Dynasty Asset Management will aim to demonstrate through our processes, behaviours and monitoring that we are consistently treating clients fairly throughout the stages of the advice/product life cycle to which we can contribute.
These may include:
Product and service design
Products and services and their distribution strategies are designed and developed for specific target markets, based on a clear understanding of the likely needs and financial capability of each client group.
Promotion and marketing
Products are marketed to specific target groups, through clear and fair communications that are not misleading and are appropriate to the target group.
Advice
Where advice is provided, advisers are fully equipped to provide advice that is suitable to the needs of the client concerned, following the objectives of TCF and avoiding conflicts of interest.
Point-of-sale
To provide clear, balanced and fair information to enable clients to make informed decisions about transacting with Dynasty Asset Management, our products and services. Product risks, commitments, limitations and charges must be transparent.
Information after implementation
To provide clients with ongoing relevant information to enable them to monitor whether the product or service continues to meet their needs and expectations, and provide acceptable levels of service for post-implementation transactions or enquiries.
Complaints and claims handling
To honour representations, assurances and promises that lead to legitimate client expectations.
Legitimate expectations must not be frustrated by unreasonable post-implementation barriers. There is a requirement for fairness and consistency, and to deal with complaints timeously and fairly.
In order to fulfil our commitment to treating our clients fairly we will focus on the following aspects:
- We will follow the requirements of the FAIS General Code of Conduct as embedded in the FIA Code of Conduct.
- We will adhere to our Conflicts of Interest policy in dealing with clients.
- We will put management information mechanisms in place that are designed to monitor and measure Dynasty Asset Management’s performance in delivering the relevant fairness outcomes.
- All our members of staff are trained to deal with our clients and are committed to maintaining high standards of service.
- Our staff are not remunerated or incentivised in ways which encourage them to deal with our clients in an unfair or biased manner.
- We will always tell clients what they can expect from our relationship.
- We will provide high levels of ongoing service to clients.
- We will monitor the continuing performance of products or funds that we have implemented for clients to assess the ongoing suitability of the product for themselves.
- We will maintain open communication lines with Dynasty Asset Management’s product suppliers and ensure that we understand their products and services.
- We will review our TCF policy on an ad hoc basis but at least annually.
Complaints handling
- We will handle complaints fairly, promptly and impartially.
- In dealing with complaints we will ‘treat like situations alike’ and give careful consideration to whether an error might have affected a wider class of clients, and what should be done to remedy this.
- We will pay attention to the outcomes of complaints, which can serve as an important source of intelligence about the health of our business and systems. We will investigate the root causes of complaints and obtain feedback from clients who have experienced our complaints process in order to improve the level of service that we provide.
- We will measure the length of time taken to deal with a complaint, the outcome, and the way in which the outcome is communicated to the client in order to ensure that we are treating our clients fairly.
Treating Clients fairly in our business
- We encourage and welcome feedback from staff and clients on our services and procedures.
- Staff objectives include TCF as an explicit and measurable objective and performance.
- All staff will complete refresher training and testing on an ad hoc basis.
- Before we contract with a third-party, we will satisfy ourselves of their commitment to treating our clients fairly. In particular, we will consider their TCF policy and the management information that they can provide to demonstrate the fair treatment of our clients.
- Our complaints process will be clear and easy to understand.
