Treating Customers Fairly

This statement is designed to ensure that David Gourlay Associates is treating its customers fairly through the adoption of the FSA’s principles that drive “TCF”. These are as follows:

A firm must pay due regard to its customers  and treat them fairly
A firm must conduct its business with integrity
A firm must pay due regard to the information needs of its customers, and communicate information to them in a way that is clear fair and not misleading.
A firm must manage conflicts of interest fairly, both between itself and its customers and between a customer and another client.
A firm must take reasonable care to ensure the suitability of its advice and discretionary decisions for any customers who is entitled to rely on its judgement.

We also understand that in representing Openwork we have an additional obligation to implement their core values in dealing with customers and that we by our actions reflect upon their ability to maintain or improve on the core values of which TCF is the central driving force.

Mission Statement

We will endeavour at all times to deal openly and tell the truth
We will give correct information and adequate explanation to enable a customer to make informed decisions. We appreciate that our role is not only as an advisor but as an educator to our customer.
We will endeavour to honour any promises and representations we make.
As our role is in dealing directly with the customer we will do this by:
By ensuring we have good information through fact-finding to ensure we know our customer.
By clearly identifying needs and dealing with those needs that are a priority for the customer in a clear, concise and fair way.
By discussing all the customer’s options and ensuring we disclose clearly any key facts.
By recommending solutions within the customers budget
To use our expertise to ensure we match products to needs
To do what we promise in terms of advice and service in a clear and concise manner.

In addition:
We will keep records of business transacted and communications with our customer
We will operate a database to ensure that customers are contacted at pre-agreed times for reviews
That our staff understand and implement this mission statement.
That we will follow Openwork’s procedure’s for financial promotions
That we will follow Openwork’s training and development programmes to ensure we have the correct expertise.
That we understand Openwork’s core values and their requirements for us to treat customers fairly.
We will follow the correct complaints procedure.
We will follow Openwork’s guide to sales assurance.
Aim to grow our business in line with Openwork’s business requirements.