01344 778990


Client Service Charter

This list is not exhaustive, forms part of and is in addition to our obligations to meet our regulatory requirements in respect of financial advice and the arrangement of financial products on your behalf as well as our commitment to meet the Financial Conduct Authority guidelines on 'Treating Customers Fairly'.

Our Commitment to You

We will take great care to listen and learn about you, your lifestyle, financial goals and constraints so we both understand where you want to go and commit to answer any questions you may have.

We will arrange for any request you make for documentation/ any documentation for signature to be provided as soon as possible from the date of your request. Where information is not immediately available, we will contact you and let you know the timescale for when such information will be available.

Letters and forms provided to you by us for your completion and/ or signature will be pre-populated on your behalf as far as possible. Where signatures are required, these will be clearly marked with removable stickers.

We will ensure all aspects of regulatory documentation are provided, whether in respect of the services and costs of services, or specific to the financial product being arranged and within the regulatory timescales for providing these.

We will help you complete any application or other forms as necessary, although the accuracy of such information will always remain your responsibility.

We will check the accuracy of all documentation sent to us by investment or insurance companies, whether this is to be forwarded to you or to be recorded against your computer or paper based records.

We will immediately acknowledge to you receipt of transaction paperwork (e.g application forms, cheques, switch forms) and let you know what will happen next and by whom and the estimated time period for the process to be concluded. Such acknowledgement may be by phone, letter or email.

We will take care of any original documents we temporarily hold on your behalf and to ensure these are delivered to you/ back to you in person or by means of Registered 1st Class Mail. This would include Trust documents, Wills, Passports and Birth/Marriage Certificates, for example.

We will forward documentation to any relevant provider in a timely manner and make appropriate records on your file (which may be in electronic format) to enable us to track progress.

We will follow up transactions within set time periods, to ensure documentation has been received by the provider and acted upon.

We will notify you if any unexpected delays have occurred (this also applies to cases whereby we have already given a timescale as in point 7 above and the timescale is therefore extended), the reason for the delay and the actions being taken to ensure further delays do not occur.

Where the transactions are being carried out by client service team members, those team members will ensure that your Financial Planner is regularly kept informed of progress and to communicate any errors/ delays in the transaction implementation process and the actions being taken to address or give guidance on necessary actions of implications.

All correspondence, including reports provided to you shall be set up in plain and simple terms without the use of unnecessary jargon. We seek to ensure that for all financial arrangements set up on your behalf you are clear about their purpose and appropriateness to your situation.

We will ensure you are fully aware and understand the charging structure of any financial products we implement on your behalf as well as providing a clear explanation of our fees.

We undertake to do our best to resolve any mistakes as quickly as possible, whether the mistake is the providers or our own.

We will seek to ensure that the privacy of your financial and personal affairs is maintained, unless where express consent in writing has been given by you to provide such information to, for example, your other professional advisers or members of family.

We encourage your comments and suggestions on how to improve our services to you in the future.

Your Commitment to Us

In exchange for our commitment, we ask our clients to support us so that we can achieve the best results together. We ask you to:

Give us all the information we need to do the work, to the timescale we have agreed. This is very important if we are to provide the level of service to you that we propose.

Take time to work on the items on which you've agreed to work. You agree to listen to any advice we offer – and we acknowledge your right to reject that advice.

Pay your account with us as agreed.

Give consideration to referring us to at least one other person you believe would benefit from an association with us.

Contact us

Financial Planning Partners (FPP)
19 Wellington Business Park
Dukes Ride
RG45 6LS

Email: admin@fpp-ifa.co.uk
Tel: 01344 778990

FPP are committed to dealing with clients and prospective clients in a professional and ethical manner and to that end adhere to the principals laid out in the CII Code of Ethics, a copy of which is available on request.

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Financial Planning Partners Ltd is authorised and regulated by the Financial Conduct Authority. Financial Services Register No: 301132 https://www.fca.org.uk/register.

Financial Planning Partners Ltd Registered Address: 19 Wellington Business Park Dukes Ride Crowthorne Berkshire RG45 6LS. Registered in England & Wales, No. 04555216. Neither Financial Planning Partners Ltd nor its representatives can be held responsible for the accuracy of the contents/information contained within the linked site(s) accessible from this page. The Financial Conduct Authority does not regulate National Savings or some forms of mortgage, tax planning, taxation and trust advice, offshore investments or school fees planning. The information contained within this site is subject to the UK regulatory regime and is therefore targeted primarily at consumers based in the UK. A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4 567.

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