Treating You Fairly


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:

tickWe are open about the way we carry out our business and how we are remunerated

tickWe publish policies and standards and are open about how we perform against those policies and standards

tickWe retain flexibility, offering our clients the option to deduct their fees from fund charges at time of investment or trust setup

tickOur customers receive a complete service from us

tickWe ensure our employees are fully trained and empowered to give the help and advice our customers need

tickWe 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

tickWe encourage all our staff to continue with their professional development

tickWe will make sure that the information we provide about our services is accurate, helpful and up to date

tickThere will always be a member of staff available and keen to support our customers’ enquiries

tickAs 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

tickAll our documentation has been designed with everyday language at its focus and is as jargon-free as possible

tickWe 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:

tickCustomers can be confident that they are dealing with a firm where the fair treatment of customers is central to our firm’s culture

tickWe consider our customers when promoting new services and products and ensure that it is relevant to them

tickOur customers are provided with clear information and we keep them informed before, during, and after the point of sale

tickWhere advice is provided, we take time to understand our customers’ situation and ensure that our advice is suitable and appropriate

tickWe meet our customers’ expectations, providing them with a level of service and products that are of an acceptable standard

tickWe will ensure that our customers can switch providers, change products, surrender policies and make any complaints without any undue barriers


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