Customer Charter


1. All of our staff will be knowledgeable, approachable and committed to you

Our staff will make clear what their name is and their role within the organisation.

Our staff will commit to continual professional development to ensure their knowledge is relevant.

95% of calls to our UK call centre will be answered in under 60 seconds.

Our staff will speak in clear, precise and simple language.

Our staff will be trained correctly to handle your queries.

Our staff will listen to what you have to say and be ready with appropriate questions.

2. Our advice will be of the highest quality

You will be given the information you require before committing to a consultation with an adviser.

Your enquiry will be dealt with promptly and courteously.

You will have the choice of face-to-face or telephone advice with a preference for face-to-face.

Whether you choose face-to-face or telephone advice, we provide free initial consultations to discuss your needs, priorities and preferences.

Our advisers will happily include as many people in the consultation as you see fit.

You will be provided with as many free consultations as you require.

You will be sent an appointment confirmation with a photo and contact details confirming who will be visiting you.

Your adviser will call beforehand to politely confirm their attendance.

You will be issued with a business card, fee structure and regulatory papers before proceeding with a meeting and your premises will be treated with the utmost respect.

Your questions will be listened to and answered thoroughly with factual information.

An appropriate solution founded on research will be provided or you will be signposted towards alternatives.

Quality assurance will be maintained through rigorous controls, including 100% sign off on all equity release files.

3. You will have easy access to our advice

We will provide you with multiple ways of responding to our promotions.

We will maintain national coverage of advisers to ensure there is an adviser who can visit you promptly.

We will provide you with 0800 numbers, FREEPOST mailing addresses and e-mail contact points.

We will provide you with interest rates, loan to values, lenders, pros and cons when you initially enquire so you can make an informed decision to move your enquiry forward.

We will leave our advice with you for you to make your decisions.

We are committed to raising awareness of retirement issues in the national press.

Your advice will be financially accessible.

Only if you choose to go ahead with a plan and it completes do we charge any fees for services.

4. Commitment to Equality

Our process, standards and commitment will not vary no matter what their colour, culture or ethnic origin, nationality, religious belief, sex, disability, age, sexuality, geographical location or any other status.