The FCA’s Consumer Duty sets a higher standard of consumer protection, asking firms to deliver good outcomes for retail customers. Here’s how we approach it.
Products and services
Our advice and the investments we recommend and arrange are designed for the people we serve — those who want regulated advice on straightforward, long-term finances. Where someone’s needs are more complex, we say so and refer them on, rather than stretch our service to fit.
Price and value
We show every cost in writing before you commit, charge no commission, and aim to deliver value beyond what we charge. If we can’t add value for you, we’ll tell you.
Consumer understanding
We write in plain English, avoid jargon, and are clear about risks and costs so you can make informed decisions. Our advice is set out in a written suitability report you can keep and refer back to.
Consumer support
You can reach your adviser and our support team easily — by message, phone and video. There are no barriers to getting help, switching, or leaving.
Customers in vulnerable circumstances
We take extra care to recognise and support customers who may be in vulnerable circumstances, and to make sure our service works well for them.