The FCA has launched a new regime to support and develop firm-client relationships, called The Consumer Duty. This new regulation will lead to a major shift in financial services as it sets out higher expectations and clearer standards for regulated firms. While we are confident that achieving ‘good consumer outcomes’ is already hard wired into our day-to-day operations, there is always room for improvement. As such, we will be making some substantial changes to our business to improve how we work with you. These changes may result in some adjustments to the services we provide to ensure we can maintain the level you have come to expect.
 
While reviewing our products and services, we aim to resolve any issues as quickly as we can as we move through this process. We appreciate many companies may ask you for feedback or to complete a survey which can be annoying, but should you receive a request from us in the coming months, please respond if possible as your feedback is invaluable and highly appreciated.
 
We welcome and embrace these changes and intend to fully play our part in improving the Financial Services Industry. This will result in enabling good financial decisions, vital for financial wellbeing, and we look forward to working with you under the new consumer duty rules.