1. 1 | PERSONAL VIEW
FOR INTERMEDIARY USE ONLY
FOR INTERMEDIARY USE ONLY
View
Personal
March2015
2015... The
year of
protection
Calendar of
events 2015
Supporting
quality ‘at
retirement’
Advice
10 19 21

2. 2 | PERSONAL VIEW MARCH 2015 | 3
Last year built foundations for an exciting 2015 within
the protection market. Turn to page 10 for tips on
how you can maximise the opportunities that this has
created to offer an even better service to your clients
and increase your productivity.
Looking forward, the implementation of the EU
mortgage credit directive (MCD) is now 12 months
away. Find out what will change and what this means
for your clients and your business on page 12. In
addition, we explore the considerations that should be
kept in mind when moving into the pensions flexible era
on page 21.
Thank you for all of the fantastic feedback about
Personal Touch LIVE (page 18). We have a variety of
exciting events planned throughout the year. Turn to
page 19 for more details; don’t forget to save the dates
in your diaries.
I look forward to seeing you at an event coming soon!
Kind regards
Welcome
…to the March edition of Personal View.
PersonalTouchFinancialServices @ptfspersonal-touch-financial-services-ltd
It’s good to be social!
To enter our competitions, receive event updates and more connect with us on:
An Exclusive Offer
Spring Roadshows
2015…the year of
protection
EU Mortgage Credit
Directive
Your Technology Preview
Your Services
Your Financial and
Propriety Team
Personal Touch LIVE 2015
Feedback
Calendar of Events 2015
Supporting Quality ‘At
Retirement’ Advice
Your AQR Team
04 09
Auto-Enrolment Support Identity Checking Made Simple
06
08
10
12
14
16
17
18
19
21
22

3. 4 | PERSONAL VIEW MARCH 2015 | 5
The Hub can now support your business clients who are going through the process to ensure their employees
have work-place pensions implemented, avoiding any unnecessary fines.
We have built a streamlined process to ensure we can assist your clients to make it hassle free for them. The
Hub will handle the process from start to finish to take away the burden from you.
Which business clients can you help?
Below is a table that will help you identify which of your clients will require an auto-enrolment solution in 2015.
PAYE scheme size or reference Staging date
50-53 01 April 2015
Fewer than 30 with the last 2 characters in their PAYE reference numbers 92, A1-
A9, B1-B9, AA-AZ, BA-BW, M1-M9, MA-MZ, Z1-Z9, ZA-ZZ , 0A-0Z, 1A-1Z or 2A-2Z
01 June 2015
Fewer than 30 with the last 2 characters in their PAYE reference number BX 01 July 2015
40-49 01 August 2015
Fewer than 30 with the last 2 characters in their PAYE reference number BY 01 September 2015
30-39 01 October 2015
Fewer than 30 with the last 2 characters in their PAYE reference number BZ 01 November 2015
What do you need to do?
If you have any business clients who are coming up to their staging date this year, why not speak to one of our
wealth managers within the Hub? They will talk you through the next steps and provide you with an overview.
You can simply phone 0121 767 1100 or e-mail advice@personaltouchfs.com.
How can the Hub help?
The Hub can provide support and guidance at every stage of the process. We will:
• Have an initial discussion with your clients and outline the process
• Confirm and check their staging date with them
• Present your clients with the proposition and provide a solution
• Provide the administration support they require
• Help provide the necessary communications to their employees
• Answer any questions or queries they may have
• Ensure a simple transition and they are all set up for their staging date
What will your client need to do?
Your client will need to follow 3 simple steps:
1. Book a meeting convenient to them with one of our wealth managers
2. Provide payroll details for their employees
3. Designate a point of contact
We are already receiving great feedback from members and our clients:
“I recently attended a client meeting with Ruth and Steve from the Hub, as they were discussing an auto-
enrolment solution with my clients. I thought it went really well and their presentation was great. Steve and
Ruth certainly enhanced my reputation! I will continue to see what other companies I can introduce to the Hub
to provide this excellent service.”
Jim Paul
Oxford Mortgage Company
More Information
For any further information please call the Hub on 0121 767 1100.
