If you are unhappy with our service

If you have a complaint about your adviser, or any financial advice you have received from your adviser, please contact us:

Quilter Financial Planning Complaints Department
Riverside House
The Waterfront
Newcastle upon Tyne
NE15 8NY

Email: QFPcomplaints@quilter.com
Tel: 0191 241 0700

You can find more information by visiting the Quilter Financial Planning website:https://www.quilterfinancialplanning.co.uk/contacts/

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service(www.financial-ombudsman.org.uk)

You also enjoy the reassurance that comes from knowing we abide by our client charter:

The great joy of financial freedom is having your heart and mind free from worry about life's uncertainties, and our aim is to pave the way for a more secure financial future for you, your family and for businesses of all sizes.

You are the focus of our business: You, your life, your family, your future.

Our understanding of your current financial situation is the keystone to the formulation of a financial plan which will meet your future needs. Many people have goals and dreams, but a goal without a plan is just a wish... an achievable goal is a dream with a deadline.

So it all starts with listening. We listen to your needs, your hopes your dreams, and we formulate a plan, which enables us to offer you clear, no-jargon advice on the most appropriate financial products for your personal circumstances.

This is the start of our journey together, to prepare the plan to meet your goals, to ensure that you, your family and your assets are protected, and to help you build a brighter, more secure future.

The great joy of financial freedom is having your heart and mind free from worry about life's uncertainties, and our aim is to pave the way for a more secure financial future for you, your family and for businesses of all sizes.

You are the focus of our business: You, your life, your family, your future.

Our understanding of your current financial situation is the keystone to the formulation of a financial plan which will meet your future needs. Many people have goals and dreams, but a goal without a plan is just a wish... an achievable goal is a dream with a deadline.

So it all starts with listening. We listen to your needs, your hopes, your dreams, and we formulate a plan, which enables us to offer you clear, no-jargon advice on the most appropriate financial products for your personal circumstances.

This is the start of our journey together, to prepare the plan to meet your goals, to ensure that you, your family and your assets are protected, and to help you build a brighter, more secure future.

Information we hold about you

In order to advise you properly, we must obtain certain information from you about your financial and personal circumstances.

By providing us with your personal data:

1. You agree that the information we hold about you can be held on computer and/or paper files.
2. You agree that any information which you give us, including sensitive personal data such as health and medical records, may be disclosed to appropriate third parties for the purpose of processing your application and for the ongoing administration of your investment or policy but for no other purpose.

Treating Customers Fairly is a core principle of our company and the way we conduct our business. We are constantly striving to improve our service and develop new and innovative ways to communicate our services and new product information to you.

Central to our Treating Customers Fairly ethos is our commitment to providing clear and concise information, free of "jargon" and written in plain English.

These are the key factors which determine our policy of Treating Customers Fairly

1: Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.

2: Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.

3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.

Costs of Equity Release Schemes

Take into consideration that when entering into any type of equity release scheme there will be set up costs and ongoing costs which can include:

1. Arrangement Fees payable to the lender
2. Legal Fees
3. Valuation Fees
4. Maintenance costs - you are still responsible for maintenance of the property
5. Insurance costs - maintaining adequate buildings insurance

Equity Release, Lifetime Mortgages & Home reversion Plans will reduce the value of your estate and can affect your eligibility for means tested benefits.

This website is used by Ottaways Financial Advisers to inform you of the services we offer. To do this we must obtain certain information from you about your personal and financial circumstances. The information, which you give us, will then be passed by us to potential providers and researchers who will use the information and respond with the terms they have found or that they are prepared to offer. The law requires us to have your consent before we use any personal information you give us or pass it to any third parties. You must therefore agree with us that:

1. Understanding You

By gathering information from you we will find out about any plans you already have in place.

Then by exploring your attitude to risk and return, and your hopes and aspirations, we will build a picture of what you want to achieve.

At this stage you will find out what to expect from us and how you will benefit from using us.

We do not usually charge a fee for this stage.

2. Planning

We’ll explore and research various scenarios to make the best use of your existing plans.

We’ll then recommend how you can build on your existing plans so you give yourself the best chance of achieving your goals.

3. Implementation

Like most of our clients, you will probably prefer us to do the necessary work to put your plan into action. This will save you a lot of time and effort and ensure your plans are set up correctly. We will charge you a fee for doing this, which we will explain to you.

Alternatively, you may decide to implement our recommendations yourself, in which case we just charge you for our time and advice.