Treating Clients Fairly

At Focus, we are committed to offering our clients the highest possible standards of service. In so doing, we are pleased to support the Financial Services Authority (FSA) initiative 'Treating Customers Fairly'.

In looking after your best interests and treating you fairly in all aspects of our dealings with you, we are able to establish a mutually beneficial long-term relationship.

 

We will:

Provide you with clear information about the products and services we offer, including fees and charges.

Ascertain your individual needs, preferences and circumstances before recommending any product or service.

Only recommend a product or service that we consider suitable for you, that you can afford and that is the most appropriate from the available options.

Not recommend a product or service if we cannot find one we consider suitable.

Encourage you to ask if there is something you do not understand.

Give you access to a formal complaints procedure should you become unhappy with our service.

We will ask you to:

Tell us (where appropriate) as much as possible about your income and expenditure, to enable us to properly assess how much you can sensibly afford.

Let us know about changes that might affect your situation and circumstances.

Let us know if there is any aspect of our service, or product we have discussed or recommended that you do not understand.

Tell us if you think there are ways in which we can improve our service.