Auto-Enrolment Support
After successfully implementing auto-enrolment ourselves at
Personal Touch in 2014, we certainly know what work is involved
and how time consuming and complicated the process can be.
Louise Evans
Head of Client Referrals

4. 6 | PERSONAL VIEW MARCH 2015 | 7
So how is this newly-launched service different?
Expert-to-expert support, first-class service and
absolutely no dual pricing. That’s what we think has
been missing in the market, and that’s exactly what
we are offering. We’re now up and running and all
set to do business with you.
How will this work?
It’s important to be able to talk to the right person
at the right time, expert-to-expert. Your highly
experienced Business Development Manager will
be on hand to discuss a case, returning your calls
and emails the same day. You’ll also be able to talk
directly to the underwriter if we refer a case to them.
Not many lenders do that. Even our enquiry line is
staffed by experienced intermediary advisors. It’s all
about offering you the service you were missing in
the market.
Does this mean decisions take longer?
Not at all. We know a quick decision is important
for you and your clients. But we also know you
want a decision without false positives. Which is
why we’ll ask for information or clarification on
Day 1, not Day 21. After all, the last thing you
want is a ‘slow no’.
TSB has launched
something new:
outstanding service
for intermediaries.
What about technology?
We’ve not only invested a great deal in our large
team of BDMs, but in our technology too. Our
market-leading systems can give an instant
decision in principle in all cases. And if we can’t
lend the full amount, we can make an Alternative
Lending Proposal for how much your client can
borrow. Our AIP will leave a soft credit footprint
which will not impact on your client’s credit score.
Will this also make things clearer?
Yes, absolutely. Everything is transparent
because it’s directly accessible online: lending
criteria, rates, affordability calculators and a full
documentation list. At the end of the day, we want
TSB to be the lender that brokers absolutely put
their trust in. And the only way to do that is to
deliver outstanding service. Which is exactly
what we’re doing.
And will all your products be available
from Day One?
No, they won’t. To make sure we deliver
outstanding service right from the word go, we’ll
be phasing products in. To start with, we’ll be
offering first-time buyer and home-mover two-year
fixed and variable rate products. The remainder
of our products – including buy-to-let and 10-year
rates – will be available by April.
TSB Mortgage Intermediaries Director, Roland McCormack, explains.
Roland McCormack,
Mortgage Intermediaries Director, TSB
“Expertise, great service
and fast decisions you
can rely on. That’s the
difference with TSB.”
TSB Bank plc. Registered Office: Henry Duncan House, 120 George Street, Edinburgh EH2 4LH. Registered in Scotland, No. SC95237. Authorised by the Prudential
Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 191240. TSB Bank plc is
covered by the Financial Services Compensation Scheme and the Financial Ombudsman Service.
See our products and try us today.
Click intermediary.tsb.co.uk
FOR MORTGAGE PROFESSIONAL AND INTERMEDIARY USE ONLY.
With2015justbeginning,itcouldn’tbeabettertime
to start planning for the year ahead. You can now
benefitfromournewlyenhancedrecruitmentoffer.
We are waiving the adviser support fee for 12 months* for any new
mortgage and protection or wealth advisers you recruit into your business.
During your advisers’ initial period of learning you can focus on helping them reach their
full potential and achieving job satisfaction, knowing their support fees are taken care of.
* Terms and Conditions
Offer valid for 12 months from date of authorisation. Only valid on authorisations during 2015. New AR/RI must not have been authorised by
Personal Touch within the last 12 months.
Grow
your
business
Develop
your
advisers
Help
more
clients
Save
£320per month
on new adviser fees
ANExclusiveOFFER
on ADVISER recruitment
UP
TO
For more information or to take advantage of this opportunity, please contact
your member resourcing team on
E-mail: member.resourcing@personaltouchfs.com
Telephone: 0121 767 1063.
Give your clients advice on more areas
Write more business
Break into new markets
Support your current team
Get a better work-life balance
Move into new geographical territories
Drive profit and market share
Why recruit?

