Our Policies and Procedures
As a regulated financial services provider, we maintain a comprehensive framework of policies and procedures that guide how we manage our business and serve our clients. These policies exist to ensure we meet our regulatory obligations, make consistent and well‑considered decisions, and uphold high standards of governance, risk management, and client care.
We believe transparency is an important part of our relationship with you. To support this, all client‑facing terms, conditions, and disclosures are clearly set out and linked below, so you can understand how we operate, what you can expect from us, and the commitments we make in working with you.
Our Privacy Commitment
We value your trust and take your privacy seriously. When you share personal information with us, we’re committed to handling it responsibly, securely, and transparently. Our Privacy Policy explains how we collect, use, protect, and store personal information, and the choices available to you.
A summary of our approach is set out below, with full details available in our Privacy Policy.
We do this by:
Collecting and using only the information we need
Protecting your information with appropriate security
Sharing information only when necessary to provide our services or meet legal obligations
Being transparent about how you can access or correct your information
We don’t:
Collect information without a valid reason
Use your information for unrelated purposes
Share your information unnecessarily
Keep your information longer than required
Conflicts Policy.
We are committed to acting in your best interests and to being open and transparent in how we do business. As part of this commitment, we actively identify and manage any actual or potential conflicts of interest that could arise in the course of providing our services.
Where a conflict does exist, we will always let you know even if we are confident it has not influenced the advice or recommendations we provide. Our approach is designed to ensure decisions are made fairly, objectively, and with your interests first.
We do this by:
We inform clients about any actual or potential conflicts, even if these conflicts have not influenced the opinions or recommendations we may have given them.
We can manage conflicts based on the following actions:
Take no action, should there be any concern that an action might create a conflict.
Not getting involved in, and if so will exclude themselves from decisions.
We will record conflicts which have been identified on the Conflicts Register along with mitigating actions where required. The register is updated as required and reviewed annually.
We don’t:
We don’t accept any gifts or hospitality outside of approved limits without prior approval
We don’t solicit or request gifts, hospitality or favours from clients or any other parties that may result in a perceived or actual conflict.
We don’t put ourselves in situations where we may derive personal benefit from actions or decisions made in our official capacity.
Complaints Policy
We are committed to providing the highest quality service to our clients. However, from time to time a client may express dissatisfaction with the experience they have received. A complaint is an expression of dissatisfaction made to us, or to a person engaged by us, in relation to our financial advice service, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected. A complaint can also arise when the matter relates to a failure to provide a service or give advice. Our FAP licence requires our brokerage to have a fair, timely and transparent process in place for resolving client complaints relating to our financial advice services. Managing client complaints well is fundamental to providing good client outcomes. This policy sets out our approach:
We deal with complaints in fair, timely and transparent manner.
We encourage all complaints to be put in writing by letter or email and we retain records that set out the complaint, any actions we take in dealing with it, and the dates of those actions.
We formally acknowledge receipt of all complaints within [2] business days of receipt and advise the client about our internal complaints process and our dispute resolution scheme.
We ensure responsibility for resolution of the complaint is assigned to the appropriate individual in our brokerage.
We keep the client informed regarding the progress of their complaint.
Where no action is taken in respect of a complaint received, we record the reasons for not taking any action.
If a complaint cannot be resolved, we inform the client about taking the matter to our dispute resolution scheme.
We don’t treat complaints as trivial or unimportant.
We don’t discourage clients from engaging with our Dispute Resolution body should that be the most appropriate course of action for them.
We don’t delay or prolong resolution of complaints unnecessarily.
We don’t conduct ourselves in an impersonal or legalistic manner.