Supporting You
We’re committed to placing the needs of our clients front and centre and to making sure that we’re everything they expect us to be. Trust is the licence by which we operate and the maintenance of that trust is always at the heart of every decision we make and action we take. We’re committed to:
Our Customer Charter
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We provide Independent Financial Advice to our clients and that is all we do. We don’t manufacture financial products, nor are we aligned to or in partnership with any investment companies, product providers or technology solutions. We consider all available products and solutions for our clients and make our recommendations based solely on their needs. We believe this to be in the best interests of our clients
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We believe that all fees and charges levied to our customers should be fair, visible, transparent and easy to understand. T hat’s why we make sure that all our clients understand and agree what they will have to pay for the advice and services they receive, both initially and and on an ongoing basis (if applicable), before any work is undertaken on their behalf. We believe in delivering value too and, to that end, we’ve put in place a ceiling on all our fees to ensure that no-one pays more than is required. Good relationships are built on one thing: Fair exchange
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We believe that every client has the right to expect that any person providing financial advice in a professional capacity is competent to do so, both generally and with regard to all required specialisms. That’s why we expect and encourage all our Bespoke Independent Financial Advisers to achieve the highest levels of qualification and excellence, and allow them to advise only on the areas where competence is proven and demonstrable. We see this as a minimum requirement and therefore extend it to our support and admin team as well.
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When you select your financial adviser, you’re placing your trust in them and your financial wellbeing in their hands. You expect them to look after you and be there when you need them, whenever that might be. We believe that too, and that’s why we’ve invested in creating a support system that sits behind your Bespoke adviser ensuring that you access the support you need irrespective of whether they’re available or not. Our clients can expect to receive the support and service of our entire business, not just the Financial Adviser they regularly see.
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We believe in doing things properly. We don’t like short cuts and quick fixes. We’re dedicated to delivering good governance for the sake of all our stakeholders: our regulator, our clients, our shareholders, our employees, our community and our planet. Our sustainability depends on it, and those that depend on us depend on our sustainability. After all, being a good business is good business.
Client Wellbeing
Your Experience Matters to Us
At Bespoke Advice, we want to give you the best experience and the right support—every time.
We understand that life can be unpredictable. Challenges may come from personal health, family, or other life circumstances. Whether big or small, these can affect how you interact with us.
You’re not alone—almost half of people face similar challenges. *
If we notice something might be affecting you, or if you tell us directly, we’ll listen carefully and ask questions to understand how we can help. Sometimes, small changes—like giving you more time or adjusting how we communicate—can make a big difference.
Everyone responds to challenges differently, so we focus on your individual needs.
With your permission, we use a ‘Tell Us Once’ approach. This means we securely record relevant information, so you don’t have to repeat yourself. We handle all sensitive details with care and in line with our Privacy Notice.
Our team is trained in Client Wellbeing and follows our Extra Support Framework. We promote a culture of empathy and action to ensure you feel safe, supported, and respected.
If you need help or have questions, please contact our Client Wellbeing Champion at wellbeing@bespoke-advice.com or 01905 954481. If they’re unavailable, leave a message—they’ll get back to you as a priority.
*Source: FCA Financial Lives Survey 2022