5. 8 | PERSONAL VIEW MARCH 2015 | 9
Identity Checking
Made Simple
Our electronic verification initiative has been
designed to make the advice process more efficient
for you and help you get to know your clients even
better. The intuitive technology streamlines the
process, whilst helping you to remain compliant.
This is now the primary form of identification for all
standard due diligence transactions.
The Benefits
There are a number of benefits that electronic verification can bring
to both you and your clients:
• Fraud reduced – the robust process will combat the risk of
accepting fraudulent documents at the verification stage.
• Enhanced customer journey – your clients won’t need to find
and produce a number of documents, plus you will have more
time to spend with them.
• Reduced costs – the cost of administration will reduce and the
cost per check is covered by Personal Touch.
• Improved quality and productivity – less manual intervention
is required which reduces queries, increases cases being
approved at underwriting and delivers a positive message to
lenders and providers.
• Streamlined processes – the system automatically screens
politically exposed persons (PEPs) and sanctions databases so
you don’t have to.
• Audit trail – it’s easy to store and retrieve electronic files, providing
an audit trail and assistance in meeting compliance requirements.
Additional Improvements
You no longer need to complete and upload a CVI form, which
removes unnecessary paperwork. The requirement to confirm
that the due diligence process has been carried out has been
incorporated into Toolbox.
Furthermore, where a driving licence or passport is used and it
returns a pass, the requirement to certify, retain and upload the
document to Toolbox is no longer required. This applies to both
the face to face and non-face to face process. If the check is
unsuccessful, all ‘Alert’ or ‘Refer’ results must still be referred to the
financial crime team for further guidance.
More Information
The Toolbox user guide and chapter 18 of the compliance manual
have been updated to reflect these changes. You can find these in
the Training Centre under the ‘Preventing Financial Crime’ section.
If you have any questions, please call the financial crime team on
0121 767 0996.
David Dilkes
Senior Financial Crime
Manager and MLRO
Join us for a day of:
• Engaging and informative updates from a great mix
of provider and lender partners
• Hands on experience of our new and exciting
network initiatives for 2015
• Expert advice on industry and technological updates
It couldn’t be easier, just follow the 2 simple steps below!
Pick an event to suit you
Tuesday 17 March, Scotland
Beardmore Hotel and Conference Centre, Glasgow
Wednesday 18 March, North East
Mercure Wetherby Hotel, Wetherby
Thursday 19 March, North West
Haydock Racecourse, Merseyside
Tuesday 24 March, Midlands
Scarman House, Coventry
Wednesday 25 March, South
Solent Hotel and Spa, Hampshire
Thursday 26 March, London
Holborn Bars, London
Register and book your place by visiting:
www.surveymonkey.com/r/Q1roadshows
Spring Roadshows

6. 10 | PERSONAL VIEW MARCH 2015 | 11
2015...
Charlotte Power
Protection Proposition Manager
Last year many developments took place in the
protection market. Whether it was new sales
tools being launched, talks of provider mergers,
technology systems becoming more advanced
or a growth in direct consumer advertising.
With this in mind, there is no doubt that things are to set to become more
exciting for us in 2015. All of the developments that we have seen, or are
yet to see later in the year, will be a real benefit for advisers.
Moving away from product-focused advice
Following the introduction of MMR we have seen a growth in the
mortgage market in 2014. A direct correlation with new protection sales
was expected. However, with advisers’ time becoming stretched with
longer mortgage appointments this wasn’t the case and GenRe reported
a modest growth of 3.3% at the end of 2014.
Fortunately advisers are great at adapting to change and are now settled
into the new world of mortgages. Now is the time to embrace protection
and ensure it is a key driver within your business. This is not only to
ensure your clients receive the right advice and solution to meet their
needs, but also to build longevity into your business.
Moving away from a product-focused sale is fundamental for protection
growth. As advisers it’s your job to ensure your clients understand the
risks and the need for protection cover. Following this, the product will be
something that will be brought into the conversation much later on. This
will lead to a more holistic advice conversation with your clients and move
away from just selling term assurance. All of which will help to build client
trust, generate more income and write more multi-product advice solutions.
