about our Services

1. The Financial Services Authority (FSA)

The FSA is the independent watchdog that regulates financial services. It requires us to give you this document. Use this information to decide if our services are right for you.

2. Whose products do we offer?

Investment

We offer products from the whole market.

We only offer products from a limited number of companies.
Ask us for a list of the companies and products we offer.

We only offer products from a single group of companies.

Insurance

We offer products from a range of insurers for Life Assurance, Permanent Health Insurance, Critical Illness Cover, Waiver of Premium cover, Private Medical Insurance, Accident Sickness & Unemployment cover, Buildings Insurance and Contents Insurance.

We only offer products from a limited number of insurers
Ask us for a list of the insurers we offer insurance from.

We only offer products from a single insurer

Mortgages

We offer mortgages from the whole market.

We can only offer mortgages from a limited number of lenders.
Ask us for a list of the lenders we offer mortgages from.

We can only offer a limited range of mortgages from a single lender.

3. Which service will we provide you with?

Investment

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 on. You will then need to make your own choice about how to proceed.

We will provide basic advice on a limited range of stakeholder products and in order to do this we will ask some questions about your income, savings and other circumstances but we will not:

• Conduct a full assessment of your needs;
• Offer advice on whether a non-stakeholder product may be more suitable

Insurance

We will advise and make a recommendation for you after we have assessed your needs for Life Assurance, Permanent Health Insurance, Critical Illness Cover, Waiver of Premium cover, Private Medical Insurance, Accident Sickness & Unemployment cover, Buildings Insurance and Contents Insurance.

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 on. You will then need to make your own choice about how to proceed.

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 on. You will then need to make your own choice about how to proceed.

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

Investment

Before we provide you with advice, we will give you our keyfacts guide 'about the cost of our services'.

We will tell you how we get paid, and the amount, before we carry out any business for you.

Insurance

A fee, our typical charges are:

Financial Adviser £150 per hour

Administration £25 per hour

Please see separate fee agreement

No fee

You will receive a quotation which will tell you about any other fees relating to any particular insurance policy.

Mortgages

A fee and we will refund any fee received from the lender

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

A fee of £250 payable at the outset and £0 payable when you apply for a mortgage. (We will also be paid commission from the lender)

You will receive a key facts illustration when considering a particular lifetime mortgage, [or further information about a particular home reversion scheme] which will tell you about any fees relating to it.

Refund of 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 but no refund if it is your decision not to proceed.

A refund

No refund

5. Who regulates us?

Face to Face Finance (Anglia) Ltd. is authorised and regulated by the Financial Services Authority.

Face to Face Finance (Anglia) Ltd's permitted business is advising on and arranging investments, non-investment insurance contracts and regulated mortgage contracts.

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

(Home Reversion Schemes are not regulated by the FSA.)

6. What to do if you have a complaint?

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

In writing: Write to The Complaints Officer, Face to Face Finance (Anglia) Ltd., Face to Face House, 40 Rose Lane, Norwich, NR1 1PN

By phone: 01603 625100

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. (The Financial Ombudsman Service does not consider complaints about home reversion schemes)

7. Are we covered by the Financial Services Compensation Scheme (FSCS)?

We are covered by the FSCS. 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.

Investment

Most types of investment business are covered for 100% of the first £30,000 and 90% of the next £20,000 so the maximum compensation is £48,000.

Insurance

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.

Mortgages

Mortgage advising and arranging is covered for 100% of the first £30,000 and 90% of the next £20,000 so the maximum compensation is £48,000. [Home reversion schemes are not covered by the FSCS].

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