Treating Clients Fairly

We believe that Treating Clients Fairly is about delivering a fair outcome to our clients whilst offering a first class business service. 

It is embedded in the culture of our firm and our clients can be assured of this as: 

We ensure that:

  1. Clients can be confident that they are dealing with a firm where the fair treatment of clients is central to our culture.
  2. We consider our clients when promoting new services and products and ensure they're relevant to them.
  3. Our clients are provided with clear information and we keep them informed before, during, and after the point of sale.
  4. Where advice is provided, we take time to understand our clients’ situation and ensure that our advice is suitable and appropriate.
  5. We meet our clients' expectations, providing them with a level of service and products that is of an acceptable standard.
  6. Our clients can switch providers, change products, surrender policies and make any complaints without any undue barriers.

We aim to deliver all of the above, all of the time. However, we recognise that - from time to time - we may fall short on these promises. If you feel we have let you down, you should first discuss the matter with your adviser. If you do not feel your adviser has taken the necessary steps to address your concerns, or you do not feel it appropriate to discuss the matter with your adviser, please contact our Head of Compliance, Duncan Watson, here. Your concerns will be dealt with as thoroughly as possible. 

Should you still have concerns at the end of this process, you are entitled to appeal to the Financial Ombudsman Service (FOS). Details of how to contact the FOS can be found at the bottom of every page of this website. Alternatively, you may voice your concerns here, where they will be forwarded on to the FOS.