TIP
Always identify the protection risk
first with your client and help them to
understand and buy into the problem.
Leave the product solution to the end
of the conversation.
The ultimate goal is to raise client
awareness.
Building client awareness
We all know that as an industry, we need to focus
more on making clients aware of protection cover
and the risks for not having it in place.
Throughout 2014 we started to see a growth in direct
consumer advertising from our provider partners. Whilst
this may feel like they are competing for business,
it will actually help when you have the protection
conversation with your clients. They will see the adverts
on TV or in the newspaper and be able to relate more
to the conversation that you have with them.
In addition, the exciting launch of the 7 Families
national campaign is great for advisers, as it will
increase overall client awareness of protection.
TIP
Try to incorporate sales tools into your process to
highlight the need. Using LV=’s risk calculator as
part of your advice process can help build clients
awareness to the risks open to them by not having
protection in place. Embrace direct consumer
advertising and talk to your clients about the new
VitalityLife TV advert with the ‘VitalityLife Dachshund’.
Technology is the real key to driving growth within
the protection market. The way you and your
clients interact with providers going forward is set
to become quicker and slicker, which is something
that we should all welcome.
Protection portals are now stronger in delivering
a range of quotes to meet clients’ needs and
budgets, whilst saving you time. We have a large
range of protection technology solutions to suit
your business needs including the market-leading
LifeQuote system, the Xrae tool from Ipipeline and
the new multi-benefit solution from Iress.
TIP
Understand what you need to grow your protection
sales; it could be a new approach to administration,
a slicker quote process or a simpler application
process. There are technology solutions out there to
help overcome all of these problems.
the year of protection
TIP
SFI – Interest Only – Sale of Mortgaged Property
At Santander for Intermediaries we know it’s important for you to have the correct information to complete your client’s mortgage
application.
We have recently introduced improved questions within our Introducer Internet Residential FMA, where Interest Only - Sale of
Mortgaged Property has been selected as the repayment vehicle.
These changes do not affect Residential Interest Only applications where the repayment vehicle is by way of an endowment or
managed investments or Buy to Let applications.
What’s changed?
• All Residential Full Mortgage Applications (FMA) submitted where any loan part is on ‘Interest Only – Sale of Mortgaged
Property’ will require updated questions to be completed regarding the customer’s future plans within Introducer Internet
• Please note - You must fully complete the FMA Repayment Vehicle fields within our Introducer Internet, with the evidence
retained on your file (including the Customer Declaration)
Our Interest Only – Repayment Vehicle Guide, Evidence Requirements Guide, Purchase and Remortgage Mortgage Input Forms
have been updated to reflect this change.
If you have any queries about this change please speak to your dedicated sales contact
or visit our dedicated website.

7. 12 | PERSONAL VIEW MARCH 2015 | 13
EU Mortgage Credit Directive
We are now just 12 months away from
the implementation of the new European
regulations on mortgage lending in UK law.
In January the government published legislation which will incorporate
the EU mortgage credit directive, following on from a consultation
process which saw the interpretation broadly welcomed by the industry.
Regulations set out to transpose the mortgage credit directive into UK
law. It also contains other changes, including bringing the regulation of
second charge lending into line with first charge.
In a bid to minimise disruption to both lenders and customers the
government has waited for the European directive before implementing
the latter.
What will change?
As a nation we already comply with most of the EU rules. We have
strong regulation with the power to ensure that people only borrow what
they can afford to repay, as well as tackling any future risks to financial
stability from the mortgage market at a much earlier stage.
Whilst Britain already complies with most of the new EU rules, the
legislation implementing the directive contains some changes which include:
• Bringing the regulation of ‘second charge’ mortgage lending into line
with ‘first charge’ mortgage lending
• Introducing a new set of regulations for buy-to-let lending, where the
lending is to consumers rather than for business purposes
Although the changes outlined will not come into effect until March 2016
the government is putting these in place now, in order to give mortgage
lenders and customers as long as possible to prepare for them.
What does this mean for you
and your business?
The mortgage credit directive does not distinguish
between secured lending on first or second charge
on a borrower’s home, they are treated the same.
