The FCA Consumer Duty is a new Consumer Principle that requires firms to act to deliver good outcomes for retail customers. The outcomes relate to the following;

• products and services
• price and value
• consumer understanding
• consumer support

The rules require firms to consider the needs, characteristics and objectives of their customers, including those with characteristics of vulnerability, and how they behave, at every stage of the customer journey. As well as acting to deliver good customer outcomes, firms need to understand and evidence whether those outcomes are being met.

Complaints

In the unlikely event of your having a complaint about any aspect of investment products or services which we have supplied to you, please immediately contact the compliance officer at Sheppard Davies Asset Management Ltd. Your complaint can be in writing or by telephone or email and will be dealt with as a matter of urgency. You will receive a response within five working days and be informed of the progress of the complaint. A final response will be issued within eight weeks of receipt of the complaint. However, if this is not achieved, a statement of progress will be issued with a new date for the final response.

If we cannot deal with the complaint to your satisfaction, you have the right to take the complaint to the Financial Ombudsman Service (FOS) and we would send you a leaflet explaining how this should be done. We will also send you a copy of the firm’s complaints procedure if you wish.