'Treating Customers Fairly' - Our Customer Policy

Our Policy
The Partners and staff of Pentins are committed to providing the highest standard of financial advice possible.  As a firm we take very seriously the requirements of the FSA, in particular the requirement to treat our customers fairly.  We strive to do this in all that we do.

Our Values
We are guided by the values that have been developed to protect and build on the heritage and knowledge of our business, whilst moving with the modern, ever changing business world:

Integrity
Trust
Clarity
Upright
Progression

We undertake that all our actions will be guided by the principle that the interests of our customers are paramount.  Our systems and procedures are designed to place our customers at the heart of our business.
In our dealings with you can expect that:

• We will be open and transparent in the way we deal with you;
• We will not place our interests before yours;
• We will communicate clearly and without the use of jargon;
• We will inform you of our charges before undertaking any work for you;
• We will deal with any complaints promptly and fairly.

As examples of how the principles and guidelines mentioned above work in practice in our business we set out below details of what you can expect from us in various areas of our business.

When we give advice

• We will only recommend suitable investments and other products after finding out sufficient information about your circumstances to be able to advise properly.  Our advice will be guided only by what is best for our clients.

• We will set out in writing and in clear concise terms why we recommended any particular investment or product.
• We will inform you in advance of our charges and how these should be paid.  If any commission is paid because you invest in any product or investment then we will tell you how much this is.
• In the event that there is any conflict of interest between us and you we will tell you about this as soon as we can after becoming aware of this.
• We will keep comprehensive records of our dealings with you and will record your attitude to risk.
• Where appropriate, and where agreed between us, we will monitor your investments and other financial products and contact you to let you know how they are doing.

When things go wrong 

• If you complain about any aspect of our service then you can expect that your complaint will be dealt with professionally, impartially and in accordance with the rules laid down by our regulator, the Financial Services Authority (FSA).
• We are insured as required by the rules laid down by the FSA.
• We will provide details of our complaints policies and procedures on request.

We hope that you find using our services a pleasant and straightforward experience.  We always welcome comments and observations about the way we deal with our customers and would encourage you to contact us if you have any comments on the way we deal with you.