Whilst clearly second charge lending is generally a
much smaller loan, non-payment will still carry the
same penalty, which is why it is logical to bring them
both in line with one another.
Buy-to-let lending is the key area which will change
before March next year. So, as widely expected, the
new set of regulations for buy-let-lending is centred
on consumers rather than for business purposes.
The existing definition of a regulated mortgage in UK
legislation includes a requirement that at least 40%
of the land is used by the borrower or a relative as
their home. The mortgage is not regulated where
more than 60% of the property is let out, even if the
borrower also occupies a part of the property.
Under the new MCD rules a buy-to-let mortgage
can only be excluded from the full requirements of
the directive where, as a term of the contract, the
property may not be occupied at any time by the
borrower or a family member.
These changes offer more clarity to the buy-to-let
market and ensure that the full advice process is
given to the pleather of “accidental landlords” that
have joined the market in recent years.
What do providers think?
During the consultation the treasury received
responses from over 30 stakeholders, primarily made
up of banks and building societies, but also included a
spread of trade bodies and consumer groups.
Overall feedback was supportive, particularly in the
government’s efforts to finalise rules as quickly as
possible, although lenders have commented on the
already tight deadline.
The government’s response was to make it
possible for all firms subject to the MCD to
adopt the revised rules up to 6 months ahead of
implementation in March 2016.
What’s the next step?
So, in the interim, until the market is agreed and ready
it is business as usual.
The buy-to-let market remains buoyant, with lending
up 9% in 2014 compared to the year before. And
with more than 1 in 4 landlords planning to increase
the rent they charge tenants by more than 3% in
2015, triple the latest rate of inflation, the optimism
continues.
Our lending panel provides a range of updated buy-
to-let propositions, covering a vast array of customers’
needs. And don’t forget our established buy-to-let
general insurance panel, offering specialist products
to provide your customers with holistic advice.
Vikki Jefferies Power
Mortgage Proposition Manager

8. If you do not have professional experience, you should not rely on the information contained in this communication. If you are a professional and you reproduce any part of the information contained in this communication to be
used with or to advise private clients, you must ensure it conforms to the Financial Conduct Authority’s advising and selling rules. Birmingham Midshires is a division of Bank of Scotland plc. Registered in Scotland No. SC327000.
Registered Office:The Mound, Edinburgh EH1 1YZ.
REMORTGAGING
WITH BM SOLUTIONS.
IT’S THE WHOLE
PACKAGE.
Our remortgage-only products really
are the whole package, combining £600
cashback and a valuation fee refund of
up to £920. With remortgage rates
starting from 2.69% and a choice of fee
options, we give your clients the value
and flexibility they’re looking for.
And for you, the benefits are just
as comprehensive. We make life
easier with a simple, straightforward
application process as well as
award-winning specialist service to
ensure that you receive all the help
and support you deserve.
Visit bmsolutions.co.uk
For the use of mortgage intermediaries and other professionals only.
Technology plays an important
and ever-increasing part in
our busy working and private
lives. It’s vital that we continue
to look for ways to improve the
technology that we provide so we
can deliver both customer and
member benefits.
In order to do so, we regularly consult with members
and review the roadmap for future development.
This allows us to prioritise these developments and
improvements to get the balance right in delivery.
2015 updates
We began the year by announcing our partnership
with 27Tec to deliver MortgageSource, an integrated
mortgage sourcing solution. In addition we launched
EIDV, the electronic ID verification service for all
mortgage customers, on Toolbox.
The next quarter will see the piloting and launch of
the fully integrated mortgage solution to create a
seamless process for researching mortgages and
recording details.
Future updates
We are continuing to work on the partnering and
deeper integration of the protection research portals.
This will further improve the advice process and
reduce the need for re-keying customer data. Our aim
is to have a straight through process for protection
advice, which promotes benefits and cost comparison
whilst delivering online applications to providers.
Our Fact Find continues to evolve with your feedback.
With it we can identify areas for improvement to
develop a more flexible and intuitive approach to know
you customer. A focus for the next quarter will be
improved integration for the GI quote engine.
