FAQ
Most frequent questions and answers
Our business is to provide financial planning and other services to help individuals and business understand their financial needs and make financial and investment decisions. To do this effectively, we need to collect certain personal and or business information.
Safeguarding the privacy of your information is important to us, whether you interact with us personally, by phone, mail, over the internet or other electronic medium. We hold personal and business information in a combination of secure computer storage facilities and paper-based files and other records, and take steps to protect the information we hold from misuse, loss, unauthorised access, modification or disclosure.
We may need to maintain records for a significant period of time. However, when we consider information is no longer needed, we will remove any details that will identify you or we will securely destroy the records.
Because of the nature of the services provided, government regulations and taxation laws, we ask for a range of personal information and business from our customers.
The type of personal information we may collect can include (but is not limited to) name, address, date of birth, contact details, income, assets and liabilities, account balances, tax and financial statements and employment details.
We obtain most of the information directly from our customers in the course of providing financial planning and ongoing customer service. We may also obtain information from other sources.
We may ask for other information voluntarily from time to time (for example, through market research, surveys or special offers) to enable us to improve our service or consider the wider needs of our customers or potential customers.
In some circumstances, we may also need to collect sensitive information. For more details, see the section ‘Sensitive information is subject to greater restrictions’.
If you choose not to provide the information we need to fulfil your request for a specific service, we may not be able to provide you with the requested service.
We endeavour to ensure that the information we hold is accurate and up-to-date. We realise that this information changes frequently with changes of business and other personal circumstances. If you consider that any information we hold about you is not accurate or up to date, you can ask us to update this information by contacting us.
Yes,Under the international privacy principles , you have the right to obtain a copy of any personal information which we hold about you and to advise us of any inaccuracy. The principles does set out some exceptions to this.
To make a request, you will need to complete an application form verifying your identity and specifying what information you require.
We will acknowledge your request within 14 days and respond promptly to it. We may charge a fee to cover the cost of verifying the application and locating, retrieving, reviewing and copying any material requested. If the information sought is extensive, we will advise the likely cost in advance and can help to refine your request if required.
If you want to:
make a general enquiry about our privacy policy.
change your personal information.
obtain an application form for access to your personal information.
you can contact us using the details set out in the let’s talk section of our website.
While we may send you marketing material from time to time that we think will be useful to you, we are conscious of the need to respect your privacy.
Unless you are informed otherwise, the personal information we hold is used to enable us to provide you with the services that you have requested, to review your ongoing needs, to enhance customer service and available options and giving you ongoing information or opportunities that we believe may be relevant to your financial needs and other circumstances.
Depending on the service concerned and particular restrictions on sensitive information, this means that personal information may be disclosed to:
Aroob for multi activities or other members of the Aroob group who provide financial and other services.
our service providers and specialist advisers who have been contracted to provide us with administrative, financial, insurance, research or other services.
insurers, credit providers, courts, tribunals and regulatory authorities as agreed or authorised by law.
credit reporting or reference agencies or insurance investigators.
anyone authorised by the individual or business to whom the information belongs.
Generally, we require that organisations who handle or obtain personal information as service providers to us acknowledge the confidentiality of this information, undertake to respect any individual’s right to privacy and comply with the National Privacy Principles and this policy.
If you consider that any of our actions breaches this Privacy Policy Statement or otherwise doesn’t respect your privacy, you can make a complaint. This will be acted upon promptly.
To make a complaint, please use the details in the ‘let’s talk’ section of our website to let us know.
If you are not satisfied with our response to your complaint, you can tell us and will explain to you other alternative mechanism .