Important update regarding our move to remote working and what this means for you

Published 27 March, 2020

Following our recent updates, we write to confirm that as of the end of today, 27 March 2020, the clarity team are all working remotely and therefore no longer working from any of our offices. We are still available using all the same contact details.

Our technology and processes mean we are still able to deliver high-quality advice and support in this new environment. However, there is one crucial change you must be aware of: for the foreseeable future, we will be unable to process paper applications or cheques.

Payments can be made online or over the telephone by debit card, electronic transfers or BACS. Any personal information or documentation can be sent using the secure messaging system within clarityONLINE.

Any correspondence from us to you will now also be sent using the secure messaging system.

We have contacted people separately who may have sent us postal correspondence in the last few weeks to explain their options.

However, if you think there could be anything you have already sent by post that we have not yet received, please let us know by return by emailing: adminteam@clarityglobal.com. We will then contact you to agree the best course of action.

We hope you and your loved ones are all safe and well. If you have any queries whatsoever regarding this update, or any other aspect of your financial planning, please don’t hesitate to get in touch with your usual clarity adviser. Or contact us on 0800 368 7511 or enquiries@clarityglobal.com.

COVID-19 - clarity Update

25th March 2020

Please see below, our latest update following the Government’s statement earlier in the week.

We are doing everything we can to make sure that we continue to provide you with the high level of service you expect in the most challenging of times. In order to comply as best we can with the Government directive and to limit the risk to our staff we now have only business critical staff in the office with the view that we will be operating 100% remotely in due course. We are, of course available on the telephone as usual.

As an organisation we do feel we have a social and moral responsibility to contribute as best we can to stopping the spread of this virus. We are only keeping our office open to support those who absolutely cannot communicate with us in any other way than the traditional method, in the run up to the end of the tax year.

We have also been informed that as our office is not on the critical postal list, this service will become increasingly unreliable. Therefore please can we ask you send all payments and any time-sensitive information to us electronically. This will help ensure your transactions can be completed before the end of the tax year.

Payments can usually be made online or over the telephone by debit card, electronic transfers or BACS. Any personal information or documentation can be sent using the secure messaging system within clarityONLINE.

Similarly, we will only be sending out correspondence electronically going forward.

For more information

If you have any questions about this update - or indeed anything else relating to your financial planning or investments - do get in touch with your usual clarity adviser. Or contact us on 0800 368 7511 or enquiries@clarityglobal.com.

COVID-19: maintaining our services and protecting our team

19th March 2020

Update from our operations director, Philippa Collier, on how we’re maintaining our services and protecting our team as the impact of COVID-19 continues to grow.

First of all, let us confirm that we’re here to support our clients with their financial planning and investments as usual. Our advisers, paraplanners and support team are all on hand and available to provide support and advice as needed. Behind the scenes, our IT and business continuity teams have been working hard to ensure we’re able to continue providing the highest level of service, while protecting the health and wellbeing of our staff.

We have the technology and processes in place to enable all of our employees to work from home. Our offices are therefore currently operating on a ‘skeleton staff’ basis. You can still contact us using our normal freephone number 0800 368 7511, or email us at adminteam@clarityglobal.com. ‘Meetings’ with your clarity adviser can still go ahead over the telephone or via video conferencing.

However, particularly as we are so close to the end of the tax year, we urge clients to send payments and any time-sensitive information to us electronically wherever possible. This will help ensure your transactions can be completed in the correct tax year.

As the impact of COVID-19 continues to grow, and government guidance becomes more stringent, the uncertainty around business and travel activity also naturally increases. We therefore recommend you avoid traditional mail wherever possible.

Payments can usually be made online or over the telephone by debit card, electronic transfers or BACS. Any personal information or documentation can be sent using the secure messaging system within clarityONLINE.

You can access clarityONLINE via the ‘client login’ button in the top menu. If you don’t yet have a clarityONLINE account, it is quick and free to set-up: https://www.clarityglobal.com/user/register.

Many people are, of course, also concerned about the significant volatility and downturns occurring in stock markets across the globe. Our investment director, Glyn Bolton, is providing regular updates – you can see the latest here.

We will continue to keep our website and social media accounts updated with any relevant information as the situation progresses. You can follow us on Twitter to ensure you don’t miss any important updates.

See below for a quick ‘Q&A’ providing more detail on our approach to maintaining our services and supporting our clients throughout this period of uncertainty.

What is clarity doing to ensure continuity of service in light of the uncertainty created by COVID-19?

In response to the ever-changing landscape of COVID-19, we are closely monitoring government guidance and have taken the necessary precautionary measures to ensure that we can continue to provide the highest level of service for our clients.

Our business continuity team have tested our operational resilience in relation to the specific challenges presented by COVID-19; reviewing our established business continuity plan and processes to ensure we:

  1. have appropriate measures in place now to help mitigate the risk to our team and the delivery of service for our clients
  2. we can respond quickly to any change in the situation

We have the technology and processes in place to enable any or all of our team to work from home. We have therefore instigated homeworking for most of our employees, and are now operating with skeleton staff in the office.

In addition, we have been in touch with our key suppliers and are aware of their plans in response to COVID-19. At present, we do not believe there are any issues that will affect our ability to maintain our current level of service for our clients, but we will be monitoring the situation.

What actions has clarity taken to plan for a potential outbreak of Coronavirus within the organisation?

If members of our team were to fall ill and could not work, we have plans in place for alternative support for those roles that are key to maintaining continuity of service for our clients. As mentioned above, we have moved to home working for the majority of our team for the time being.

All clarity employees have been advised to travel for work only where necessary and to adhere to any government advice on travel restrictions. We are in regular communication with all members of our team in response to what has become a fast-changing situation to help safeguard them and those around them.

Any clarity employees in high risk groups, or who live with people in high risk groups, have been excluded from the skeleton staff rota and will be working from home until government guidance changes.

How long do we expect these measures to be in place?

We have made these changes with immediate effect. As it is a dynamic situation, we will continue to monitor and keep you informed, but current government guidance suggests they expect the virus to be prevalent for at least the next 8–12 weeks.

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