Our policies


We believe that everyone deserves access to quality financial services. If you require additional assistance, we aim to provide you with the right service and support for your needs.

How to contact us Our offices and locations

How can we help you?

As part of our values, we will treat you fairly and with integrity, helping you find additional support if you need it.

Why might you need help?

Our trained, experienced colleagues understand that everyone needs help from time to time. Below are some of the reasons you might need additional support when accessing financial services:

  • You have a physical disability
  • You have a severe or long-term illness
  • You have a mental health or other condition that means you need more time processing information
  • You have difficulties with your sight, speech, or hearing
  • English is not your main language
  • You have recently suffered a stressful life event, such as unemployment or bereavement

We will answer any questions you might have and, if you agree, will record how we can help you better. That way, every time you speak to someone at Charles Stanley, they can use your notes on file to quickly find you the right support.

How we support you

Our financial services are designed with you in mind. Explore some of the ways we integrate accessibility into our business.

Get support when you need it with third-party access

We can set up a trusted “Third Party” or someone with Power of Attorney with permission to access and operate your accounts on your behalf. Please get in contact with us and we can help you arrange this. You might find this helpful if:

  • You're in hospital for a long period of time you might need someone to keep an eye on things
  • If you struggle with using technology devices such as a computer or mobile phone
  • If you need support with stressful decisions
Get in touch
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In a world where automated financial services are becoming more popular, it’s important to be able to discuss your finances with a real-life expert, who listens to you and communicates in plain English. Our communications, whether physical or digital, have all been written by a human.

  • Our paperwork is aimed to be clear and jargon free.
  • We have used dyslexia-friendly fonts where possible as well as contrasts designed for those with low vision.
  • Large print formats of our key documents like Complaints Management Procedures are available on request.

Helpful insights and guidance

We understand how hard it can be making the right decisions about your personal finances. To help you gain more knowledge, we offer educational content in a range of formats to suit all levels of understanding. All recorded content comes with subtitles if you are hard of hearing.

  • Guides, checklists and infographics
  • Written articles
  • Live webinars and on-demand replays
  • Podcasts
  • Videos

Our website and app are designed to be accessible

Our websites are designed to meet global standards of accessibility. For example, we make sure text stands out sufficiently against the background to be read easily while the colours used take into consideration those with colour vision difficulties.

  • This website (www.charles-stanley.co.uk) has been designed to the highest levels of Web Content Accessibility (Double AA Standard).
  • Our websites are developed and tested to be compatible with the most popular browsers: Google Chrome, Microsoft Edge and Safari (Apple). Please make sure that you are using the latest version(s) of one of these browsers to get the best experience.
  • If you are struggling to read any of the text on our websites, you can use your browser’s magnify feature to increase the text size. If you do need help, please contact us and someone from our team can help you do this.
  • If you’d like more information around our cybersecurity policies and how to keep safe online, please follow the link below.

Get in touch for additional support

We aim to offer a free consultation to anyone who needs it with an expert that has relevant experience to suit your needs. We will listen to you and help you find the best service to suit your needs.