What People Say After Working With Us

Challenge

A client in her early sixties had received a letter from a former employer's provident fund notifying her of an unclaimed balance. The letter referenced several pieces of documentation she did not have and used language she found unclear. She was unsure whether to respond, and if so, how.

What We Did

We reviewed the letter and the fund's records, identified the specific documentation needed, and drafted a plain-language summary explaining the process step by step. We also flagged that the response deadline was closer than the client had realised — within eight working days of her contacting us.

Outcome

The client responded in time with the correct documentation. The fund balance — a sum she had not been expecting — was processed and paid within the standard period. She later returned for the stewardship service to manage her remaining pension matters.

"I nearly missed a deadline I did not know I had. I am glad I came in when I did."

Challenge

A client believed his employer had not been contributing the correct amounts to his provident fund for approximately three years. His employer disputed this. His own records were incomplete, which had made him hesitant to raise the matter formally.

What We Did

We obtained fund records, compared them against the client's employment contracts and payslips, and identified a consistent shortfall in employer contributions. We prepared a formal submission and represented the client in two rounds of correspondence before the matter was referred to a formal panel review.

Outcome

The panel found in the client's favour on two of three points raised. The employer was required to make a corrective payment. The third point — which related to interest calculation — was not upheld, as we had noted was possible at the outset.

"They were straight with me at every stage. I knew what was likely and what was not."