At Financial Planning by TaxAssist, we are dedicated to fostering enduring client relationships founded on trust, exceptional service, and the quality of our initial and ongoing financial advice. Our fundamental philosophy is straightforward: to secure financial peace of mind for you and your family across generations.
We are committed to delivering a highly personalised service, with the goal of 'earning the right' to be your trusted financial advisor for many years to come. Our mission is to empower you to make informed financial decisions and realise your goals through personalised financial advice.
Our Customer Charter outlines our dedication to transparency, integrity, and the highest standards of customer care in line with the FCA Consumer Duty.
A full PDF version of our Customer Charter is also available to download.
Our Values
At Financial Planning by TaxAssist, our core values shape every aspect of our work.
Your financial well-being and satisfaction are our top priorities.
Transparency
We believe in open and honest communication. You will always receive clear and concise information about our
services, fees, and any potential conflicts of interest.
Trust
Trust is the cornerstone of our relationship with you. We understand the importance of trust when it comes to managing finances. At TaxAssist
Financial Services, we strive to earn and maintain your trust by providing independent, qualified recommendations that can be trusted to meet your financial goals and your risk appetite. Your trust in us is paramount, and we will always act in your best interest.
Personal Service
We believe in providing a personalised service. We recognise that every client is unique and has specific financial goals and challenges. We take the time to understand our clients' needs and tailor our solutions accordingly.
Results with value
Our goal is to deliver results that truly add value to your finances. We strive to help our clients achieve their financial objectives.
Empathy
We understand that financial matters can be complex and can have a significant impact on people's lives. That's why we approach our work with
empathy and compassion. We listen attentively to our clients' concerns.
Clear and timely communication
We deliver clear, honest advice in a timely manner whilst ensuring we understand your needs and financial objectives. You will have a dedicated and friendly planner who will be by your side to support you from your initial enquiry, all the way through to the completion of your service.
Our Commitment to You
We promise to:
Provide integrated advice
We work closely with our partners – TaxAssist Accountants and TaxAssist Tax Consulting to deliver integrated tax and financial advice. We work with our partners to deliver a holistic service designed to save you tax and make your money work as hard as you do.
Provide Independent Financial Advice
Financial Planning by TaxAssist is a privately owned company with whole-of-market access to pension, mortgage, equity release, protection
and investment products, which allows us to find the product that truly meets your needs.
Provide expert financial advice to business owners
Being the Financial advice arm of TaxAssist we are experts in helping businesses and business owners. When advising you, we will also look to advise your business helping it to make use of cash in the bank to manage risk and build a stronger future.
Provide clear advice you can trust
Our highly qualified planners use their expertise and industry knowledge in a forever-changing market to deliver independent, impartial, and tailored advice with your best intentions at the heart of any recommendations we make. We help you understand the complexities associated with financial services, by explaining everything in simple terms.
Provide an exceptional and personalised service
We will take the time to understand your financial goals, aspirations, and challenges in order to provide personalised financial advice and solutions designed to meet your individual needs and circumstances. Providing an exceptional client experience is the cornerstone of our offering.
Provide regular updates and review meetings
We will keep you informed about the progress of your financial plans and investments including their value and performance.
Through our client service review meetings, we will:
- Review and adjust your financial goals. We adapt your financial plan to accommodate any changes in your circumstances.
- We regularly assess your appetite for investment risk as your circumstances evolve to ensure your investments align with your objectives.
- Discuss your financial progress and address any concerns or changes in your needs.
Be accessible
We are accessible and approachable. You can contact us easily, and we are always ready to address your concerns and answer your questions. You can reach us between review meetings to discuss any important financial matters as we understand that things change and that plans may need to be adjusted with little notice.
Regularly rebalance your investment portfolio as applicable
The investment services we use are designed to stay relevant and optimised to your goals and attitude to risk. This means you can relax knowing that as the world changes and markets move, your investments are being looked after and are adjusted by professional investment managers to reduce risk and optimise your investment returns.
Clarity of prices
We will clearly explain our fees and charges, ensuring you have a complete understanding of the fees associated with our services. In line with this, we are transparent about our charges for ongoing advice. Our advice is not free, and we discuss the costs with you before you commit to engaging with us. The specific amount charged will be provided on your personalised illustration. If you have any questions, please do not hesitate to contact us.
Communicate in a clear and timely fashion
We will always strive to make all of our communications easy to understand and accessible, avoiding jargon where possible and deliver timely responses.
Feedback-driven improvement
We want your feedback! We will listen to and act on your feedback in order to continually improve our service standards. We are committed to
continuously improving our services and processes to better serve you and adapt to evolving financial landscapes.
Comply with the FCA Consumer Duty
We will always act in your best interests, prioritise your needs, and provide fair and honest services, in line with the FCA's Consumer Duty principles.
Your Responsibilities
To help us deliver the best possible service to you, we also require you to:
Provide accurate information
Provide accurate and complete information about your financial situation and goals to enable us to offer the best advice and solutions for
your needs.
Ask questions
Please ask questions and seek clarification about any aspect of our services or recommendations.
Keep us informed
Please update us on any changes in your financial circumstances that may impact our services or your goals. Once you are a client, we want to hear about your life events so we can help you when you need it.
Feedback
Please share your feedback with us, both positive and negative, to help us improve our services.
Customer complaints
We will take all customer's feedback seriously and will address complaints in accordance with the FCA guidance on complaint resolution as outlined in the FCA Handbook.
Upon receiving a complaint the following steps will be taken by 2plan:
- Thoroughly and fairly investigate the complaint, ensuring competence, diligence, and impartiality. Gather any additionalinformation that may be necessary.
- Conduct a fair, consistent, and timely assessment of:
The subject matter of the complaint.
Whether the complaint should be upheld.
What appropriate remedial action or redress may be required.
If applicable, whether there are reasonable grounds to believe that another respondent may share responsibility for the alleged issue. All relevant factors should be considered. - Offer redress or remedial action if it is deemed appropriate based on the assessment.
- Promptly and clearly communicate to the complainant the assessment of the complaint, the decision made regarding it, and any offer of remedial action or redress. Ensure that this communication is fair, transparent, and devoid of misleading information.
- Promptly fulfil any offer of remedial action or redress accepted by the complainant.
At Financial Planning by TaxAssist, we are proud to uphold the values of trust, transparency, and exceptional service, as mandated by the FCA's Consumer Duty. We strive to go above and beyond to ensure your financial well-being and peace of mind. This Customer Charter reflects our commitment to providing you with exceptional financial services and ensuring your interests are always at the forefront of our actions.