Three members of the sales team at Alliance Trust Savings (ATS) have left the business as part of the platforms' restructure plans.
Following feedback from advisers, ATS said it has increased staff in its central office in Dundee while reducing its field-based staff. This is part of an effort to more closely align its sales and customer service teams after the platform experienced service issues last year.
New Model Adviser® understands that five of the firm's intermediary sales representatives have now left so far this year.
A spokesperson for ATS said: 'This is part of a strategic restructure of our IFA sales and customer service teams. We are bringing these two vital relationship functions together to transform our support services and improve the experience of Alliance Trust Savings’ customers.
'Last year, we experienced some service issues that prevented us from delivering the very best support to our adviser and partnership customers. Through this new structure, which aligns sales and service, we will be better able to respond to the needs and requests of advisers and their customers.'
ATS said aligning sales and service better moves it to a similar model as many of its peer group.
The spokesperson added: 'We have implemented a new operating model that is more in line with the customer relationship management structure observed across the industry, combining dedicated customer service representatives and sales relationship managers.'
ATS ended a ‘challenging year’ by recording a loss of £19.3 million in March after a substantial write down of its platform business, Stocktrade, and other integration issues.
The firm moved the majority of Stocktrade’s operations from Edinburgh to Dundee in the first half of 2017, which resulted in 20 job losses to the Edinburgh office, and ATS previously said this had resulted in customer service standards falling.