Treating customers fairly

The Directors are committed to ensuring that the FSA principle of Treating Customers Fairly (TCF) is applied in all areas of the day to day business activities. In adopting the TCF principle it is recognised that fair treatment of our customers adds value to the service we offer. Our customers can be confident, therefore, that treating them fairly is central to our corporate core values.

We aim to treat all of our customers with honesty, openness and transparency. Any conflicts of interest that do arise are managed without prejudice in the interests of our customers and we have well-defined internal policies and procedures that are embedded and supported at all levels across the business. These are reviewed regularly to identify areas of improvement and we will provide our customers with clear information and keep them appropriately informed before, during and after a sale. Where our customers receive advice, we will ensure that it is suitable and that it takes account of their circumstances.

Our principle is to balance the client's needs with that of the firm, to be clear about what services we offer and to be unambiguous about our commission earning, fees and levels of service.

• Our clients should clearly understand the nature of the services we provide, including our terms, conditions and charges.
• Our clients must clearly understand the risks inherent in the products advised by us.
• We must communicate to our clients in an open, clear and understandable manner.
• We must have a thorough understanding of our clients’ investment objectives, investment experience, attitude to risk, financial standing and resources.
• We must be clear about the suitability of the recommendations we make to our clients.
• We will not promise to provide services we are not able or equipped to deliver.
• We will embed the concept of 'Treating Customers Fairly' within our company culture.
• Our complaint procedures must be clear, unambiguous and impartial.
• We ensure that all staff have thorough training on all products they advise on or sell, understand who they are and are not suitable for, and are encouraged to challenge product providers where they spot inconsistencies, ambiguities or potential unfairness in the product literature or product features
• We operate a remuneration system which assures fairness, rather than rewarding volume sales
• All staff receive relevant training to improve the quality of service offered to clients
• We will regularly assess the effectiveness of our policies in respect of 'Treating Customers Fairly'.

Complaints
As Independent Financial Planners there is an expectation of first class service from us and that is what we aim to provide. However, sometimes clients may not be happy with a financial product or service. Whilst we hope this may never happen, should it occur, this may be our fault or may simply be because of the nature of the product or service. If there is a problem or if a client is not happy about the service they have received from us then we will try to put things right.

If you don’t understand something or think that there is a problem, you will be encouraged to ask for an explanation. We need to know and understand what the problem is. If we do, we can often resolve matters quickly and easily. But, if you are not happy with the answers we give you may need to make a formal complaint.

Dealing with a Complaint
We regard a complaint to be any expression of dissatisfaction, whether oral or written, from or on behalf of a client. All complaints are referred to the Compliance Officer at Future Life Wealth Management Limited.
 
All complaints will be dealt with in line with the regulations and procedures laid down by the Financial Services Authority and the Financial Ombudsman Service.