Treating You Fairly
OUR MISSION STATEMENT
We wish to make a material and positive difference to our clients’ lives by applying a flexible approach that allows us to deliver a combination of first-class performance, strategic advice and professional service with benefits delivered in the most conscientious way we can.
We have a Customer Charter that highlights our key service considerations.
We believe that Treating Customers Fairly is about delivering a fair outcome to our customers whilst offering a first class business service. It is embedded in the culture of our firm and our customers can be assured of this as:
We are open about the way we carry out our business and how we are remunerated
We publish policies and standards and are open about how we perform against those policies and standards
We retain flexibility, offering our clients the option to deduct their fees from fund charges at time of investment or trust setup
Our customers receive a complete service from us
We ensure our employees are fully trained and empowered to give the help and advice our customers need
We ensure employees are aware of our procedures, their responsibilities and the methods by which the company disseminates information in a consistent manner for all clients
We encourage all our staff to continue with their professional development
We will make sure that the information we provide about our services is accurate, helpful and up to date
There will always be a member of staff available and keen to support our customers’ enquiries
As part of our service, we will offer a full savings and credit review to ensure our customers are getting best access to, and competitive terms and rates for: current accounts, deposit accounts, NS&I products and credit cards
All our documentation has been designed with everyday language at its focus and is as jargon-free as possible
We welcome customer feedback on a regular basis so we can use it to develop our services, learn lessons and identify areas we need to improve
Our business is our customers, we never forget that. We look at all areas of our business on a regular basis to ensure that:
Customers can be confident that they are dealing with a firm where the fair treatment of customers is central to our firm’s culture
We consider our customers when promoting new services and products and ensure that it is relevant to them
Our customers are provided with clear information and we keep them informed before, during, and after the point of sale
Where advice is provided, we take time to understand our customers’ situation and ensure that our advice is suitable and appropriate
We meet our customers’ expectations, providing them with a level of service and products that are of an acceptable standard
We will ensure that our customers can switch providers, change products, surrender policies and make any complaints without any undue barriers
