When you ask us for financial or investment advice, we understand it might be a big step for you. Placing your trust with people you have recently met can be uncomfortable, so you’ll want to know that in your dealings with us, you will be treated in the right way.

Treating Customers Fairly has also been central to financial services regulation the delivery of financial services to consumers. Firms must be able to show they are consistently delivering fair outcomes to their clients, and that a culture of fairness exists throughout the firm.

The Financial Conduct Authority (the financial services regulator) has six consumer outcomes it believes ensures that there is an efficient and effective market for financial services, and which helps consumers achieve a fair deal.

We have outlined these six outcomes below, and what they mean for you:

  • You can be confident you are dealing with a firm where the fair treatment of you, is central to our culture
  • The products and services we recommend are selected to meet your needs and are recommended to you accordingly
  • You are provided with clear information and are kept appropriately informed before, during and after the point you pay for our advice
  • The advice we provide is suitable and takes account of your circumstances
  • Any financial products we recommend will perform in a way we have led you to expect, and any associated service is of an acceptable standard and as you have been led to expect
  • You will not face unreasonable barriers imposed by us (or the firms we recommend) to change financial product, switch provider, submit a claim or make a complaint.

If that sounds all a bit formal and stuffy it’s because it is  – that’s what happens when the concept of ‘fairness’ is developed into a set of rules.

We prefer to put things more simply. We never forget it is your money we’re dealing with. And if something goes wrong, we will treat you in the manner we would expect to be treated if the ‘boot was on the other foot’.