Quilter’s high-quality propositions are designed around the evolving needs of
the customer, and benefit from continued investment in technology, investment propositions and financial adviser support.
We have developed a clear training approach to ensure all our employees understand their role in providing good customer outcomes and to ensure we embed a culture which is safe to speak up if it has been identified that good outcomes are not being achieved. This includes all staff training as well specific role-based training.
Furthermore, through partnership with a behavioural science consultancy, we’ve created a science-backed communications toolkit to help colleagues and advisers meet and exceed consumer understanding standards, with our commitment to always putting the customer first.
Like all financial services firms, Quilter is required to clearly explain who our products and services are suitable for, and the value that we provide to customers. Our assessment has ratified that Quilter’s platform, products, and services provide good value to the target market and meet customers’ reasonable expectations, including those with characteristics of vulnerability. You can view our Target Market and Fair Value Assessment here:
quilter.com/siteassets/documents/platform/guides-and-brochures/22767-deeper-dive-into-our-target-markets.pdf
Other support materials are available here: quilter.com/help-and-support/consumer-duty