Abbey appoints head of sales
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Jeremy Duncombe has been appointed as head of sales at Abbey for Intermediaries, responsible for the field sales force across the UK.
Sue Carvell will become head of sales responsible for telephone sales in Glasgow and Manchester. She will also lead the service agenda working closely with colleagues in operations and risk.
Duncombe has previously worked for Platform, Morgan Stanley’s Advantage and St James Place Wealth Management. He will start his role on August 2.
Ricky Okey left his position as managing director of Abbey for Intermediaries in March.
Alan Mathewson, managing director of intermediary distribution and Santander Private Banking (UK), says: “It is clear from spending time with our customers and key stakeholders that the number 1 priority is to improve our service levels.
“We have made good initial progress in identifying the key issues across sales, risk and operations and there is still more work to do to become the lender of choice for the intermediary market.
“Jeremy’s experience and knowledge of the intermediary market in both mortgages and wealth management, combined with the change of focus in Sue’s role towards service, will strengthen our ability to deliver the improvements we have identified.”
Readers' comments (6)
Anonymous | 23 Jul 2010 1:30 pm
It is clear from spending time with our customers and key stakeholders that the number 1 priority is to improve our service levels.
Same old story from Abbey, every road show I have ever attended where they have been present or BDM meeting held, they always say we know we have service issues it's important to us & we are addressing it, but nothing ever changes!Unless detrimental to a client Abbey are not used other than a lender of last resort for many many brokers & will remain so after so many broken promises.
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Robin - ARI Network | 23 Jul 2010 2:40 pm
Congratulations Jeremy. Perhaps you could arrange for us to pass business for our brokers to Abbey. We haven't had any success setting up as a distributor for Abbey, up to now.
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Darren Barrett | 23 Jul 2010 3:29 pm
For years now i have heard other brokers complain about the service levels offered by Abbey and although there have been times where they could have been faster, overall i am truly satisfied with the service offered, and cant seem to see the issue? unlike the likes of TMW who are taking 7 days just to even look at a document. as far as i am concerned theres only a couple of lenders who really want to lend at the moment and Abbey seem are top in my book.
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GMS | 23 Jul 2010 8:04 pm
Abbey have supported the intermediary market and continue to do so meaning some criticism is unjust. However, service can be a problem and we have found in the past that if you are lucky enough to get the right case manager then the application will go through pain free. On the other hand if you get the wrong ine you are in for a nightmare. Inconsistency is the main problem with Abbey. Underwriters with a clear lack of understanding of what underwriting is, having over relied on credit scoring. My advice is to keep the name and number of the first person who helos you and refer to them as and when necessary. Good luck to the new team at Abbey, and I welcome their continued suport of the intermediary market.
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Sid Siddiqui- ISIS | 24 Jul 2010 9:06 am
Congratulation Jeremy and Sue, only yesterday I had a very productive and well informative conversation with David Chorlton BDM based in Glasgow, who informed me that 45 new BDM has been appointed, though all dedicated to Telephone Business. I must say the conversation was encouraging, in past Abbey for intermediaries service level was not acceptable, let’s hope Jeremy will sort this out, decent Brokers deserve decent Lenders. Good Luck Abbey & Santander, Jeremy’s experience and knowledge and Sue’s role towards service, combined will definitely strengthen the management team and it sure to help the well deserve and hard working intermediaries. Good Luck.
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Anonymous | 27 Jul 2010 9:52 am
Hopefully they will stop sending offers second class or even better use email.
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