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Treating

Customers

Fairly

We are a people’s business and so we never lose sight of the fact that it is our clients who help to shape our company and make it the success it is today.

Zoe, Paul, Jake, Ian, Martin, and Richard

We continually strive to ensure that clients of our advisers receive a market leading service, so that they can really see the benefits of independent financial planning. Most importantly, advisers take the time in the beginning to discuss with you your financial aspirations now and for the later years.

Vision is structured to enable our advisers to spend more time with clients thus providing you with an unparalleled relationship based financial planning service together with a personalised approach and professional skills within the industry.

At Vision, we will always aim to treat every client fairly and honestly. We are authorised and regulated by the Financial Conduct Authority (FCA), and adhere to their guidelines in this area.

The FCA has identified six desired outcomes that demonstrate that a firm is treating its clients fairly, which are as follows:

Fair

Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.

Personal

Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.

Transparent

Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

Suitable

Where consumers receive advice, the advice is suitable and takes account of their circumstances.

Honest

Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.

Reasonable

Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

“I have known James for many years and I have always had a good working relationship with him. Being elderley my family are also involved with decisions and they too regard James as a confident knowledgeable and understanding Finance Advisor. He always listens and helps us to understand in easy language anything we are unsure of, and always puts our best interests first. I would recommend James to anyone needing financial advice.”
“My advisor is very easy to talk to and also very patient. I feel she has a high degree of empathy for my changing circumstances. I’m very happy with the service she provided for me and my husband, and that she provides for me.”
“Matthew and his team take time during our discussions and outside of discussions to talk about financial needs. I have contacted Matthew a number of times outside of arranged appointments and he has taken the time to discuss my needs/queries.”
“We are totally satisfied by the service provided by our adviser (Castle Wealth). Any queries have been answered very quickly and the service we have received has made our retirement stress free.”
“Alastair Frith has remained as upbeat and positive as he could over the past year or so, and we appreciate his honesty and forthrightness when we contact him with our reservations and concerns.”
“My circumstances are quite specific as I expect to move abroad in the next few months. Mr Williamson understood this and how it would limit my options and explained how his future advise would also be limited. He understood my needs and put in a significant amount of effort to meet them. When I return I look forward to continuing my working relationship with him.”

Fair

Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
“I have known James for many years and I have always had a good working relationship with him. Being elderley my family are also involved with decisions and they too regard James as a confident knowledgeable and understanding Finance Advisor. He always listens and helps us to understand in easy language anything we are unsure of, and always puts our best interests first. I would recommend James to anyone needing financial advice.”

Personal

Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
“Matthew and his team take time during our discussions and outside of discussions to talk about financial needs. I have contacted Matthew a number of times outside of arranged appointments and he has taken the time to discuss my needs/queries.”

Transparent

Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
“My advisor is very easy to talk to and also very patient. I feel she has a high degree of empathy for my changing circumstances. I’m very happy with the service she provided for me and my husband, and that she provides for me.”

Suitable

Where consumers receive advice, the advice is suitable and takes account of their circumstances.
“We are totally satisfied by the service provided by our adviser (Castle Wealth). Any queries have been answered very quickly and the service we have received has made our retirement stress free.”

Honest

Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.

“Alastair Frith has remained as upbeat and positive as he could over the past year or so, and we appreciate his honesty and forthrightness when we contact him with our reservations and concerns.”

Reasonable

Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

“My circumstances are quite specific as I expect to move abroad in the next few months. Mr Williamson understood this and how it would limit my options and explained how his future advise would also be limited. He understood my needs and put in a significant amount of effort to meet them. When I return I look forward to continuing my working relationship with him.”