Frequently Asked Questions

Who regulates you?

We are authorised and regulated by the Financial Services Authority and able to advise on all aspects of financial planning, including: Life Insurance, Pensions (including Transfers and Opt Outs), investments in Unit Trusts, Open Ended Investment Companies, Gilts, Individual Savings Accounts, and various other investments and savings products (including unregulated collective investment schemes).

You can check our remit on the Financial Services Authority Register at www.fsa.gov.uk/register or by calling 0845 606 1234.

Our Financial Services Authority Register number is 230675.

How do I make a complaint?

We always aim to exceed expectations. In the unlikely event that you are unhappy with an element of our service and wish to complain, please contact us in one of two ways.

Write to: PROACT, 1 Hagley Court South, The Waterfront, Level Street, Brierley Hill, West Midlands, DY5 1XE.

Or call us on: 01384 361777.

If you cannot settle your complaint with us, you may be entitled to get advice from the Financial Ombudsman Service.

Am I covered by the Financial Services Compensation Scheme (FSCS)?

Yes. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit.

Mortgage advising and arranging is covered for 100% of the first £30,000 and 90% of the next £20,000. Maximum compensation is £48,000.

What happens if you discover a conflict of interest?

We will inform you as soon as we are aware of it, and tell you how we intend to handle the situation. Where necessary, we will take your instructions.

Who should I make cheques payable to?

We will always ask you for cheques payable to provider companies, never payable to us, unless this is for a fee payment resulting from an invoice. In no circumstances should you give us a cheque payable to an individual representing the firm.

How will you handle my personal details?

It goes without saying, but your personal details will be treated with the utmost confidentiality. From time to time we may need to share information with regulators and auditors, solely for the purposes of compliance checks. We may also use information to notify you of changes within the company. We will not send you unsolicited mail.

There will be occasions when we will ask you to confirm your instructions in writing. This is to ensure that your wishes are clearly documented.

Do I need to supply proof of identity?

For added security and to comply with money laundering legislation, we will ask you for proof of your identity before we accept a first payment for our services or supplier services.

Is it possible to terminate the relationship?

You can end your relationship with us at any time. Please tell us in writing when you want it to be terminated. You will need to give us instructions on how to complete any transactions already in progress.

If we need to terminate the relationship we will write to you to advise you when it will happen.