Service standards

Working in partnership to build a better future

Impartial advice
 

As an independent practice we recommend companies, products and solutions best suited to our client’s needs from the whole of the market.

 

Personal service
 

Clients approach us for a variety of reasons, for instance, to appraise their current position, future planning or perhaps how to address a specific objective. We work with you and pride ourselves in our personalised approach. We offer a refreshingly new vision to financial planning “working in partnership to build a better future”.

Meeting

 

Many of our clients prefer an initial face to face meeting. If you can’t get to our office – a convenient alternative can be arranged. Meeting provides an opportunity for us to become familiar with each other as well as establishing your objectives.

For clients who perhaps are some distance away, or prefer to address matters via other mediums, such as; by telephone or email this facility is also available.

Treating you fairly

 

Nestegg is committed to treating our clients fairly. A guiding principle is that our client’s interests are paramount.

 

In our dealings with you we will:

 

  • Be open and transparent
  • Place your interests before ours
  • Use plain English and limit jargon
  • Provide you with prior notice of our fees & charges.
  • Deal with complaints fairly and promptly.

 

When we give advice:

 

  • We’ll only recommend solutions based on your circumstances and confirm why the course recommended is appropriate.
  • We’ll inform you of our charges in advance and how they are to be paid.
  • We’ll keep records of our dealings with you.
  • If there is any conflict of interest we’ll tell you as soon as we become aware of such.
  • Where appropriate and agreed we’ll monitor the arrangements we’ve advised on.

When things go wrong:

 

You can make a complaint to us orally or in writing.

 

  • We will be polite and courteous when dealing with your complaint.
  • We will deal with your complaint in a transparent way, promptly and fairly.
  • We’ll provide details of our complaints policy and procedure on request.

 

Where matters arise – affecting the delivery of our service:

 

  • If we are unable to speak with you when you telephone, and are requested to call you back, we’ll aim to do so the same day where possible, but otherwise within 2 working days.
  • We’ll reply to your communications as quickly as possible in the light of their content
  • We’ll endeavor to be available to see you for an urgent appointment within 3 working days.

 

We are all human, and we recognize that however careful we try to be, difficulties may arise. Should our service fall below standards, we ask to be informed and will do our utmost to address the issue speedily.

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