Yes, we chases transfers on behalf of clients in line with our official transfer-chasing framework.

Transfer Chasing Framework

• Working Day 10 (WD10) – Automated email sent to the ceding provider requesting an update.
• Working Day 20 (WD20) – Second automated email sent if the transfer remains outstanding.
• Working Day 30 (WD30) – Third automated email sent if no satisfactory progress has been made.
• Working Day 40 (WD40) – First telephone chase made to the ceding provider.
• Working Day 50 (WD50) – Second telephone chase made if the transfer remains outstanding.
• Working Day 60 (WD60) – Third telephone chase made if required.
• Every 10 working days thereafter – Further telephone chases will continue until the transfer is completed or a clear resolution is provided by the ceding provider.

Adviser Support

If a transfer is taking longer than expected, we encourage advisory firms to contact the ceding provider directly alongside our own chasing activity. In our experience, providers will often prioritise communication from the adviser firm acting on behalf of the client.

Monitoring Transfer Progress

You can monitor the status of your clients' ongoing transfers within the Transfer Workbench by selecting Transfers from the top menu.

For more detailed updates, open the relevant transfer and review the Transfer Request History section at the bottom of the page.

To see more detailed transfer updates, simply click into the transfer and scroll to the bottom of the page to the ‘transfer request history section’.