Customer Journey

1

Initial Meeting

The journey starts with an initial meeting to discuss what investment services you may require and to establish if CSS Investments is the right fit for you. The initial meeting can be an informal conversation, either in person or over the telephone, with one of our experienced wealth managers.

In 2020 CSS Investments opened a shop-front office in Muswell Hill, North London to provide a welcoming space for both current and prospective clients to meet the team and receive a more personal service.

However, one of the team will always be available and happy to help should you wish to discuss over the telephone.

2

Basic Fact Find

The basic fact-find will help us begin to understand your financial needs and objectives in a bit more detail.

You may wish to elaborate on previous discussions and provide details on any existing investment portfolios you might have, for example. This will help us build a clearer picture of you as an investor.

We offer several different types of accounts, including General Trading Accounts and Stocks & Shares ISAs, and we offer access to a range of different financial products. The information you provide will help us to guide you going forward.

3

Open an account

Opening an account is a straightforward process and can be completed online via the website. We offer two different trading platforms and we will help you decide the best fit for your financial objectives.

Some documents, such as transfer forms, will require a physical signature, however one of the team will always be on hand to talk you through the process.

Details on Fees & Charges are available on the website and can always be provided on request.

4

Assigned a broker

Once your account/s have been opened you will receive confirmation along with instructions on how to log in and view your portfolio.

You will also be assigned a personal, dedicated broker - unless you have already had discussions and have a relationship in place with one of our team.

Your broker will be your direct point of contact and will help guide you towards achieving your financial objectives. We pride ourselves on our personal service and always encourage meeting face-to-face where possible. Whilst we welcome clients to our office, we are also happy to visit you when requested.

Further information about our team can be found on the CSS Investment website under the “Meet The Team” tab.

5

Client Profile

The client profile is an in-depth discussion where you will provide further details on your current financial situation and your investment objectives.

Our Retail Client Profile (RCP) questionnaire covers areas such employment, existing investments, level of experience, objectives and investment restrictions.

We also include a Risk Tolerance Questionnaire (RTQ) which helps us build a risk-profile for you as an investor.

Our investment advice will be based upon all of the information within the client profile.

6

Research & Analysis

Once we have a clear picture of you as an investor, we can start to develop our tailored investment advice.

It may be that you are looking to build a new portfolio from the ground up. In which case, we will help guide you step-by-step on how to build a well-diversified investment portfolio.

We are able to provide a simulated portfolio based upon an initial investment amount, or if you were looking to transfer an existing portfolio to our management, our analyst can provide a portfolio review. The portfolio review will offer commentary on how we would look to build upon and potentially improve your existing holdings.

7

Implement Advice

This is the stage where funds are invested.

Once you have agreed to the advice that has been provided, your broker will invest on your behalf via the trading platform.

You will always have access to the trading platform to view and monitor your portfolio.

Confirmations of trades can also be provided in the form of contract notes, or via the trading platform directly.

8

Reviews & Updates

The advisory service we provide includes regular reviews and updates.

This means your broker will regularly contact you to provide an ongoing review of your portfolio, to inform you of any pertinent information, and to ensure you remain on track to achieve your financial objectives.

Should you wish to contact your broker for a stock query, to discuss a potential investment idea, or simply for a catch-up on your portfolio, you can always reach out to them on their direct line.

If your broker is not available to speak, one of the team will be happy to assist you.

9

Ongoing Support

As you progress through your investment journey, our advisory service will provide ongoing support.

Our Trade Support team is here to assist you with funding your account or making withdrawals, helping you to log in to the trading platform, providing you with account statements or valuations, and more.

Your broker is here to assist you with corporate actions, dividends, stock queries, portfolio and performance reports, and more.

10

Succession Plans

Later stage advice may come in the form of succession planning.

This may include setting up family portfolios, such as a Junior ISA (JISA), or providing support with the logistics of transferring a portfolio.

Over the course of your investment journey, your financial objectives and your attitude towards risk are likely to change. The advisory service provides clients with support as their personal circumstances develop.

Find out more

If you would like to find out more information about the Customer Journey, please enter your details below and one of the team can contact you to discuss.