from us. In this instance, please be aware that each review you leave replaces the last, so the same review from the same customer wouldn’t accumulate and therefore, impact on our excellent Trust Score and the exemplary feedback from our valued customers. You have not reached out to us yet but we very keen to hear from you and really want to right the wrongs that you have faced.

As mentioned previously, we are very sorry that you have been unhappy with your experience from Albany Park however, we do pride ourselves on the services that we offer in regards to ‘whole of the market’ Mortgage Advice and can ensure you that we take all feedback seriously. Our Advisers have 25+ years of experience within the industry so we still surprised to receive a review which was not up to the standards we expect.

If you would like to contact me directly my email address is michael.manning@albanyparkfinance.co.uk, I would be more than happy to help.

Kind regards,

Mike Manning
Director of Protection Sales and Operations
Albany Park Finance