Customer Satisfaction Survey Q&A

Answers to your Questions
Series 1 - in which you've asked us to further clarify our service to you

• How do you support me with my investments?
• Can you advise me or help me with my investment decisions?
  
• What is the investment platform?
• What discounts do you offer?
• Do you offer rebates on investments?
• Where can I find information on funds?
• What other investment options do you provide?

How do you support me with my investments?

• Chartwell Direct is an Execution Only service; this means we do not offer financial advice to investors.
• We offer information (research & analysis) and access to over 1,500 funds;
• We provide access to funds which private investors may otherwise not have direct access to;
• We support clients by liaising with fund management houses, and an investment platform, to process their investments;
• We present options on the investment platform - choose from four rigorously selected portfolios and/or the facility to create individual portfolios from the extensive range of funds;
• We set up discounts and rebates which result in increased purchasing capital for our clients;
• Through Chartwell Direct investors are able to directly access and manage their portfolios online.

Can you advise me or help me with my investment decisions?
As an Execution Only service Chartwell Direct does not offer financial advice. (Click though to read about the service provided). However, financial advice is available from other areas of the group, with different charging structures depending on your needs. Your initial consultation will be free of charge with no obligation to proceed with the advised service.

If you're happy to proceed with the advice service, the experienced advisers - from Chartwell Private Client or Close Asset Management - can review your investment and financial planning goals; offer advice and solutions to meet your needs; and provide a framework that can be taken forward, and adjusted in the future when necessary. The area of the business that will advise you or manage your portfolio will depend on your individual circumstances - as discussed at the time of your initial enquiry.

In addition to the traditional face-to-face service, we have a team of advisers in the Chartwell Direct Advice division who provide ‘Easy Access' tailored advice by telephone or email. They can offer specific advice or broader financial planning, with no need to book appointments.

For further information please contact the Investor Support team on 0117 917 0777 or by email - enquiries@chartwell.co.uk

What is the investment platform?
This is an online system which, through Chartwell Direct, enables investors to directly access and manage their portfolios online. We currently use the Cofunds investment platform to facilitate this. Also, a number of projects are underway; aimed at enhancing our online resources, in addition to expanding the range of services, investment choices and tools available to our clients. Read more

Investment platforms are also known as fund supermarkets. The primary benefit of an investment platform is convenience. An investor can buy funds from different fund managers and receive a single annual valuation report. And, as with most technical developments it provides a quick and accurate way of processing transactions or making changes to your details. Other benefits include:

• A convenient, single view of investments
• Online dealing service
• Online access to portfolio valuations
• Annual valuation statements
• Annual consolidated tax vouchers

If your investments are not already held on our investment platform we can easily assist you with the registration process, from setting up an account to transferring in existing investments, including ISAs. Contact our Investor Support team on 0117 917 0777 or by email - enquiries@chartwell.co.uk .

What discounts do you offer?
Chartwell Direct clients can benefit from substantial discounts on the initial charges that apply to funds - whether they are investing in our model portfolios, their own fund selections or individual portfolios. We negotiate with leading fund management houses on the removal or reduction of these initial charges; this amounts to a discount of up to 4.7%, on the majority of funds available through us. Read more

Do you offer rebates on investments?
Clients registered on our Investment Platform also benefit from fund rebates of up to 0.15% of their annual fund investment value. Clients receive this because we share our on-going (trail) commission, by making monthly payments directly into our clients' bank accounts. Read more

Where can I find information on funds?
A list of all the funds available, through Chartwell Direct, on the investment platform is available here. We update this list on a monthly basis and it includes key charges information as well as the initial charge discounts and cash back.

Regularly updated fund factsheets are also available for the Chartwell Top 100. These are the most frequently purchased funds via Chartwell Direct over the last three years. The list is also categorised into 12 market sectors for your convenience.

What other investment options do you provide?
Currently, clients have access to over 1,500 funds on the Cofunds investment platform. We are, however, making great progress with the development of extensive enhancements to the range of services, investment choices and tools available to our clients. Additional investment options will include access to ETFs / ETCs, Shares, Gilts and Bonds