Treating Customers Fairly

Our policy on treating customers fairly

The FSA has outlined six core consumer outcomes that it requires as a result of its Treating Customers Fairly initiative:

Outcome 1 - Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture

We have most of our investments in the funds to make sure we always keep the best interests of customers at heart

Outcome 2 - Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly

We offer four funds designed to meet the needs of clearly identified customers

Outcome 3 - Consumers are provided with clear information and kept appropriately informed before, during and after the point of sale

We have tried to make all our information clear and easy to read – if you have a question please ask

Outcome 4 - Where consumers receive advice, the advice is suitable and takes account of their circumstances

We don’t offer advice to customers – but do believe that this is a critical part of any long term planning.

We don’t pay commission so you can make sure your adviser is on your side.

Outcome 5 - Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect

Our funds have long term risk and return profiles. We make sure that they stick to these profiles over the long term. If your need or risk profile changes then you may need to switch to a different fund

Outcome 6 - Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint

We don’t have initial, exit, switch or performance fees. Please do contact us if you have any reason to be dissatisfied with our product or service. If you don’t get a satisfactory answer then we will tell you who else you can ask for help

Our core principles, values and product design are centered on delivering the outcome that investors expect for each fund we run.

We regularly monitor our products, feedback and adviser activity to ensure the products objectives are clear, understood and delivering as expected.

We are aligned with the FSA’s Treating customers fairly principles and will ensure that we take appropriate management actions to ensure that this remains true over time.