The updated mortgage suitability letter wizard is now
available in Toolbox and has been a great success.
The next suite of letters to be launched will be ‘new’
ISA letters.
Another development we have planned is
improvements to the advice quality review process.
This will include changes to the notifying and
reporting of advice quality queries to advisers and
member competency consultants. This will help
resolve queries more quickly and accurately first time.
Have your say
Your feedback will continue to play an important part
in our future developments. We are hosting a number
of member forums to give you a platform to voice
your thoughts and to ensure that we deliver high
quality technology solutions for you.
If you would like to find out more about how you
can take part in our member forums, please e-mail
membercontact@personltouchfs.com or discuss
with your member competence consultant.
Dave Edwards
Member Services and IT Director
14 | PERSONAL VIEW
Yourtechnologypreview

9. Additional
revenue
Hub referrals
to help you
grow your
business and
help more
clients
Prompt payments
2 commission runs per
week paid on time
every time
Innovative
technology
the latest solutions
to enhance your
processes
technical guidance,
specialist
knowledge and
structured
feedback from
across the
business
Help when you
need it
our dedicated
member contact
team are ready
to take your calls
every week day
48 hour
turnaround
times
Security
Expertise
Tailored support
centre of
excellence training
programme,
national account
managers and
member competence
consultants will help
you to achieve your
goals
Peace of mind
safeguarding through
financial checks and
simplified regulatory
guidance
Recruitment
support
helping you source the
highest calibre advisers
Quick commission
resolutions
our compliance monitoring
provides an oversight
and ensures
effective risk
management
is in place
16 | PERSONAL VIEW MARCH 2015 | 1716 | PERSONAL VIEW MARCH 2015 | 1716 | PERSONAL VIEW MARCH 2015 | 1716 | PERSONAL VIEW MARCH 2015 | 1716 | PERSONAL VIEW MARCH 2015 | 17
We have combined expertise from across the business, including member resourcing and the solvency and financial
review team, to create your financial and propriety team. This will be lead by Tom Bacon and Subina Begum to
ensure an efficient and accessible service is provided for you and your business.
What improvements have we made?
We have listened to your feedback following completion of solvency and financial reviews. As a result, we have
made changes to simplify the process including:
99 The automation of the process on Toolbox
99 A reduction in the level of requested information
In addition, we want to support you in recruiting quality advisers into your business. We have implemented a refined
process centred on communication and transparency. We have also created an application criteria guide to aid you
throughout the application process, which can be accessed upon request. Together these will reduce the time taken
when authorising new advisers.
What is our aim?
The improvements we have made will help to ensure that all members, whether existing or new, are fit and proper
as well as financially sound.
This year all members will complete a financial and propriety review. Throughout the year we will send requests on
Toolbox and we will contact firm principals by telephone to inform them of the next steps.
What are the benefits?
In completing the review there are several benefits including:
99 Safeguarding your business and your clients
99 Keeping your clients at the heart of everything you do
99 Having peace of mind you’re part of a network that values high quality
By working together we can achieve this and deliver a high quality service for you and your clients.
How can you get in touch?
If you would like a copy of the application criteria guide or if have any questions please
feel free to contact the team at financialandpropriety@personaltouchfs.com.
Financial
Propriety
team
YOUR
and
AnthonyAmes
Senior Compliance Manager
Your Services
We believe that if you have the right services and support available you
can pass on the good service to your clients.
Here is just an overview of
what we have to offer:
If you have any questions please get in touch with the member contact team on 0121 767 1002 or at
membercontact@personaltouchfs.com.
For more information about our innovative technology turn to page 14. If you would like to know more about the
recruitment support available turn to page 06.

