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What’s happening?
We're committed to ensuring our customers receive the service they expect and deserve. We've identified that some customers may not have received the ongoing advice services they have paid for, and to rectify this we are undertaking a review of ongoing advice services provided by financial advisers in our network between 2018 and 2023.
If you feel your adviser didn't deliver the ongoing advice service you paid for, please contact us.
You don't have to use a Claims Management Company (CMC) or law firm to have your case reviewed. A CMC may take a significant proportion in fees from any refund or compensation that you're offered.
Received a letter from us?
If you’ve received a letter from us inviting you to participate in our review of ongoing advice services, then you can tell us if you want to be included in the review or not on using our online form.
Who’s included in the review?
This depends on how your adviser is linked to Quilter:
Included in the review:
Clients of our own advice network, Quilter Financial Planning, and its appointed representative firms. This includes Quilter Financial Advisers and Quilter Cheviot, our national advice businesses.
Excluded from the review:
Clients of financial advisers who are independent of Quilter, and who only recommend Quilter for its platform, products and investments.
What happens next?
If your adviser is part our of our advice network, and you feel you haven’t received the ongoing services that you’ve paid for, you may be entitled to compensation. We’re committed to ensuring that every customer who’s been affected by this will be fully refunded.
If you would like us to review your individual situation to see if a refund may be due, please fill in this form.
We’ve received reports of Claims Management Companies (CMCs) indiscriminately targeting customers through social media, text message, and via phone regarding compensation allegedly owed by Quilter for ongoing advice services.
If you feel that you’ve not been provided with ongoing service despite paying a fee, please contact us directly. This approach is recommended by our regulator, the Financial Conduct Authority (FCA). By reaching out to us, you can ensure that you receive the full amount of any compensation owed to you, without deductions by a third party.
Frequently asked questions
You may be entitled to compensation if your adviser is an appointed representative of our advice network, Quilter Financial Planning. This includes Quilter Financial Advisers and Quilter Cheviot, our national advice businesses. If your adviser is independent from Quilter, and only recommended our platform, products and investments to you, then you won’t be.
As part of your servicing agreement, you should have been contacted at least once a year to check for any significant changes to your circumstances. Your adviser should then have confirmed the ongoing suitability of your investments or advised alternative options for you to consider.
Details of the services agreed between you and your adviser will have been confirmed in the documentation issued to you at the time. As part of this engagement, we would expect your adviser to have been in contact with you to discuss your specific circumstances and requested you to complete various documents to inform them of your current position.
Ongoing advice service charges are fees paid to a financial adviser for the ongoing management of your investments. These fees are usually a percentage of your assets under management taken from your investments. Alternatively, you could have paid these fees directly to your adviser.
You don’t need to do anything, and we will contact you directly if we think your case needs reviewing. You may be due a review if your adviser is an appointed representative of our advice network, Quilter Financial Planning. This includes Quilter Financial Advisers and Quilter Cheviot, our national advice businesses. If you’ve been paying your adviser for an ongoing service but don’t believe you have been receiving this service and would like your case looked into, then please complete this form.
At this time, we can’t give any guarantees regarding how long the review will take. We’ll consider your case alongside other customers, and each individual review involves careful examination of a lot of information. We hope to reach a conclusion quickly and appreciate your patience. If you are due a refund, we’ll add any interest due.
Our regulator, the Financial Conduct Authority (FCA), recommends you come directly to us if you feel you’re entitled to a refund. By contacting us, you can ensure that you receive the full amount of any compensation owed to you, without deductions by a third party. If you choose to use a claims management company, they may take up to 30% in fees from any refund or compensation offered.
No, they wouldn’t be part of our review.
Our commitment to you
Quilter takes your privacy and financial well-being seriously. We maintain the highest standards of data protection and have not shared your information with any unauthorised third parties. Our dedication to service excellence is reflected in our strong rating on Trustpilot, demonstrating the trust and satisfaction of our customers.
Get in touch
If you'd like to get in touch with our dedicated team you can email them on customeroutcomehub@quilter.com or call them on 02380726969.