Treating Customers Fairly

Our Customer Statement

We are committed to offering our customers the highest possible standards of service. We recognise that both our customers and Braemar have everything to gain if we look after your best interests and treat you fairly in all aspects of our dealings with you.

Our commitment to you

We will:

• act in your best interests;
• ascertain your personal and financial circumstances, needs, preferences and objectives before making a recommendation;
• only recommend a course of action that we consider suitable for you;
• not recommend a product if we can’t find one we consider suitable;
• explain the risks and impact of the advice we give you in a way you will understand;
• provide you with clear information about the products and service we offer, including fees and charges;
• encourage you to ask if there’s something you don’t understand;
• try to provide you with products that perform as we led you to expect;
• give you access to a complaints procedure should you become unhappy with anything.

How you can help us

To help us give you the most appropriate advice, we will ask you to:

• tell us as much as possible about your personal and financial circumstances, needs, preferences and objectives so that we can assess your situation and determine what advice we should give you;
• let us know about changes in your personal and financial circumstances and your needs and objectives;
• tell us before you act on our advice if you do not understand the risks and likely impact on your future;
• let us know if there is any aspect of our service, or of a product we have discussed or recommended that you don’t understand;
• tell us if you do not understand what service you will get from us in the future;
• tell us if you think there are ways we can improve our service.

Thank you for choosing us as your advisers.

Taking any of your pension benefits early is likely to reduce your income at retirement. Therefore, pension release is only suitable for a very limited number of people and circumstances and should not be seen as an easy option for raising cash. This is because a pension is designed to provide you with benefits when you retire.