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You consistently monitor our customer suggestions with make sure we're meeting shoppers requirements not to mention expectations. During 2011, 98.5 your shoppers currently have been pleased with our service. You aim with achieve 100 customer satisfaction not to mention reply to customer suggestions by improving our methods not to mention processes appropriately.

You request suggestions from customers on a number of areas not to mention scores up to now are

First off impression 93
Literature 92.5
Knowledge of Staff 91.25
Friendliness of Staff 96.25
Explanation of Documents 90
Introduction of Documents90?
Administration System 84
Likelihood of recommendation87.5

Most of these figures allow us with see in which improvements can be made. In July during the past year we embarked on a main overhaul your methods not to mention processes to improve our service to our customers. All of this has concerned the actual revision your customer literature, terms of business, cancellation insurance policy not to mention complaint handling. The staffs had been trained for the duration of September not to mention the new methods not to mention processes arrived to force from first October 2011.

A new bespoke computer software programme has been commissioned to increase our administration task.

Just like any kind of owner managed firm, right now there is a good balance between personalized participation in every single aspect of the company not to mention delegation with additional competent staff members to increase efficiency. The qualifications of the actual Universal team members in the cluster include Solicitor, Registered Trust not to mention Estate Practitioner, Accountant, Fellows of the actual Institute of Legal Executives. All of this team has years of coupled encounter in delivering great customer satisfaction not to mention competent expert guidance.

Just about all your staff members undergo ongoing training not to mention expert development not to mention the bulk happen to be working towards whole STEP membership not to mention the STEP diploma.

UAP operates on a nationwide basis not to mention runs monthly seminars free of charge throughout the uk. Most of these monthly seminars happen to be visited by around 1000 people a thirty days not to mention happen to be presented by Steve Long, a Registered Trust not to mention Estate Practitioner as well as a whole member of the actual Society of Trust not to mention Estate Practitioners STEP. He has 20 years of encounter in guiding thousands of happy customers through the actual complex and quite often mental maze of property planning.

Getting absolutely qualified in the actual regions of law not to mention accountancy needed for the actual STEP Diploma, Steve Long is the one of just thirty 8 people around the world with currently have been accepted by the actual College of Manchester with undertake the actual new STEP BSc in Management of Trusts not to mention Estates. The STEP diploma he absolutely holds is considered the actual Gold Standard in the actual field of trust not to mention property planning.

Every seminar lasts around 90 moments not to mention is very appreciated by they. The records show that 96 of those attending mention that they found the actual seminar great or perhaps great, with a further 3 review it because good. 91 of they mention that they're really likely or perhaps would advocate the actual seminar with a friend. A further 7 mention that they're likely with advocate the actual seminar.

The wide bulk of customers happen to be completely pleased with the actual service provided by Steve Long. For example suggestions received from his customers includes

Better service may not be found anyplace Mrs C, Oct 2011.

Great Service, Great Information, Great Peace of Mind Mrs H, June 2011

In November 2011 I visited a seminar organized by Universal Asset Protection, in which I 1st met Jaci. Her expert mindset not to mention sound knowledge of the actual organisation ended up being impressive. All of this seminar ended up being followed by a home visit at my request from Jaci where time she outlined all advantages not to mention quite possible disadvantages of setting up a trust with Universal Asset Protection. Generally there ended up being no stress with signal anything instantly not to mention I ended up being provided a thinking time because I wanted. When I decided with set up the actual Trust, it ended up being Jaci which visited again in purchase with enjoy signatures. This ended up being really reassuring at every single stage with fully understand that I may view not to mention contact one individual that I knew not to mention respected for honest guidance. I might have no reservations in recommending Jaci with anyone which wanted expert, honest not to mention friendly guidance Mrs N. Whitstable, Kent 23-02 -2012

I found the explanations really obvious not to mention specific not to mention appreciated the endurance not to mention learning whenever I asked questions each for the duration of the visit not to mention afterwards by telephone. Mrs H, June 2011

Overall the actual service ended up being great not to mention though we had been not obvious on a limited legal points we felt really comfortable in communicating with them Mr S, April 2011

First we want to appreciate Steve for visiting us at our home not to mention for his assist, advice not to mention for not placing us beneath any kind of stress in this thing. Thanks a lot additionally to those which willing all documentation required in this processWe would love to appreciate Vicky for her assist not to mention advice by email not to mention the telephone Mr not to mention Mrs B, 2011

You make it obvious that the information of the seminar is general in nature knowning that any kind of attendee needing further information and facts should request a face to handle consultation not to mention acquire specific bespoke guidance. With often more than one number of people attending any kind of time session as well as a stress to pay for just about all of the material within a provided timeframe right now there is limited opportunity with enter into detail on any kind of specific aim. The seminar is made because a general analysis. All of this is additionally the actual case whenever we invite questions afterwards not to mention specific questions often require detailed explanations that happen to be impossible in an open forum not to mention best answered privately.

