Our commitments

We believe that in order to work most effectively with our clients we need to make a number of commitments. The following mutual commitments form part of our formal agreement with clients:
 

Our commitments to you

• We will always act impartially and your interests will come first at all times
• We will treat you fairly, as we would want to be treated ourselves
• We will tell you what we will do and what we won't
• We will be friendly, courteous and responsive
• We will act with integrity, honesty and openness in everything we do for and with you
• We will be totally transparent with regard to our dealings with you
• We will absolutely respect your confidentiality
• We expect to develop a long-term partnership with you, to help you achieve your lifetime goals
• We will aim to meet agreed deadlines and where we can’t we will update you as early as possible
• We measure our success based on your perception of our service
• If anything we do falls short of your expectations, we will refund the proportion of our fees that you consider to be appropriate
 

Your commitments to us

• You will be open, frank and honest with us at all times
• You will tell us as early as possible of any concerns you have about our work together
• You will provide feedback about our service as this is critical to our ability to innovate and improve
• You will promptly provide us with all the information we need to work with you on your Financial or Investment Plan
• You will make time available to play your part in the creation and implementation of your Financial or Investment Plan
• To the extent that they are affordable, you will make available the financial resources necessary to implement our recommendations
• You will pay your fees with us as agreed
• You will give consideration to introducing us to at least one other person a year who you believe would benefit from working with us