Introducing Our New Client Service Guide: For Clients Of Our Personal Portfolio Services
Having been a Castlefield Client Manager for over five years, Efua (Efy) Uke has experienced firsthand the queries clients have before they start their Castlefield journey. Here, Efy introduces the new service guide for clients of our Personal Portfolio Service to help make clients’ experience with Castlefield clearer, simple and more consistent.
What should I expect when I become a Castlefield client? How do you make sure the service I receive is consistently of the highest quality? How will you support me towards my goals and how often will I hear from you?
These are some of the questions we've been asked by clients before they come on board with us.
To help explain how we deliver the highest quality service and make sure you're fully supported, I’m delighted to share a new service guide for clients of our Personal Portfolio Service.
This guide brings together, in one place, everything you need to know about how we look after your investments. It explains how we work with you, the support you can expect throughout the year, and the principles that shape the way we serve our clients.
At Castlefield, we know that investing isn’t just about financial outcomes but it's also about feeling informed, supported and connected to a service that reflects your values. This guide was created with those priorities in mind.
What the guide covers
The new service guide outlines:
• How we support you at each stage of your investment journey
• The key documents you’ll receive and what each one means
• How to stay in touch and securely access your information
• How to share feedback or raise concerns
• What you can expect from us, and how we work to deliver a thoughtful, transparent service
It’s written in clear, straightforward language to help you understand not only what we do, but why we do it and how we do it.
At Castlefield, we know that investing isn’t just about financial outcomes but it's also about feeling informed, supported and connected to a service that reflects your values.
Why we created it
As our business has grown, we recognised the need for a single, easy-to-follow guide that captures how we work with clients across the Personal Portfolio Service. By setting out our touchpoints and commitments plainly, we’re making it easier for clients to stay informed, and for our team to deliver a consistently high standard of service.
What this means for you
Whether you’re new to Castlefield or have been with us for many years, the guide is there to help you:
• Know what to expect
• Understand how and when we’ll be in touch
• Make the most of the tools available to you
• Feel confident in how your investments are being managed
Ultimately, it’s another step in ensuring your experience remains personal, transparent and aligned with your values - which sits at the heart of what we call the Thoughtful Investor® approach.
How to access the guide
Clients on our Personal Portfolio Service will receive the guide directly through their personal portal. If you have any questions about it or would like to discuss anything in more detail, your usual Castlefield contact will be happy to help.