Our promise to the house we look after: every call answered in the
house voice, every escalation faster than ninety seconds, every
protocol followed without ceremony.
We do not advertise this promise. We hold it. When we miss it — and
in five years we have missed it three times — we know within minutes.
Your relationship manager calls you personally before the day is out.
The matter is reviewed by the Head of Service and the Managing
Partner. A written account of what happened, what we changed, and
what reassurance you should expect, reaches you within seven days.
We do not credit fees automatically. The conversation about what
happened is the credit. Where you require a fee adjustment, your
relationship manager handles it personally, without paperwork.
This is not a service guarantee in the commercial sense. It is the
standing arrangement between this house and yours. We measure it,
but we keep it for reasons that precede the measurement.