Our Client Charter

This service charter outlines our service commitment to you, our clients. We are committed to providing the highest possible service levels in all our interactions with you and continually strive to improve our service to you.

Underpinning our philosophy is a client led ethic, based on proactive and timely delivery of service and a willingness to actively seek feedback regarding your service experience.

What you should expect from SG

Our Key service commitments to you are;

• Client Focus
• Quality
• Transparency
• Privacy

Your feedback is important to us

If you consider that our level of service can be improved or has failed to meet our charter, we would appreciate hearing your suggestions, comments or complaints. The SG client feedback process is designed to ensure that your feedback is addressed promptly and fairly.

This is a confidential, free service to you and you may deliver this feedback online, verbally or in writing.

Client Focus

SG aims to attract, retain and sustain relationships with loyal clients. We do this by building your trust and confidence in our reputation for unrivalled service, integrity, ethical practice and expertise in our business environment.

Our commitment at SG will ensure that you will:

• Be able to interact and communicate with us in the way that suits you best.
• Receive the best possible experience, supporting our outstanding service levels with market leading specialist products.

Quality

• Experience excellent service and advice that sets us apart from our competitors.
• Benefit from our investment in recruiting and training the best people to ensure that our staff have excellent product knowledge and communication skills.

Transparency

It is important to us that you feel that all your dealings with us are open and clear;

• We will adhere to the highest standards of ethical behaviour.
• We will advise you of your rights and entitlements.
• We will explain clearly any advice given and respect your rights to question that advice.
• We will maintain and review a conflict of interest policy across all areas of our business ensuring that your best interests are always served.

Privacy

At SG, discretion and privacy remain of paramount importance.

• We will respect the privacy and confidentiality of your personal information.
• We will take all reasonable precautions to prevent unauthorised access to your personal information.
• We will, with your help, keep your personal information accurate and current.

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