Customer Charter

Our commitment to our clients

  1. We will always place the interests of our clients above all other considerations.
  2. At the outset of each client relationship we will explain who is to be the main point of contact within our firm; what we are going to do for the client; when we are going to do it; and how much it will cost. We will then keep clients advised of progress.
  1. We will ask our clients to provide us with such information about themselves and their finances as may be necessary to enable us to provide suitable advice and to comply with our statutory obligations, and we will keep this information confidential.
  1. Whenever we recommend a financial product we will research the entire market for such products and recommend that which is most suitable for our clients.
  1. We will endeavour always to respond promptly to communications from our clients.
  1. We will account to our clients for any commissions received from the providers of any products which we may recommend. 
  1. We will agree with our clients whether they wish us to keep their finances and investments under review, and if so will keep them informed about developments which may be of interest to them or which may affect their financial affairs.
  1. When requested to do so we will liaise with our clients’ other professional advisers in an effort to ensure that our advice is complementary to theirs.
  1. If we do not possess expertise in any specialist area of advice we will with our clients’ agreement obtain advice externally, but we will ensure that this is consistent with the overall financial plans which we recommend.
  1. In the event of any conflicts arising between our clients’ interests and our own, or between those of one client and another, we will explain the situation and seek our clients’ instructions on how they wish us to proceed.
  1. We welcome our clients’ suggestions as to how our service might be improved and will undertake periodic satisfaction surveys.
  1. In the event of any dissatisfaction, clients are invited to inform their main contact or if more appropriate the manager identified in our Terms of Business as having responsibility for client care. Complaints which we cannot resolve may be referred to the Financial Ombudsman Service, of which details are available on request.