10. 18 | PERSONAL VIEW MARCH 2015 | 19
CALENDAROFEVENTS2015
Member comments
“A nice change to LIVE this year:
one venue, huge networking,
lots of new faces, positive
interviews and many new ideas
#gonnabeagoodyear”
“I consider that this is the best
Personal Touch LIVE to date”
M T W
January 2015
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1 2
5 6 7 8 9
12 13 14 15 16
19 20 21 22 23
26 27 28
22 - Annual Conference - PT Live
29 30
M T W
February 2015
T F
2 3 4 5 6
9 10 11 12 13
16 17 18 19 20
23 24 25 26 27
24, 25, 26 - Directors’ Club Lunch
M T W
March 2015
T F
2 3 4 5 6
9 10 11 12 13
16 17 18 19 20
23 24 25 26 27
30 31
17, 18, 19, 24, 25, 26 - Quarterly Roadshows
M T W
April 2015
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27 28 29
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30
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May 2015
T F
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4 5 6 7 8
11 12 13 14 15
18 19 20 21 22
25 26 27
5, 6, 7, - GI Workshops
20, 21, 22, - Directors’ Club Convention
28 29
M T W
June 2015
T F
1 2 3 4 5
8 9 10 11 12
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22 23 24 25 26
29 30
9, 10, 11, 16, 17, 18 - Quarterly Roadshows
M T W
July 2015
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M T W
August 2015
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31
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September 2015
T F
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7 8 9 10 11
14 15 16 17 18
21 22 23 24 25
28 29 30
8, 9, 10, 15, 16, 17 - Quarterly Roadshows
29, 30, 1 (Oct) - Protection Workshops
M T W
October 2015
T F
1 2
5 6 7 8 9
12 13 14 15 16
19 20 21 22 23
26 27 28
6, 7, 8 - Directors’ Club Lunch
22 - Wealth Management Conference
29 30
M T W
Novmeber 2015
T F
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30
24, 25, 26 - Lending Workshops
M T W
December 2015
T F
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21 22 23 24 25
28 29 30
18 - PGA Lunch
31
MARCH 2015 | 19
88% of
attendees rated
the day event
good or excellent
88%
75% of all
attendees rated
the presentation
content good or
excellent
75%
94% of
attendees rated
the range of
exhibitors good
or excellent
94%
Most
presentations
were attended
by over 75% of
attendees
75%
213 attendees from
222 registered
(record attendance
and record low
drop-out rates)
213
“The informative
presentations and variety
of providers”
“Some really good
presentations, points and
discussions had throughout
the day, which offered a
picture of Personal Touch in
the year ahead”
“The location and
the presentations
from LV= and
Friends Life”
“I consider this
the best Personal
Touch LIVE to
date”
“The networking
opportunity with
Personal Touch staff,
lenders / providers
and other ARs”
“The speaker
from Lloyds
Banking
Group”
“Presentations did
not go on for too
long so kept my
attention”
“Wide variety
of professional
knowledge
available”
What did you like most
about the event?
“Congratulations on
such a successful event”
Kate Buckley
Provider Comments
“Personal Touch Live
was fantastic”
Eddie Curran
“Great event, very well
run and we thoroughly
enjoyed it; a really good
vibe and atmosphere to
the whole day“
Steve Hewett
“A pleasure to turn out for
Personal Touch again and
genuinely enjoyed the day
and the evening event;
there is a good buzz about
all things Personal Touch”
Darren Spriggs
2015
Feedback

11. For financial adviser use only. Not approved for use with customers
This tax year end is
different, so equip yourself
This tax year end is about more than maximising ISA allowances. With the
pension reforms, your clients will need your help more than ever before.
From essential guides on the pension freedoms to ISA and pension client
letter templates, we’ve got some serious kit to help you make the most of
tax year end opportunities.
Download all the kit you need at aviva.co.uk/adviser/tax-year-end
or talk to your usual Aviva contact.
Aviva Life Services UK Limited. Registered in England No. 2403746. 2 Rougier Street, York, YO90 1UU.
Authorised and regulated by the Financial Conduct Authority. Firm Reference Number 145452.
aviva.co.uk
LF90096 01/2015 © Aviva plc
With the end of the tax year looming, the traditional
surge of new money into tax friendly investments will
inevitably occur. This year though there is an entirely
different slant on the traditional end of tax year rush,
namely the flexible pensions era is about to begin.
