C L I E N T S E RV I C E C H A RT E R

O U R P H I L O S O P H Y

“ Our success will be measured by our clients choosing us because of their belief in

our ability to meet and exceed their expectations of performance, client service,

and expertise. Whatever the situation, we respond with reliable and personal

advice tailored to our clients’ individual requirements.”

Darren Jones

Principal of Castlerock Wealth Management

Senior Partner Practice of St. James’s Place Wealth Management

Our belief is that each client should be treated as an individual; after all, we are all

unique. Tailored holistic wealth management advice can make the difference between

a prosperous future and the disappointment of unrealised potential.

Putting you firmly at the centre of everything we do is core to our culture and enables

us to deliver a genuinely client-focused business. We do not provide off-the-shelf

(or off-the-web) solutions but offer you the benefit of a single relationship to meet your

financial needs both now and in the future. If we meet or exceed your expectations,

we believe that not only will you become and remain a satisfied client but that you may

also become an advocate for our business.

Castlerock Wealth Management was founded with the philosophy of providing

a unique and invaluable resource to those individuals, business owners and trustees;

who are time-limited and need professional advice. Our team of wealth professionals

provide bespoke investment, retirement, estate planning, taxation and protection

advice with innovative solutions. We place a strong emphasis on making the complex

decisions easy for clients. We eliminate the complexity; provide you with clarity, and

the decision making becomes easy.

This service charter outlines our wealth management services and expertise and we

very much look forward to building a professional and valuable relationship with you.

The value of an investment with St. James’s Place will be directly linked to the

performance of the funds selected and may fall as well as rise. You may get back less

than the amount invested.

PAG E 3

Senior Partner Practice of St. James’s Place Wealth Management

H OW W E C A N H E L P YO U

Putting you firmly at the centre of everything we do is core to our culture and enables us to deliver a genuinely

client-focused business. Our aim is to help you reach your financial goals and aspirations by creating a structured

financial plan; helping to mitigate income, capital gains and inheritance tax, within the parameters of our clients’

individual circumstances. We work in partnership with our clients to provide security now, prosperity in the

future, and the highest standards of satisfaction in all our dealings. Success for our clients means success for our

Practice. If we meet or exceed your expectations we believe that not only will you become and remain a satisfied

client, but you may also become an advocate for our business. We aim to deliver our commitment to you by:

• Providing highly experienced and qualified

face-to-face financial advice

• Understanding your financial circumstances

and objectives

• Affording you the opportunity to

review your financial affairs regularly

• Ensuring that your investments are

reviewed regularly

• Focusing on your priorities

• Agreeing an ongoing servicing

framework with you

• Ensuring that our correspondence and

literature is clear and easy to understand

• Encouraging and listening to your feedback

• Ensuring that our dealings with you are

always sensitive to your particular needs

PAG E 4

We work with your existing advisers, where appropriate, and liaise with other specialists and experts as needed.

Our structured advice process is designed to help you make informed decisions and avoid costly errors. Our

overriding aim is to establish and maintain trusting and mutually beneficial relationships over the longer term.

The levels and bases of taxation and reliefs from taxation can change at any time. The value of any tax reliefs

depends on individual circumstances.

You will develop a sense

of progress towards your financial

goals

There will be a proactive process in place to review

your financial planning and consider ongoing

planning opportunities

You will have a plan in place which is

supported by your adviser that is risk-

adjusted and targeted to your objectives

There will be clear understanding

of your personal financial

objectives

YO U R P E R S O N A L W E A LT H M A N AG E M E N T S E RV I C E

All we ask in return is that if you are happy with the advice and help you have received that you become an

advocate of Castlerock Wealth Management, and provide an introduction to like-minded people whom you

think may be able to benefit from the same service that has been provided. Most of our new clients come to us

in this way, through referrals from satisfied clients.

• We will ensure that at all times our relationship with our clients is based on the principles of utmost good faith and integrity, dignity and respect; being mindful of the well-being of our clients at all times.

• All recommendations are made without obligation.

• We will explain our recommendations to you in full at the time of giving advice and confirm them in writing to you.

• We will communicate with you in plain English, avoiding jargon or financial terminology where possible.

• When dealing direct with elderly clients or clients who are vulnerable, we invite the client to involve a trusted friend or member of their family in discussions and written communications.

• We will keep up to date with changes in regulation; and maintain our qualifications and authorisations in line with the requirements of the Financial Conduct Authority and Later Life Adviser Accreditation. We will provide evidence annually of our knowledge and skills.

• We allow for any disability, including hearing and visual difficulties, and take this into account when communicating. Correspondence and documents can be produced in large print if necessary.

• We will agree with you how frequently you wish to be contacted and visited in future.

• You can contact our office at any time. If we are unavailable and you leave a message we will return your call as soon as possible and reply to any correspondence within two working days. Outside office hours you can leave a message and you will be contacted on the next working day.

• Relationships with other third parties shall be dealt with in a professional manner conducive to best principles. Any conflicts of interest, where they cannot be eliminated, will be disclosed to the client.

PAG E 5PAG E 4

T H E A DV I C E C Y C L E

Agree ongoing review and service framework

Recommendations and Implementation

Planning Meetings

Evaluation and Analysis

Discovery/Review Meetings

• Initial meetings are provided without obligation.

• Expert evaluation and analysis in order to identify areas where we can assist

you in achieving your goals or where we believe we can add value to your

existing arrangements.

• Planning meetings to consider options and agree a strategy suited to your

risk profile and objectives.

• Recommendations are always confirmed in writing and supported by

personalised illustrations and key facts documentation.

• As future needs and objectives change over time, we believe that

a fundamental part of effective wealth management is regular face-to-face

reviews of your arrangement. Only in this way can we ensure that our

recommendations and advice remain “fit for purpose”.

Y O U R G U A R A N T E E

St. James’s Place guarantees the suitability of the

advice given by Castlerock Wealth Management

when recommending any of the wealth

management products and services available

from companies in the group. This quite simply

gives you reassurance and peace of mind when

planning your financial future.

The Partner Practice represents only St. James’s Place Wealth Management plc (which is authorised and regulated by the Financial Conduct Authority) for the purpose of advising solely on the Group’s wealth management products and services,

more details of which are set out on the Group’s website www.sjp.co.uk/products. The ‘St. James’s Place Partnership’ and the titles‘Partner’ and ‘Partner Practice’ are marketing terms used to describe St. James’s Place representatives.

H2SJP28781 07/18

W W W. C A S T L E RO C K W E A LT H . C O. U K

T: 020 3330 0940 | F: 020 3330 0949

E: castlerockwealth@sjpp.co.uk

KENT OFFICE

26 High Street, Rochester,

Kent, ME1 1PT

LONDON OFFICE

York House, 23 Kingsway,

London,WC2B 6UJ