The important stuff Legal documents, regulatory info & policies

1. Updated terminology

We've refreshed some of the language used throughout the document so that it better reflects how we describe our services today. For example, references to "Financial Adviser" have been updated to "Financial Planner" and references to our advice services have been updated to "Financial Planning Services" where appropriate. These are terminology changes only and do not affect the services you receive.

2. Changes to how we communicate with clients

We've updated our communications section to explain that our Secure Portal is our primary method of communication. This helps protect your personal information and supports stronger information security. Alternative communication methods, including email, telephone, video meetings and, post, will still be available when needed and when agreed with you in advance.

3. Clearer explanation of Consumer Duty

We have added a new introductory section explaining the FCA's Consumer Duty requirements and our commitment to delivering good outcomes for retail clients. This has been included to help clients better understand the standards we are required to meet and how they shape the services we provide.

4. Additional support for vulnerable clients

We have expanded the section covering clients who may need extra support. This now includes practical examples of the assistance available, such as flexible communication methods, longer meetings where required, nominated contacts and access to specially trained staff.

5. Guidance on protecting yourself from fraud

We have added a new section providing practical guidance on how to recognise and protect yourself against fraud and financial scams. This explains some of the common methods used by fraudsters, highlights the types of information or instructions that Castlefield will never ask you to provide, and encourages clients to verify any unexpected or suspicious communications before taking action. The section also includes details of how to report suspected fraud to Action Fraud, the UK's national fraud and cyber crime reporting centre.

6. New hourly-rate charges

We've updated the sections covering Financial Planning Services and Consultancy Charging Services to provide greater clarity about circumstances where fees may be charged on an hourly basis. While we generally continue to agree fees using our existing charging structures, we've included details of the hourly rates that may apply in specific circumstances. We've added and updated examples showing how fees could be calculated where an hourly charging basis is used. These examples are intended to help clients better understand how charges may arise and improve transparency around costs.

The hourly rates disclosed are:

• Partner (or equivalent seniority): £350 per hour
• Chartered or Certified Financial Planner: £260 per hour
• Financial Planner or Client Manager: £200 per hour
• All other roles: £120 per hour.