Deeply disappointing to feel like just another number after 5 years

I moved my entire portfolio to Liberty in 2020 and, unfortunately, have experienced continuous challenges with communication, follow-up, and overall client service.

After my original advisor left the company (something I only discovered when I contacted her to update my details after relocating). I was referred to a new advisor in my area. Although she was enthusiastic initially, her follow-up became inconsistent and extremely slow, often taking weeks or even months to respond.

In April this year, I reached out to update my portfolio to reflect a significant increase in income and requested assistance with transferring a paid-up RA from another provider. Despite submitting all the necessary paperwork, the process stalled again. I was told I would be contacted for a medical, but months later I was informed that this advisor, too, had left the company.

I then contacted Liberty’s head office directly, expressing my concern about the ongoing lack of continuity and accountability. I specifically requested an experienced financial advisor, someone who values long-term client relationships and provides timely, proactive service. I was reassigned to a “senior” advisor who assured me that he is part of management and would personally prioritise my needs.

While the transfer to his books was handled swiftly, weeks once again passed with no communication. When I finally received a quote and requested clarity on the next steps to proceed, I received no response. That was in August.

After nearly five years with Liberty, it’s deeply disappointing to feel like just another number rather than a valued client. The lack of consistency, communication, and accountability across multiple advisors has eroded my confidence in the company and sadly I will be moving my portfolio elsewhere.

#JustAnotherNumber #BlackFriday