Treating Customers Fairly

Gibson Lamb's purpose is to help our clients understand, protect and increase their assets. To achieve this, we must continue to be (and be seen to be) a well managed, financially strong organisation which treats its customers fairly through meeting their needs both in the short and long term.

Who are our customers?
When our regulator, the Financial Services Authority (FSA) refers to Treating Customers Fairly, it is focussing on the "end customer", therefore our private clients are our customers.

How do we define "fairness"?
People have different views on what is "fair" and this can change with circumstances. It will also change over time - and where appropriate, we may treat some groups or future generations of clients differently from those who purchased our services from us in the past. We have agreed on a set of principles for all of us to follow but with flexibility. This is very much in line with the FSA's approach. Rather than specifying detailed rules, they too have set out some high level principles supported by guidance and case studies demonstrating good practice.

Our Principles
We will ensure that fair treatment of our clients is at the core of the way in which we run our business. We will do this by:

Developing and promoting propositions and services which meet the needs of our clients.

Giving independent financial advice and acting on the client's behalf at all times

Providing our clients with clear, timely information and good service throughout our relationship with them

Recognising that frequently both we and product providers have a shared relationship with clients

Ensuring the behaviour of all employees and Members of the LLP help us treat our customers fairly

Ensuring all of our employees and Members of the LLP have the tools and training to deliver good service to our clients

Continually measuring and reviewing our performance

We regularly consider all parts of the lifecycle of our relationship with customers including each of the following to an appropriate degree:

Marketing and promotions
Sales and advice
Ongoing servicing
Complaints handling

If you have any queries or would like any further information about how we make sure that we treat our customers fairly, please do not hesitate to contact us.

Click here for more information.

Our Green Statement

Gibson Lamb is committed to reducing our environmental impact. We are proud that reuse and recycling is second nature.

The Financial Services industry unfortunately generates significant amounts of paper. We try to minimise this by communicating electronically whenever possible and we store all of our correspondence electronically meaning that we do not have to print a file copy. Whatever paper is produced, whether internally or received from external sources, is recycled (following secure destruction if appropriate).

We turn the lights, air conditioning and the computers off when we go home and encourage the drinking of tap water rather than bottled water. We all commute to the office using public transport. Our copy paper is 100% recycled as is the board used to produce our 'Private Client Service' brochure.

In 2008 we recycled enough paper and cardboard to save 19 trees, equivalent to 1,982kWh of energy.

In short we do as many simple, easy and practical things as possible.

Call us if you would like to know more...

Our Mission Statement

No, nothing to do with Tom Cruise...

We believe it is important that we have a corporate goal, a reason to do what we do...

Obviously we are doing our best to run an efficient, profitable business. But all businesses can say that - after all who wants to run an inefficient, loss making business?!

We invest heavily in our staff, our ‘systems and processes’ including some very clever IT, but none of that would matter without our clients.

So, finally getting to the point, our mission statement is:-

“To provide a transparent customer focused value for money service that puts the client's needs and objectives first”

Don't hesitate to let us know what you think!