Ernest Grant

Ernest Grant pride themselves on developing long-term relationships with both our corporate and private clients.

Central to this is our attitude and commitment to providing the highest level of customer service and operating with the highest degree of integrity. We believe that our business is our clients’ financial wellbeing and therefore we place the utmost importance on being fair in all our dealings.

Fairness to us means doing the right thing for the client at all times. This means:

• Thoroughly exploring our clients’ circumstances
• Understanding their financial aims and ambitions
• Taking time to explore their attitude to risk
• Being open and honest about the options available to a client, taking time to ensure these are fully understood
• Fully discussing the cost of all options as well as the strengths and weaknesses of potential solutions
• Declaring our position and any conflicts we may occasionally encounter (say, for example, if we are advising an employer)
• And keeping in touch during the good and the not so good times.

We believe ‘Customer Service is an Attitude not a Department’ and will always endeavour to look after our clients’ best interests and Treat Customers Fairly whatever the circumstances.

We also strive to be proactive in our contact with you and to always hold your best interests central to our objectives. Finally, we will always work hard to accommodate a change of mind and invite and respond positively to feedback.

Measuring fairness is hard to do but one of the best indicators we have found has been in the number of clients who refer us to their friends or family members for advice. We are pleased to advise that our business continues to expand and develop through these introductions and you have an open invitation to give us feedback.

What you can expect from our advisers:

• Communicate our role as an Independent Financial Adviser and our relationship to our regulator the Financial Services Authority.
• Take time to fully understand your present position, your concerns and your attitude to risk.
• Determine and agree your objectives, financial goals and aspirations.
• Introduce their specialist areas and the teams that they work alongside as appropriate.
• Conduct independent research whilst maintaining a desired level of contact.
• Explain our advice process in a clear and structured manner, including the options by which we can be remunerated for our advice and services.
• Present a clear and accurate solution to meet your objectives, which include products that perform as expected.
• Produce a detailed report on how we arrived at our recommendations.
• Present in full the different levels of ongoing service that we offer to our clients and our referral process.
• Discuss and agree on the desired level of future advice and services and the areas that we recommend you will need in order to achieve your objectives.
• Handle any changes or complaints swiftly and sympathetically, within our agreed time span.
• Ask you to complete a feedback form – enabling our company to constantly strive to improve and deliver the highest quality of service.