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Reading Time | < 1 min 26 May 2016

FCA announces early exit charge cap proposal

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The Financial Conduct Authority (FCA) has announced that the level at which early exit charges for existing contract-based pensions, including workplace pensions are capped should be 1% of the value of a member’s pot. 

Under the proposals, firms will not be able to apply exit charges for personal pension contracts from the date the new rules come into force (which is yet to be determined).

The FCA is consulting on the following measures:

  • a 1% cap of a consumer’s policy value at exit. This will prevent a rise in charges for existing contracts with early exit penalties set at less than 1%
  • a 0% cap on early exit charges of consumer policy value in new contracts entered into after the rules come into force.

Christopher Woolard, director of strategy and competition at FCA, said:

“This is an important step so people feel able to access their pension savings should they wish to.”

Minister for pensions, Baroness Ros Altmann, commented:

“These changes are about giving everyone who has worked and saved hard for their retirement a fair deal by removing the final barriers to the pension freedoms.”

Dr Yvonne Braun, director of policy, long-term savings and protection at ABI, said:

“More than eight out of ten customers do not have to pay early exit charges to access their pensions, as the FCA has acknowledged. Where they do, most fees are 2% or less and were put in place decades before the freedom and choice reforms were introduced.”

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Reading Time | < 1 min 25 May 2016

HMRC call times triple

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Average HMRC call waiting times have tripled over the last 18 months, resulting in a loss to taxpayers of £97 million last year, according to a report by The National Audit Office (NAO).

Research indicates that the quality of service may have been affected by the HMRC staff reductions that took place in 2014/15. 

Calls handled fell to 71%, falling short from HMRC’s target of 80% over the first 10 weeks. Performance declined further over the first 7 months of 2015/16 with average waiting times tripling compared to 2014/15. 

Call times peaked at 47 minutes for self-assessment tax returns during the deadline week for paper returns in October 2015.

Taxpayers are, however, mostly satisfied with HMRC services with only 1 in 5 disagreeing. 

An NOA survey found that 58% of taxpayers rate its services positively, 21% rate them as average while 21% rate them as terrible. 

Customer satisfaction was highest among taxpayers contacting HMRC online, compared to those contacting by phone.

HMRC are introducing digital tax accounts, with taxpayers providing information and make payments anytime during the tax year. It is hoped that the changes will increase efficiency, reduce administrative burden and improve overall levels of tax compliance.

Amyas Morse, head of the NAO, said:

“HMRC needs to move forward carefully and get their strategy back on track while maintaining, and hopefully improving, service standards.”

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