Treating Customers Fairly

Treating Customers Fairly Treating Customers Fairly

We treat our clients with honesty, integrity, openness and courtesy. Finding out about your objectives is central to providing the advice you are looking for and listening to you is vitally important to achieve this. Only after very careful consideration do we tailor our solutions to meet your needs.

Fairness does not mean being the cheapest or always giving clients what they think they want. It does not mean treating all clients the same, catering for the lowest common denominator or taking away the client’s responsibility to make their own financial decisions.

Fair treatment means delivering a positive experience, helping our clients and aspiring to do what we say we are going to do, when we say we are going to do it. It means protecting the interests of our clients throughout our relationship with them and seeking to meet their unique needs by offering a transparent, efficient and professional service.

Any feedback provided by our clients is valuable to us and is acted upon wherever possible. If a dispute were to arise we operate an effective complaints procedure which ensures that, regardless of the outcome of the complaint, we consistently deliver fair treatment to complainants and act positively to reach a resolution. If a client was not satisfied with the outcome of their complaint, they would have the right to refer it to the Financial Ombudsman Service. Full details of the FOS can be found on it’s website www.financial-ombudsman.org.uk