Our aim is to be known as East Anglia’s best Independent Financial Advisers. It is therefore vital to maintain the trust of our clients and ensure they receive a quality of service which is of a consistently high standard throughout the company. To underpin this commitment, we have a number of performance standards and initiatives that we feel will cement our relationship with both existing and new clients.

Finance Shop Values provide a number of specific service benchmarks for our clients.

Transparency – by being open and honest at all times with clients, including making it clear what our charges are from the start, will help ensure that we adhere to the FSA initiative of “Treating Customers Fairly”.

Knowledge – it is important that we know as much about you as possible to ensure we can advise you correctly, but it is also important that our advisers are suitably qualified to enable them to deliver this advice. Finance Shop has a wealth of experience to call on and all advisers have the correct level of qualifications. However, we also realise that specialist advice is sometimes required and therefore we have close relationships with tax and legal experts who can be called upon when needed.

Innovation – As the marketplace, legislation and the financial world are constantly changing, we will keep abreast of all the key issues that may affect you as our client. With the use of the latest technology, we are able to offer an increasingly personalised service and our unique Wealth Management process can help ensure that your pension or investment is regularly monitored.

Clarity – as the world of financial services can be very confusing, we will do our utmost to communicate to you in “plain English”, both in our face-to-face meetings and via any written reports. Our internal compliance team check that all communications are fair, clear and not misleading.

Availability – We aim to be available when needed by clients. All our advisers can be contacted by e-mail or telephone. We can meet you in any of our three offices, or if you prefer, at your home or place of work. We will respond to any telephone / email enquiry and will give timescales for our response.

Expectations – It is important that our clients’ expectations are managed; that they are not led to expect unrealistic performance from products recommended and that the service received is as good as promised. Regular checks are made by our internal compliance officers that projections of performance and promises of service both verbally and in writing are appropriate and justifiable.

Feedback – We welcome and regularly request feedback on advice and service received. This feedback is supplied to the management of the firm to identify possible areas of improvement and development. Individual performance reviews are linked to feedback from clients.