Support Services Catalogue

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1 Support Services Catalogue Bankhall is the largest provider of support services to Directly Authorised IFAs in the market. With over 15 years experience and backed by the strength of the Sesame Bankhall Group, Bankhall can offer all the support you need to ensure your firm continues to thrive in a post RDR environment. This document is designed to outline the scope of the services and support available to you as a customer of Bankhall. Bankhall support can be purchased as a package of services, or individually allowing you to design a support solution that suits your business. Services purchased on a package basis are normally exempt from VAT. All inclusions and charges can be found in the Order Form which accompanies this document. If you require any further information, please do not hesitate to contact a member of our support team on , OPT 1. Support Package Our support packages have been designed to provide a range of services typically required by all intermediary firms: Online Compliance Support This provides intermediary firms with essential Compliance documents including: A full Compliance Manual covering everything from FSA authorisation requirements, conduct of business standards, to anti-money laundering guidance A suite of supporting documents such as compliance registers, suitability letter checklists, and T&C plans. TCF templates A range of documents designed to support your Compliance and regulatory requirements Compliance Bulletins Delivered via (and available on Bankhall Online) on a weekly basis, regular bulletins give you up to date guidance on regulatory and legislative hot topics. In addition, ad-hoc compliance bulletins provide more in-depth coverage of essential topics for example, the Retail Distribution Review. This service aims to give you peace of mind that you are aware of the critical regulatory and industry topics and any action you need to take. Compliance Helpline The Compliance Support Unit gives you access to an experienced team via phone and for compliance queries, which relate to the FSA and other legislative requirements. Guidance can include: Assistance with the completion of Retail Mediation Activities Return (RMAR) Practical assistance with the preparation of a forthcoming TCF interview/visit Recruitment and Training & Competence process Selling practices Permissions required when advising/selling products Reviews of Business Stationery Support Package

2 Regulated Business Stationery Checking The Compliance Support Unit will provide advice and guidance with the design of all your business stationery and regulatory disclosure documentation. Learning and Development Support Online support is available to you and all your advisers in the following areas: QCF Level 4 learning material Development focused events and training courses Online learning opportunities Compliance visits Compliance Audit Day The visit serves as an annual Healthcheck and is designed to be very similar to a FSA Supervision visit. This is therefore an ideal rehearsal for the real thing. A Consultant will spend time reviewing your compliance arrangements and will consider the key risk areas in your firm and make recommendations in how to mitigate any identified risks. Verbal feedback is given on the day but is followed up by a very detailed report, which highlights all the areas reviewed, discussed and gives recommendations and solutions for the action necessary should we identify something that might concern the FSA. A detailed Action Plan is also provided, which you can use as a tool to record the completion of any such remedial work. Areas Reviewed During a Healthcheck Audit Visit: FSA correspondence file Compliance Procedures/Manual & Compliance Plan Systems and controls Training & Competence Procedures & Records FSA Reporting including completion of the RMAR Anti-Money Laundering Procedures Registers reviewed include:- New Business, Material Breaches, Replaced Policies, Execution Only etc. Recruitment of Advisers, those in Controlled Functions and the appropriate records A high level assessment of Financial Promotions activity Complaints Procedures and Records Accounts and accounting records Appointed Representative and Introducers Agreements and monitoring processes Risk Assessment and Monitoring Plan Professional Indemnity Insurance Data Protection and Consumer Credit Licenses OR Business Risk Review Day A Business Risk Review is a less detailed version of the Audit. A consultant will consider the high risk areas pertaining to your business, but will not specifically check the implementation of your processes and procedures. At the end of the review you will receive an exception only Action Plan. OR

3 Compliance Assistance Day A Compliance Assistance Day is designed to provide flexible Compliance support which can be used in a number of different ways to suit your requirements. For example: Assessment of your Treating Customers Fairly procedures and its implementation Review of the Training & Competence procedures (T&C) Inspection of compulsory registers, records and regulatory procedures and adherence to a T&C scheme Role-play assessments to help you assess competence areas of weakness and identify training needs Reviewing customer files Support around the implementation of Compliance and other regulatory processes for firms which are new to Directly Authorised status. Enhanced Trading Terms Whole of Market Rates Bankhall will use its scale and market strength to ensure you receive the best possible commission terms from our provider partners. Preferred Panel for Protection Bankhall (via PMS) offers a designated panel of protection providers giving you access to significantly enhanced commission terms, with the commission being paid direct to you by the provider. Wider Panel for Protection Bankhall (via PMS) offers a designated panel of leading protection providers giving you access to enhanced commission terms, with the commission being paid direct to you by the provider. Multi-tie Panel Bankhall s multi-tie provides access to a panel of leading product providers offering a range of protection, pension and investment products from a panel of respected providers. Mortgage Rates PMS offers access to enhanced procuration fees and exclusive deals from leading mortgage-lending suppliers. GI Panel Bankhall offers a range of GI products focused on supporting mortgage sales (Buildings & Contents, MPPI). The service provides access to products available through a panel of providers and can be accessed through their easy-to-use online system.

