MoneyAdviceNetwork Customer Service Charter

MoneyAdviceNetwork Members must:

1. Conduct all their business dealings with integrity, due care and diligence.
2. Take reasonable care to organise and control their affairs responsibly and effectively.
3. Maintain adequate financial resources at all times and protect client assets when they are responsible for them.
4. Take reasonable care to ensure the suitability of their advice and avoid conducting their business solely on the basis of remuneration.
5. Observe and maintain regulatory standards of market conduct, respect their customers' interests and treat them fairly
6. Have due regard to their customers' information needs and communicate to them in way that is clear, fair and not misleading.
7. Manage conflicts of interest fairly between themselves and their customers.
8. Deal with their regulators in an open and co-operative way and disclose anything relating to the firm of which the regulator would reasonably expect notice.
9. Improve constantly and forever the system of developing the products and services to ensure a high quality of service afforded to their customers.
10. Have suitably written and publicised policy for handling complaints that meets regulatory requirements.