Treating Customers Fairly

Our Customer Services Charter

Choosing the right financial adviser is an important decision to make. Getting good financial advice will make a real difference to achieving your goals. You might want to borrow money to buy a house, put yourself on track for a comfortable retirement or make sure your finances could survive if illness meant you could not work. There are lots of things to think about and at Christina Clegg Financial Planning Solutions Limited, we will help you understand and prioritise your financial needs.

We always act in the best interests of our clients. We use research tools to ensure a suitable solution is presented to meet your objectives and we offer on-going lifetime planning solutions, if that is what you require.

You can see examples of how we ensure that we are Treating Customers Fairly in our Help Topics section.

TREATING CUSTOMERS FAIRLY “TCF”

We are committed to ensuring our customers are treated fairly and that all members of staff understand what TCF means to our business.

TCF Outcome 1 – CONFIDENT CONSUMERS

• We keep the customer at the heart of all we do
• All staff are aware of TCF and what it means to our business
• We review our processes and procedures
• We carry out compliance monitoring
• We collate and review management information
• When we identify any issues we change and improve our processes
• We ask our customers for feedback

TCF Outcome 2 – PRODUCTS AND SERVICES

• We know our customers.
• We ensure products meet customer expectations.

TCF Outcome 3 – CLEAR INFORMATION

• All communications are written in plain English
• We respond in a timely manner to queries
• We carry out file reviews to ensure our sales process has been followed
• Our advisers have their skills and knowledge assessed
• We ask our customers for feedback on our service

TCF Outcome 4 – ADVICE IS SUITABLE

• We fact find our customers
• We establish what their objectives are
• We carry out research on provider, product, funds and suitability
• We carry out file reviews to check suitability of advice
• We review and action any points required as a result of file reviews carried out
• We ask our customers for feedback

TCF Outcome 5 – MEETING CLIENT EXPECTATIONS

• We deliver on the agreed service with customers
• We ensure products meet the customers requirements
• We ensure the Provider meet expected service standards
• We ask our customers for feedback
• We have a complaints process
• We take action on any matters raised as a result of a complaint

TCF Outcome 6 – NO UNREASONABLE BARRIERS

• We deal with any customer who wants to change product or switch
• We deal with any customer who wants to claim or complain
• We ensure no unreasonable penalties are applied when a customer requests action