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. We recently contacted you to understand whether you were satisfied that you had received the ongoing advice services you paid for and expected.
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.
What do I need to do?
If you have received a letter from us and want to reply online, just complete the following information by selecting the option that best reflects your experience.