You happen to be grateful for the actual media desire for this section of property planning because this brings attention with a bigger audience the requirement for advance intending to assist families preserve their assets for their next age group. You currently have worked hard with confirm right now there is no chance of any kind of misunderstanding not to mention also make sure clearness is provided in all seminar presentations.

You obtain our guidance from the leading barristers, solicitors along with other respected professionals. All of this involves guidance in individual, at seminars, conferences not to mention workshops, not to mention in published works. In a number of instances this is through 3rd parties. You depend upon this guidance not to mention our encounter whenever advising customers.

You are in discussions with barristers which currently have approached us, asking for that we allow them with undertake the actual drafting your Trusts not to mention which are able with supply particularly designed insurance to pay for customers costs in the actual event of the Local Authority challenge clearly insurance coverage wouldn't be that you can buy when it ended up being highly likely that those trusts may be defeated.

You do not provide a 100 guarantee of protection from care costs. But the actual trust has a 100 track report in which it really is put in place at the actual ideal time not to mention in the actual ideal circumstances.

The pamphlets not to mention seminars do not guarantee 100 protection from care costs. Every customer needs specific personalised guidance.

You provide a 100 funds back guarantee when our customers property does not benefit from the planning we advocate. The trust has numerous useful attributes not to mention we stress is generally considerably bypassing probate that the actual trust has.

Numerous law companies with a competent personal customer section can to provide synonymous kinds of trusts we provide. You specialize in advising not to mention marketing of trusts such as the actual Universal Asset Protection Trust. All of this does not always mean that any kind of competent trust draftsman may not make an identical trust when required.

You wouldn't desire any kind of seminar attendee with misunderstand this aim. You confirm clearness in all presentations.

This is significant with identify between a very high street lawyer which has little encounter in this location and the ones with expertise which work in this field on a daily basis. Numerous seminar they say that they are at us after being disenchanted by the actual advice provided by a surrounding firm of solicitors. Often the actual encounter of our customers is the fact that they currently have found that the amount of guidance provided by numerous solicitors is low with regards with comprehensive property planning not to mention in many cases the actual advice provided is completely incorrect for asset protection.

Over the actual years Steve Long has been instructed by many Barristers, Solicitors, Accountants not to mention IFAs with safeguard their obtain personalized estates. Most of these customers include a knighted QC as well as a Cambridge Law Professor.

You conduct a detailed fact come across with ascertain the actual customers actual position not to mention their aims. Clients appetite for a detailed not to mention technical explanation fluctuates considerably. Numerous solicitors, accountants not to mention IFAs that we meet for the duration of the actual course of our work openly acknowledge that they are doing not understand the actual technical nature of wills not to mention trusts. All of this is true of many facets of lifetime. You endeavour with offer explanation at the amount the customer needs instead of bombard them with technical issues when guaranteeing that the actual solution is fit for cause. Exactly where a customer needs detailed technical explanations we go through just about all documentation on a clause by clause basis with make sure they currently have a thorough learning. Numerous customers say that they are doing not want this amount of explanation. You happen to be working on an property planning bible that provides just about all customers with this comprehensive explanation they can send to because the requirement arises.

You currently have numerous potential customers that request a 1st meeting, where we offer guidance free of charge, that subsequently do not proceed with instruct us. Generally there happen to be other people which discuss the actual suggested planning with beneficiaries, friends and family not to mention afterwards decide that they are doing want to proceed.

Clients currently have to determine regardless of whether the actual benefits outweigh the first cost not to mention usually more often than not rely upon their personalized perception of these a structure not to mention whether they think they usually need to depend on such planning. To a certain extent it really is really such as an insurance. You could potentially set the actual planning in put however, you might not always must depend on it - Lasting Power of Attorney is a prime illustration. This is which means customers ideal judgement leading those to obtaining the actual product. Scan best prices|travel packages|hotels, flights|hotels in London|Hotels in Cyprus|

Planning the actual protection of an property is by its really nature best done before it is wanted. A Can cannot willing after death, as well as a Lasting Power of Attorney cannot drafted after reduction of cerebral incapacity. Most of these documents are ready beforehand just in case of need. All of this is additionally the actual case with life trusts.

Undue stress is not applied to customers which decide to withdraw from our products. Exactly where customers do decide to cancel their instruction with us, each case is considered individually. A extensive number of customers acquire a whole fee reduction or perhaps a substantial fee reduction depending on the amount of work undertaken at that time of termination. All of this principle is the actual same in numerous solicitors companies not to mention our steps do not differ from those. Full or perhaps limited fee refunds happen to be made to customers upon request depending on the amount of work carried away because the business acknowledge that people do change their minds so we act relatively not to mention appropriately.

Exactly where a contract is substantially done with a level in which just about all documentation is provided, reflecting extensive work undertaken, we will reply to the customer stating the amount of refund they will probably acquire. But in many cases, even in which the actual contract is substantially done not to mention in which we're not need to accomplish this, a reduced fee is nevertheless agreed because a gesture of goodwill.

