Client Communications statement

Policy Statement

Our clients are central to everything that we do. We want to build a continuing and lasting relationship with our clients to the mutual benefit of both. To do this we must build trust and effective and appropriate communication is key to this.

At MAC, we strive to provide great service in a timely manner. As with any business, there is ebb andflow in our work, and sometimes when we are working on a time-sensitive matter for our clients, we cannot respond to every communication as quickly as at other times.

These Policy Statements set out the Boards’ expectations of what our clients can generally expect from us in terms of how and when we communicate.

• In all communications we will be clear as to the purpose of our communication and we will identify ourselves and MAC by providing our contact information in writing.
• Our preference is to communicate with our clients through pre-arranged face to face meetings, either in person or through video conference.
• Routine correspondence will normally be undertaken by telephone, email, through our portals, and on occasion, traditional mail.
• Other than automated meeting reminders, we will never communicate with our clients via text message, instant messaging or social media with regards to instructing a transaction or requesting Policy information.
• We will endeavour to respond to our clients’ enquiries, instructions and requests immediately upon receipt. Where this is not possible, we will respond to our client(s) within two business days with either a substantive response or a date at which you can expect to hear from us.
• Usually, we will only act upon the written instructions of our clients. On occasions we may act upon verbal instructions, where confirmation of these instructions is subsequently confirmed in writing by the client.
• In every interaction with our client we act fairly, and freely provide clear and concise jargon free information in plain English, so that they are able to make fully informed decisions, we do not withhold or hide anything.
• We believe our products and service levels speak for themselves and we will never put our clients under pressure to secure a sale.
• Our agreements with our retail clients should be easy to understand and not likely to be misunderstood.
• In all our communications we will treat all individuals with respect, regardless of their background, position, or perspective and as a responsible employer we will defend the right of our employees to be treated similarly.
• We will show courtesy, empathy, and understanding in our interactions and respect the privacy and confidentiality of our clients, ensuring that sensitive information is handled with the utmost care.
• We will never telephone, or request a meeting with our clients outside of normal working hours, unless our client has specifically requested that we do so.
• At the MAC Group we take pride in the provision of excellent customer service, and as part of that service we are committed to investigating any complaint received fairly, carefully and
  promptly in accordance with our complaint procedures, a copy of which is available to our clients upon request. All complaints will be acknowledged by the assigned complaints investigator within 7 days of receipt of the complaint.
• We will conduct our business and market our products and services with good faith, integrity fairly, clearly and accurately, without pressure and in a way that pays due regard to the interests of our existing and prospective clients.
• In undertaking our business and marketing our products and services, we will ensure there is appropriate disclosure concerning risk and warnings and we will not make any statement that
  cannot be substantiated.
• In all marketing materials we will state who we are, what we do and who we are regulated by.

Contact Details:

If you need any further information or need to contact us please email: mail@macgroup.im