Baxter & Lindley Customer Promise
We will always treat you fairly. You can expect in all our dealings with you that we will:

Treat you as we ourselves would expect to be treated.
Never take advantage of you.
Be open and honest.
Quickly put right any mistake that we make.

1) The Financial Services Authority (FSA)

The FSA is the independent watchdog that regulates financial services. This document (this web page) is designed by the FSA to be given to consumers considering buying certain financial products. You need to read this important document. It explains the services you are being offered, and how we receive remuneration for it.

2) Whose products do we offer?

Insurance

We offer products from a range of insurance companies.

We can only offer products from a limited number of insurers for life and critical illness insurance, buildings and contents insurance or mortgage payment protection insurance. Please ask us for a list of insurers we offer insurance from.

We only offer products from a single insurer.

Mortgages

We offer mortgages from the whole market.

We only offer mortgages from a limited number of lenders.

We only offer mortgages from a single lender.

Investments

We offer investment facilities from the whole of market via one or more Wrap platforms.

We can only offer access to a limited number of investment sources.

We only offer the services of one investment source.

3) Which services will we provide you with?

Insurance

We will advise and make a recommendation for you after we have assessed your needs for life and critical illness insurance, insurance-based investment products, buildings and contents insurance or mortgage payment protection insurance.

Mortgages

We will advise and make a recommendation for you after we have assessed your needs.

You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of products that we will provide details of. You will then need to make your own choice about how to proceed.

Investments

We will advise and make a recommendation for you after we have assessed your attitude towards investment risk, and will recommend a range of investment funds to be held in appropriate tax wrappers, using our Investment Diversification Solution (IDS).

4) What will you have to pay us for our services?

Insurance and/or Investments

A fee.

In some circumstances the product provider may offer remuneration, and this, or a combination of this and a fee may be appropriate.

No fee for life and critical illness insurance, income or accident and sickness insurance, buildings and contents insurance or mortgage payment protection insurance, as we will normally receive remuneration from the product provider.

Mortgages

No fee. We will be paid by commission from the lender.

A fee of £197 payable when you apply for a mortgage. We will also be paid an introductory fee from the lender.

You will receive a Keyfacts illustration when considering a particular mortgage, which will advise you about any fees relating to it.

Refund of Mortgage fees

If we charge you a fee, and your mortgage does not go ahead, you will receive:

A full refund if the lender rejects your application.

A partial refund if your application falls through.

No refund if you decide not to proceed.

5) Who regulates us?

Baxter & Lindley Financial Services Limited is directly authorised and regulated by the Financial Services Authority. The FSA Registration Number is 142753.

The permitted business is advising on and arranging pensions, investments, mortgages, general insurance and life insurance.

You can check this on the FSA’s Register by visiting their website www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234.

6) Ownership and banking

Baxter & Lindley is a closed company, the shares being held by the three Directors and the Company Secretary.

7) What to do if you have a complaint

If you wish to register a complaint, please contact us:

In writing: write to our Compliance Department, Baxter & Lindley Financial Services Limited, 17 High Street, Tring, HP23 5AH.
By telephone: 01442 890891.

If you cannot settle your complaint with us you may be entitled to refer it to the Financial Ombudsman Service.

8) Are we covered by the Financial Services Compensation

Scheme (FCSC)?

We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends upon the type of business and the circumstances of the claim.

Full information about compensation scheme arrangements is available from the FSCS.

August 2009