In light of the actual latest introduction of Alternative Business Structures included in the Legal Services Act 2007, we currently have undertaken a fundamental examine off our practises not to mention steps, each internally not to mention externally not to mention in which we currently have recognised a weakness this has been dealt with appropriately. A obvious not to mention clear cancellation process ended up being introduced with impact from 1 October 2011 not to mention is made with offer customers with greater clearness your costs upon termination. Most of these ratings had been undertaken because a corporate measure in anticipation your application with become an authorised human body.

Universal Trustees
The couples of Universal Trustees happen to be appointed with act because trustees in the actual majority of cases performing with the customer family because trustees. You do this because a signal your commitment to help the customer throughout their life not to mention happen to be not interested merely in upfront planning costs. You desire to be actively concerned not to mention supportive whenever the actual planning is a large number of wanted. Numerous customers currently have appreciated this help for the duration of illness not to mention bereavement. Generally there happen to be a number of shields that confirm customers happen to be protected.

The Duty of Care imposed on Trustees is laid away in statute - Section 11 of the actual Trustee Act 2000. All of this states among others, that a trustee have to act with such care not to mention skill because is reasonable trustees have to not benefit one beneficiary at the actual cost of yet another they must not breach any kind of responsibility they have towards the actual trust as well as a trustee is personally responsible for the actual decisions that happen to be made in regards to the administration of the actual trust and its particular home.

Just about all Trustees happen to be topic with a responsibility of care not to mention the standard by which this is judged might rely on regardless of whether you are carrying yourself away because a expert. Thus the actual standard of care expected by expert trustees is far of more than that expected of the reasonable per the actual ordinary citizen. All of this is evidenced by case law.

The Asset Protection Trust appoints exactly what is labeled as a protector that provided powers regarding the the actual trust by needing their consent with different functions of the actual trustees or perhaps the actual settlor. The consent of the protector is commonly needed for the actual exercise of trustees' powers, for instance, to incorporate beneficiaries of the discretionary trust, or perhaps their powers of appointment etc.

Universal Trustees holds expert indemnity insurance coverage cover for as much as 5m for any kind of act or perhaps omission by the actual Trustees in mistake, fraud or perhaps negligence. The minimal imposed by the actual SRA on law companies is 2m.

All of this amount of indemnity insurance coverage delivers customers with complete assurance that they're protected against any kind of mistake of the actual Trustees. To date we currently have never had a claim made against us.

No customer is bound with currently have the actual couples of Universal Trustees with act for them. All of this is provided strictly because a service to customers due to the fact we do not anticipate those to understand the reasons of running a trust or perhaps with currently have to provide this responsibility totally with inexperienced relations.

The trust deed makes specific provision for the actual trustees with be removed by the actual settlor any kind of time time. All of this is possible without having reference with the actual existing trustees not to mention does not require their permission or perhaps contract. Exactly where customers currently have asked for the actual couples of Universal Trustees with retire in favour of substitute not just is this respected however, always the desired paperwork is drafted free of charge.

You do not think about the actual costs billed for our trust package with be excessive. You provide a comprehensive package with seminar they for 2495 and VAT for individual customers not to mention 2995 and VAT for partners. This is our encounter that customers would like to work on a fixed fee basis in which quite possible.

All of this package includes trusts, LPAs, Wills incorporating Can trusts, rupture of tenancy, not to mention transfer of assets into trust. This additionally includes the first guidance provided free of charge as well as a further meeting or perhaps meetings with explain the actual documentation and also to supervise the actual signing not to mention witnessing of it.

You happen to be mindful each from our analysis not to mention anecdotally that numerous companies charge considerably higher costs than UAP. A latest paper post highlighted that we charge two thirds of the well-known competitors fee.

In any kind of case, we provide a price point match insurance policy, with make sure we're usually competitive with any kind of surrounding firm that might provide a synonymous package at a reduced rate. To date we currently have just received 3 needs for a price point match as well as on close overview none of many of these currently have provided the actual same documentation for a reduce rate.

This is not our encounter that trusts offered with avoid care costs happen to be more likely to be questioned. The trust deed does not mention care costs though our marketing literature does discuss this among the advantages.

The the leading human body of work on care fee legislation not to mention mitigation maintains that intention is irrelevant knowning that foreseeability is the actual primary concern. This is our encounter knowning that your advisers that trusts put in place at the actual ideal time not to mention in the actual ideal circumstances happen to be beneficial and also to date currently have a 100 track report.

You hope that comprehensive reaction usually demonstrate that we endeavour with act in the greatest interests your customers always. Exactly where we make problems we correct them because soon because quite possible. You openly motivate suggestions from customers to help us in improving our service to our customers not to mention act on this suggestions wherever quite possible.

You might usually be keen with talk with any kind of customer that will not feel that we currently have dealt very of them.

You greeting helpful critique not to mention undertake board comments made by customers or perhaps indeed the actual media not to mention usually turn to make changes appropriately.


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