Fair Treatment of Customers

• Advice suited to you. Recommendations are based on your circumstances, objectives and attitude to risk — not on what is easiest or most profitable for us to arrange.
• Clear information, before you decide. You will be told what a product does, what it costs, what it does not cover and what the risks are, in plain language and in good time.
• No pressure. You will never be rushed into a decision, and you are free to take away any recommendation and think about it.
• Transparency on how we are paid. We will explain how we are remunerated for the work we do before you commit to anything.
• Support that continues. Service after a product is arranged should match what you were led to expect when you took it out.
• Complaints taken seriously. If we get something wrong we want to know, and we will investigate properly.

Anyone can find themselves in a vulnerable position — through ill health, bereavement, a change in income, or simply an unfamiliar and stressful decision. Where we are aware of circumstances that may affect your ability to weigh up a decision, we will adjust how we communicate and give you the time you need. If there is anything that would make dealing with us easier, please tell your adviser.

If you feel we have fallen short of any of the above, please tell us. Our complaints procedure explains how to raise it and what happens next.