Service
Principles

Introduction

The commitments in our service charter are underpinned by eight key service principles: speed, accuracy, clarity, transparency, accessibility, empowerment, courtesy and efficiency. These principles form the bedrock of the exceptional service we provide to the advisers with whom we work in partnership.

• Speed

Our experienced team understand that time is of the essence when you make an enquiry. You can contact us using our 24/7 online knowledgebase, send an email or get in touch via telephone or live chat when you need an immediate response.

All of our systems have been designed specifically to give you the answers you need as quickly as possible.

You need information quickly – and we understand that

• Accuracy

Our team have a thorough understanding not only of our technology and the services we provide, but of your needs as a financial adviser. We understand that advisers’ time is precious and that you need accurate information to provide the service your clients expect.

You rely on accurate information – we understand that

• Clarity

We are committed not only to speed and accuracy, but also clarity. When we respond to your enquiry, we will give you the answer you need succinctly and clearly. We understand that you have better things to do than deciphering convoluted language and jargon to get the information you need.

The answers we give you will be clear and succinct

• Transparency

We know how frustrating it can be when you need information and you have no idea how long it will take to get an answer. We will be as transparent as we can. If we cannot answer your question immediately, we will tell you how long it will take to get the information you need.

If we can’t answer immediately, we’ll tell you when we’ll have the information you need