We will act honestly, transparently and fairly at all times, putting your interests at the centre of everything we do.
We will act with integrity in fulfilling our responsibilities to you.
We will be friendly, courteous, considerate and professional in our communication with you.
We will observe the law, regulations and professional conduct standards when carrying out all our financial service activities for you.
We expect the highest standards from our people when they are working with you.
We are committed to a partnership approach, nurturing long-lasting relationships, working to understand your needs and helping in that delivery.
We will take all reasonable measures to protect the information and assets you hold with us.
We will always listen and seek to fully understand your needs.
We will consistently drive innovation with all of our products, being transparent with you when we enhance any of our offerings.
We will always try our best to provide you with the best level of service, but in circumstances where you think this has dropped, we ask that you raise this with us and we will endeavour to resolve things for you as quickly as possible.
What we expect from our intermediaries
We expect you to act professionally, honestly and respectfully.
We expect you to observe and comply with the law, regulations and professional conduct standards within which we operate.
We expect you to respect our staff, treating them politely, considerately and with dignity at all times.
We ask you to keep us up to date with any changes in your details or circumstances which are relevant to the relationship.
We expect you to treat your clients fairly, and be fully transparent in the management of our relationship with them.
We ask you to collaborate and innovate with us, in the best interests of your underlying client.
What we expect from our clients
We expect you to respect our staff, treating them politely and considerately at all times.
We expect you to recognise and be respectful of the regulatory environment in which we operate, noting that these regulations are there to protect your best interests.
We ask you to trust that our team will always have your best interests at heart and you should be assured that we won’t ask for anything that we do not absolutely need from you.
We ask you to have open and honest communication with us, as we want to know if you are happy or unhappy with any aspect of our relationship.
We ask you to keep us up to date with any changes in your details or circumstances which are relevant to the relationship.
What we will not tolerate
We will not tolerate bullying or aggressive behaviour towards any of our staff at any time.
We will not tolerate a disregard for the law, or the regulatory environment in which we operate.
We will not tolerate any attempt to bribe or intimidate a member of our team.
We will not tolerate any corrupt or fraudulent activity under any circumstances.
We will not tolerate unreasonable demands or timelines for responses, and we may not immediately respond to your email correspondence upon receipt.
We reserve the right to terminate our business relationship with you if you breach any part of this charter or our general terms and conditions of business.