4 Additional Services It is also possible to purchase additional support either as a regular ongoing or an ad hoc service, as detailed below: Technical Services As part of the standard Technical Services support, you will have access to Bankhall s Technical Consultants, who are available via phone or to assist with any day-to-day complex financial planning, or technical queries. The team are available to answer queries on a range of topics such as pensions, investments, tax planning and protection. They can offer guidance concerning specific products or funds and can also discuss the best way forward on individual cases 1. You will also have access to a wide range of technical guides & factsheets via Bankhall online, as well as regular online technical updates, including comprehensive budget analysis within 24hrs of the Budget speech. The team also writes in depth technical articles that are published regularly within Bankhall Monthly, covering a range of topical subjects. Suitability Letter Generator (SLG) The Bankhall Online Suitability Letter Generator is a letter / paragraph generator that enables advisers to generate client-specific client reports spanning the areas of pensions, investments, protection and mortgages. A bespoke report is generated, based on the selection of a number of variable options, as applicable to the client and the advice given. The report is generated in Microsoft Word and the document can then be edited, formatted and finalised by the user. Client Newsletter Moneyworks is a quarterly publication written by our Technical team, providing articles on topical technical issues across all product types that will be of interest to clients. It can be branded and personalised with your firm s details and issued, in a Compliance approved format, to you as a PDF for distribution to your clients. Sesame Bankhall Research Sesame Bankhall Research has been designed to provide comprehensive product, fund and technical support for IFAs. Research provides: Customer-focused analysis of both products and funds available to advisers, identifying those that it recommends customers use when giving advice to clients. In-depth evaluation, commentary and guidance on new product launches. alerts direct to your inbox. A website containing comparison tables revealing more detailed information about products and highlighting charges, features and benefits available. An online communications library, which is full of technical factsheets, bulletins reviews and latest news. Recommended Products lists, available for downloading onto your desktop. The website functionality allows you to build your own comparison tables from the research data and tailor product comparisons to the needs of each client. 1 Suitability report checks can be undertaken by the Remote Compliance team.

5 My Learning Licence Bankhall will provide customers with access to the My Learning platform (single user license), which contains e-learning modules; a facility for online assessments to be completed and CPD record keeping functionality. The following e-learning modules are available: Generic technical areas covering the main products used by financial advisers and mortgage advisers, i.e. investment, pensions, protection, mortgages, mortgage related general insurance. A series of specialist regulatory modules including treating customers fairly, financial crime and data protection. The CII s Certificate in Financial Planning and Diploma in Financial Planning study modules. Remote File Review The Remote File Review service has been designed to provide an efficient method for checking the suitability of your pre and post advice. Typically the whole file is reviewed from the Fact Find, the research, money laundering requirements through to the Suitability Letter. A very detailed File Review Form is completed, which will highlight any remedial work necessary and includes simple and detailed feedback for the adviser. The Remote File Review service can be purchased on an hourly or daily basis. For more information on this service visit Complaints Handling A team of highly trained, dedicated individuals are on hand to offer various levels of service aimed at meeting your specific business needs. These include; drafting acknowledgement and holding letters, reviewing client files, producing reports following reviews, providing assistance in calculating appropriate redress (excluding Mortgage Endowment Redress Calculations) and offering guidance and support on full end to end case handling. For more information on this service, please visit Mortgage Endowment Redress The Complaints team can also calculate redress in relation to Mortgage Endowment complaints (referred to as RU89 calculations). The Mortgage Endowment Redress Calculation is charged on a per calculation basis. Visits Supervisor Training Visit The one-day Advanced Supervisor Workshop delivered by Bankhall is designed to further develop existing supervisor skills in both coaching and relationship management for those individuals who are involved in either implementing a firm s T&C procedures or a people management supervision function. The two-day workshop delivered by Bankhall focuses strongly on the competence element of both people management and development skills required by the FSA as detailed in the Training and Competence Sourcebook. Business Transition/Process Support Visits Designed to offer support and guidance if you are seeking to either transition your business models or develop business processes, in order to improve overall efficiency.

6 Due Diligence Day This service is designed for firms considering acquiring or merging with another Financial Services business. It provides a thorough review of the firm to be acquired (or merged with) with regards to existing systems and controls, compliance processes, regulatory risks etc. Financial Promotions Checking Our Compliance Support Unit can review all different forms of client communication including financial promotions and disclosure documentation and provide guidance that is designed to ensure that you comply with FSA regulation, legislation or codes of practice (such as advertising standards or the mail preference service for example). Financial Promotions we can review include: Flyers Scripts for telesales Letters Disclosure documents Brochures Business stationery Following a review of the item a detailed response will be provided which includes recommended life spans of the item and record keeping requirements in order to assist you with adherence to the relevant regulatory and legislative requirements. Web Site Review Service This service offers specific Financial Promotions guidance relating to the use of web sites. The charge for this service is dependent on the complexity of the site involved. Web Builder Bankhall web builder is our own custom designed web building system that offers you a high impact web presence in minutes. Remote Health Check This simple process is designed to provide guidance for you to establish where your strengths and weaknesses lie. It is based on information submitted online by your firm and will offer guidance on the firm s existing controls and provide a summary of the practical steps which may be required to achieve an effective compliance and training regime. You will receive a written feedback report. FSA Application Support The FSA Application Support Service project manages the FSA authorisation process, providing detailed advice and assistance to help you with completion of the authorisation documentation and any ongoing queries that may be raised until authorisation is granted. Post Authorisation Permission Support provides assistance and guidance in a number of areas, for example: Variations of Permission Change of Legal Entity Change in control functions advice

7 Rates Only Multi-tie Panel Bankhall s multi-tie provides access to a panel of leading product providers offering a range of protection, pension and investment products from a panel of respected providers. Whole of Market Bankhall will use its scale and market strength to ensure you receive the best possible commission terms from our provider partners. Preferred Panel for Protection Business Bankhall (via PMS) offers a designated panel of protection providers giving you access to significantly enhanced commission terms, with the commission being paid direct to you by the provider. Wider Panel for Protection Business Bankhall (via PMS) offers a designated panel of leading protection providers giving you access to enhanced commission terms, with the commission being paid direct to you by the provider.