The Financial Conduct Authority's Consumer Duty sets a high standard of consumer protection across financial services, requiring firms to act to deliver good outcomes for their clients. We fully support this, and it is reflected in how we work with you:
Products and services. We recommend only products and services that are suitable for your needs, circumstances and objectives.
Price and value. We are transparent about our fees and make sure the service you receive represents fair value. Our charges are explained and agreed with you in writing before any work begins.
Consumer understanding. We communicate in plain English and take time to make sure you understand our advice and any risks, so you can make informed decisions.
Consumer support. We provide ongoing support throughout our relationship and make it easy to contact us, ask questions or raise a concern.
If at any point you feel we have not met these standards, please tell us. See our Complaints Procedure, or call 0121 632 2000.