Q. Do you charge fees?
A. Our advice is paid for on a fee basis, however, the first interview is always free.

Q. What are your business hours?
A. MJR’s business hours are 9:00am to 5:00pm Monday to Friday. However, the YBS counter at our office in Mercer Row is usually open 9.00am to 4:30pm, Monday, Tuesday, Thursday, and Friday (excluding bank holidays), 9.30am to 4:30pm Wednesday and every Saturday morning (excluding Easter Saturday) 9.00am to 12.00pm. We are also available over the telephone or by email during our normal opening hours.

Q. Can you visit me at my home/workplace?
A. Yes, a visit can be arranged to your home or workplace, by mutual arrangement.

Q. Can you visit outside office hours?
A. Yes, a visit can be arranged outside office hours, by mutual arrangement.

Q. Do I need to make an appointment?
A. Ideally, an appointment should be made, in order to ensure that the Financial Adviser will be available at a mutually arranged time.

Q. Will you deal on an Execution-only basis?
A. Yes, we can deal on an Execution-only basis if that is preferred. However, a Full Financial Review will be offered, as this is the recommended route, to ensure that the client receives the best advice for his or her situation. With Execution-only business, no advice would be sought and, therefore, no advice would be given.

Q. Can you advise over the telephone?
A. Your situation can be discussed over the telephone. We also offer video calls via Skype, Zoom or Teams, you do not need an account, we can send you a link by email or text message. You can share documents and secure messages via our Personal Finance Portal (PFP). New clients will need to provide acceptable identification in person before we can begin the advice process. https://mjrfinancialservices.gb.pfp.net/

Q. Do you conduct business on-line?
A. MJR Financial Services are able to place business on-line with various institutions. We can accept e-mail instructions and instructions via the Personal Finance Portal (PFP), providing adequate identification has been established. https://mjrfinancialservices.gb.pfp.net/

Q. Is there disabled access to the office?
A. Yes, our office has a wide, flush doorway, providing easy access for all.

Q. What information is available for vulnerable clients?
A. Please click here for a list of helpful websites.

Q. Do you provide counter services for a Building Society?
A. As a Yorkshire Building Society agency, MJR Financial Services can offer you access to a wide choice of savings accounts to help you make your money work harder. The Yorkshire aims to offer customers great value over the longer term, as well as being competitive at the start. For all other areas of financial advice MJR Financial Services is authorised & regulated by the Financial Conduct Authority. For Investment advice MJR Financial Services are paid by fee only and not commission.

My documents show my previous name. What can I do?
We can accept documents in your previous name, provided you also send us an original or certified copy of your marriage certificate/change of name deed to evidence the link between your old and new name. If you wish to change your name on our records, please contact us for full details of our requirements.

I have recently changed my address and have no documentation for my new address; what documents can I provide?
Any solicitors’ letters that you may have received during the process of purchasing your house or any rental agreement that states your name and full address.

I don’t have the documents you have requested – what should I do?
We understand that some investors may not have the documents we have requested. Please contact us for full details of other documents we can accept, including those acceptable for investments placed in the names of minors, or visit www.mjrfinancialservices.co.uk/identity

I am a resident in a nursing home and don’t have a passport, driving licence or utility bill – what can I send you instead?
We will also accept a signed letter on headed paper from the care home or warden of sheltered accommodation or refuge, confirming your residence.

All my utility bills are in another person’s name – can I send another type of document?
There may be other documents that you can provide that are in your name. Please contact us for full details of all the types of documents we can accept, including those acceptable for investments placed in the names of minors.

All my utility documents/bank statements are in electronic format – will you accept a print-out?
We are unable to accept documents printed directly from the internet as they may be easily altered. Bank statements can be accepted if they are certified by your bank as a true copy of the online statement. Details of how your statement should be certified can be found on the last page.

I use a PO Box address/care of address for security reasons – how else can you verify my address?
For tax reasons we are required to hold the residential address of our investors and it is this address we need to use to verify your identity. If you do not hold any documentation that shows your physical address, please contact us to discuss alternatives.

I don’t want to send original documents to you, can I send copies instead?
We encourage investors not to send original documents through the post using a non-secure service as we cannot accept responsibility for their safety while they are in the post. We do return all documentation to you using a recorded delivery service. We are able to accept copies of documentation if they are certified by a professional person. Details of the professions that may certify your documents can be found on the last page.

What will happen if I don’t provide the documents?
We are required by law to cease transactions with any investors whose identity we are unable to verify within a reasonable time. This includes paying withdrawal and income proceeds and accepting further investments.

What law is it that MJR Financial Services is abiding by?
The UK and all regulated financial services firms have an obligation to have effective procedures in place to detect and prevent money laundering, this includes verifying the identity of our investors, as detailed in the UK Money Laundering Regulations 2007.

I work overseas in the armed forces, what can I do?
We will still require you to verify your identity using documentation. We will accept copies, certified by a senior ranking officer. Details of how to certify documents can be found on the last page.

Who can certify my copy documents?
Any of the following professions can certify your copy documents for you:

Q. What do I do if I have a complaint?
A. If you wish to register a complaint, please contact us:

* In writing: Mr M J Rice, MJR Financial Services, 33 Mercer Row, Louth, Lincs. LN11 9JG.
* By phone: 01507 604550.

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.

Further information in respect of the Financial Ombudsman Service is available on their website at: http://www.financial-ombudsman.org.uk/

Talk to MJR Financial Services by calling 01507 604550 or call in and see us at 33 Mercer Row, Louth.