TREATING CUSTOMERS FAIRLY – OUR STANDARDS EXPLAINED
“INNOVATION & EXCELLENCE”

  • If your first point of contact with the office of Michael Royde is by telephone, you are answered by a person, not a machine. We believe in the personal touch
  • No charge is made for an initial meeting
  • Our Terms of Business are explained to you at your initial meeting
  • We explain the level of service we will provide to you
  • We discuss our charges and agree between us how we will be remunerated for our advice. At all times our fees are fair and reasonable and in your best interest
  • We provide advice from the whole of the market and are truly independent
  • We work for you in providing the best solutions to meet your objectives
  • All information provided by you is held in strictest confidence
  • We undertake thorough research of the market prior to giving you specific advice and give you evidence of this research and the reasons for a recommendation
  • We will write to you in plain English providing a summary of our advice which is unique to your circumstances and objectives
  • In addition to this, we provide full, detailed, technical information about the advice
  • Our advice is supported by documentation from the chosen provider which will clearly state the Key Facts about your product, including an illustration of the costs and benefits
  • You are invited to ask questions at any time during the process and are given time to change your mind
  • As members of Burns-Anderson Limited our advisers are visited and examined quarterly to ensure our standards of advice are being maintained
  • We attend regular meetings with providers and Burns-Anderson and undertake training and examinations for ongoing personal professional development to maintain the highest standard of advice and service
  • Our team is loyal, trustworthy and highly valued by us. They are competent, enthusiastic, polite and well informed and receive regular reviews and training
  • If you wish to complain about our services or the advice you have been given you are shown how to complain
  • We take complaints very seriously and analyse the cause of the complaint and make the necessary changes to our processes to avoid repetition
  • We send you a Newsletter twice a year with topical information inviting you to contact us for a review or further information.
  • You may call us for a review at any time
  • We send you an ISA Newsletter each year with our choice of investment funds
  • All financial promotions are approved by Burns-Anderson Ltd prior to distribution
  • The majority of our new business is generated by recommendations from satisfied clients