CUSTOMER CHARTER

Our customers are central to our success as a business, so strong is our belief that in addition to following the “Treating Customers Fairly” Principles set out by the FCA, we also make our own commitment to our clients.

• We will endeavor to explain the service that we provide and the true cost, benefits and consequence of any product or service you buy from us.

• We will ask a number of questions that will enable us to fully understand your circumstances, needs and budget.

• Your personal information will always be treated in the strictest confidence.

• We will strive to make strong relationships with product and service providers to ensure they mirror our commitment to you.

• We will always explain paperwork to you in a way you understand and support our advice with timely, easy to comprehend documentation.

• We aim to ensure that you have the chance to purchase the right product or service to meet your short and longer term needs.

• On occasions that we feel it is appropriate for us to charge a fee for our services we promise that it will be reasonable and justifiable.

• We will always attempt to give you the best advice – even if it means losing your business to a competitor.

• All of our staff will be professional and courteous to you – even if they are not directly involved in your business.

• If you are unhappy with the service we provide we will take your complaint seriously and attempt to resolve the matter to your complete satisfaction.