our customer care statement

We are committed to offering our clients the highest possible standards of service. We recognise that both you and we have everything to gain if we look after your best interests and treat you fairly in all aspects of our dealings with you.

Our commitment to you

We will:

• act in your best interests;
• provide you with clear information about the products and service we offer, including fees and charges;
• our advice is not dependent on you purchasing a product;
• ascertain your personal and financial circumstances, needs, preferences and objectives before making a recommendation;
• only recommend a course of action that we consider suitable for you and that you can afford;
• explain the risks and impact of the advice we give you in a way you will understand;
• encourage you to ask if there’s something you don’t understand;
• try to provide you with products, if applicable, that perform as we lead you to expect.
• give you access to a formal complaints procedure should you become unhappy with our service.

How you can help us

To help us give you the most appropriate advice, we will ask you to:

• tell us as much as possible about your personal and financial circumstances, needs, preferences and objectives so that we can assess your situation and determine what advice we should give you;
• let us know about changes in your personal and financial circumstances and your needs and objectives;
• tell us before you act on our advice if you do not understand the risks and likely impact on your future;
• let us know if there is any aspect of our service, or of a product we have discussed or recommended that you don’t understand;
• tell us if you do not understand what service you will get from us in the future;
• tell us if you think there are ways we can improve our service.

Thank you for choosing us as your advisers.