Terms & Conditions
At Sydney Charles, we believe in transparency and clarity when it comes to our terms of service. These terms and conditions outline the general framework under which we provide our services and engage with our clients.
By using our services, you agree to these terms. However, where a specific agreement or contract exists, its terms will take precedence in the event of any inconsistency.
1. Introduction
1.1 These general terms and conditions apply to all third parties engaging with or using the services of a member company of the Sydney Charles Group. These terms may be varied or superseded by a specific agreement or contract between us.
1.2 When you first contact us for advice or information about our services, we will provide an initial response free of charge. If further detailed information is required, we may apply a time-based charge.
1.3 Once we agree to provide you with a defined range of services, you agree to underwrite our fees and expenses, including any unpaid amounts.
2. Our services
2.1 We will provide the services specified in an agreement, contract, or other arrangement between us. Any changes to the scope of services will only take effect once agreed upon in writing.
2.2 If we have completed the work but you no longer wish to receive it and have not informed us, we reserve the right to charge for the time spent and costs incurred up to that point.
2.3 You must provide all necessary information in a timely manner to enable us to perform our services. The information must be accurate, complete, and not misleading.
2.4 Our services are for your use only. You may not share or rely on them for third parties without our written consent. Our relationship with you does not prevent us from providing similar services to other clients.
3. Fees and payment
3.1 Our fees, including any third-party expenses incurred on your behalf, will be calculated and invoiced as set out in our agreement or contract. You agree to settle invoices in accordance with our payment terms.
3.2 Our fees will be periodically reviewed in accordance with the terms of our agreement or contract.
3.3 If our engagement is terminated, you agree to pay all outstanding fees and expenses, including those not yet billed. We reserve the right to exercise a lien over any of your property held by us until all outstanding payments are made.
4. Money laundering compliance
4.1 We are required by law to verify the identity of clients and conduct background checks, including the source of funds used for certain transactions.
4.2 If we suspect money laundering, we may be required to report the transaction to the relevant authorities. In such cases, we may be prohibited from informing you of this action.
5. Confidentiality and data protection
5.1 We will treat as confidential any information obtained during our work with you, except where disclosure is required by law, regulation, or internal compliance procedures.
5.2 You agree to keep confidential all information relating to our fees, personnel, and documentation.
5.3 We comply with all relevant data protection and privacy laws regarding any personal data you provide to us.
5.4 We may disclose that you are a client and describe our work in general terms unless you request otherwise. Similarly, you may disclose our engagement unless we ask you not to.
6. Communication
6.1 We may communicate with you via email unless you request otherwise. Emails, including attachments, are not encrypted. While we take precautions against viruses, you are responsible for protecting your own systems against potential risks.
6.2 For security reasons, we do not accept material instructions via email. Instructions via facsimile will only be accepted if a suitable indemnity is provided in advance.
6.3 All information contained in our emails, including attachments, should be treated as confidential. It must not be copied, used, or shared with any third party for any purpose other than that intended.
6.4 Our emails may contain proprietary information, some or all of which may be legally privileged. They are intended solely for the recipient. If you receive an email in error due to an addressing or transmission issue, please notify the sender immediately. If you are not the intended recipient, you must not use, disclose, distribute, copy, print, or rely on its contents.
6.5 By communicating with any member company of the Sydney Charles Group via email, you consent to us monitoring and reviewing such correspondence.
7. Complaints and dispute resolution
7.1 If you have a complaint or concern, please contact the company representative handling your matter. Contact details can be found in the Team section of our website. We will investigate your complaint promptly in accordance with our complaints-handling procedures.
7.2 If your concern is not resolved, you may escalate it to Philip Lepp, Group Chairman and Managing Director, at our Guernsey office. If the matter remains unresolved, we will seek to resolve it through mediation.
7.3 Clients who have conducted business through Sydney Charles Financial Services Limited may refer complaints to:
Channel Islands Financial Ombudsman (CIFO)
PO Box 114, Jersey JE4 9QG
Telephone: 01481 722218
Email: enquiries@ci-fo.org
7.4 Clients who have conducted business through Sydney Charles UK LLP may refer complaints to:
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Telephone: 0207 964 1000
Email: complaint.info@financial-ombudsman.org.uk
7.5 Clients with business placed through our Lloyd’s Coverholder can raise complaints via:
8. Force majeure
8.1 We shall not be liable for any failure or delay in performing our services due to circumstances beyond our reasonable control, including but not limited to fire, flooding, acts of God, war, terrorism, riots, strikes, industrial disputes, or actions by government authorities.
9. Inconsistencies
9.1 If there is any inconsistency between these general terms and conditions and a specific agreement or contract, the terms of the specific agreement or contract shall prevail.
10. Updates
10.1 We may update these terms and conditions from time to time. Any material changes will be posted on our website, and we will notify you accordingly. Your continued use of our services after the changes are made will signify your acceptance of the updated terms. We encourage you to review these terms and conditions periodically to stay informed about any updates.
Last updated: May 2025