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Client Charter

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Our commitment to our clients

• We will always place the interests of our clients above all other considerations.

• At the outset of each client relationship we will explain who is to be the main point of contact; what we aim to do for the client; timings and costs. We will then keep clients advised of progress.

• We will ensure any information about clients and their finances, required to enable us to provide suitable advice, remains confidential and stored securely.

• Whenever we recommend a financial product, such as an Individual Savings Account (ISA) or Self-Invested Personal Pension (SIPP) we will research the entire market for such products and recommend that which is most suitable for our clients.

• We will endeavour always to respond promptly to communications from our clients.

• We will ensure our charges are clear and transparent and fully discussed at the initial client meeting.

• When requested to do so we will liaise with our clients’ other professional advisers in an effort to ensure that our advice is complementary to theirs.

• If we do not possess expertise in any specialist area of advice we will with our clients’ agreement obtain advice externally, but we will ensure that this is consistent with the overall financial plans which we recommend.

• We will undertake regular satisfaction surveys to ensure our service matches client’s expectations and to enable suggestions for improvements.

• In the event of any problems we have a clear complaints process to help resolve issues as effectively as possible. For full details of our complaint process please follow this link to the Raymond James site.   https://www.rjis.co.uk/personal-investing/how-to-complain/