The UK will join the USA and Australia, to name two,
where there will be no restrictions when accessing
pension benefits. The `holding’ period, which was
created on 19 March last year after the Chancellor’s
initial announcement, meant that many retirees
simply chose to wait and defer any decisions on
the shape of their retirement income. Many may
have chosen to top-up their pension pot, but the big
income decisions were deferred.
So what does this all mean for advisers? It’s a
huge opportunity, as the state is clearly passing on
responsibilities to individuals to make informed choices.
Many clients will be looking for their advisers to help
them create the optimum `retirement portfolio’ to ensure
their needs are met. There will be some important
foundations to these conversations and 4 key risks
have emerged (on top of the obvious tax implications
on withdrawals) that we should all keep in mind as we
move into the `new world’.
These include:
99 Longevity – outliving your assets
99 Flexibility – unable to access assets when needed
99 Volatility – volatile returns impacting income
99 Inflation – income falling in real terms
Longevity risk has always existed and was
traditionally met by annuity products or drawdown
with safety caps in place. 70% of clients still highlight
secure income for life as their key priority, so the
longevity discussion will be a key one ensuring the
client’s essential outgoings are met.
The other 3 risks will be equally as prominent from
April. It is likely that many clients will require a blended
approach to retirement, as they break down what
is their essential income compared to desirable
withdrawals, and manage their later life aspirations in a
tax efficient manner.
We are here to support you on this journey, as we
finalise our guidance to help you formulate quality
retirement solutions for your clients.
Supporting Quality
‘At Retirement’ Advice
Simon Hewitt
Wealth Proposition Manager
MARCH 2015 | 21

12. 22 | PERSONAL VIEW MARCH 2015 | 23
Your AQRteam
David Dean – Head of Quality
Since beginning my financial services career in 1997 as an adviser, I have held various
senior positions in different areas including training and competence, quality assurance
compliance, risk and operational audit.
I joined Personal Touch this year and I am responsible for the operational management
of the department, ensuring the integrity of advice results in positive outcomes in line with
regulatory expectations. To achieve this I will continually develop the risk mitigation and
review the AQR environment. As part of this I particularly enjoy the dynamics of the role
as there is always something new on the evolutionary horizon.
When at home, I like to try and keep fit by swimming, running, hiking and the odd gym
session. I also play the guitar (badly) and enjoy travelling.
Following on from the AQR process article last month, we
would like to introduce your new head of quality, David Dean,
and the AQR team.
Winston Jones – Quality Reviewer
Prior to my 4 years in this role I worked as a mortgage manager. My current role
involves reviewing the suitability of advice given by our members on mortgage,
protection, equity release and general insurance cases. I enjoy the fact that I am
providing a service to our members that minimises the sale of unsuitable products by
encouraging best practices before, during and after a sale. It is important to me that I
am helping our members achieve a good customer outcome. Outside of work I enjoy
family time, socialising with my friends and going to the gym.
Caroline Bird – Senior Quality Reviewer
I have worked in financial services for over 30 years with the last 3 years being spent at
Personal Touch. I initially joined the company as a paraplanner before moving to advice
quality review. I am responsible for checking advice on investment and pensions. Within
this role I really enjoy the variety and the working environment my colleagues create. In
my personal life I enjoy going to the cinema, theatre, eating out and going on cruises.
Liz Wilkie – Quality Reviewer
I joined Personal Touch in 2007 starting out with the quality team and then moved
before returning to the quality team last year. I use my knowledge as a previous
mortgage and protection adviser to review mortgage and protection cases. I enjoy
working with advisers to ensure the best outcomes are provided and the variety of
cases we look at each day. Outside the office I love festivals, the theatre, nights
out with friends and most of all spending time with my family.
Gary Edwards – Quality Reviewer
I have worked at Personal Touch for over 12 years now –where does the time go? Prior
to this I spent 9 years working as a financial adviser and 2 years working in a compliance
role. I now focus on wealth case reviews to ensure the best recommendations and
outcomes are provided for clients. The role can be really varied on a daily basis and I
enjoy the team environment and responsibility this brings. Outside of work I enjoy playing
and watching football - although injuries and age have unfortunately made me hang the
boots up over the last year. I also enjoy going to the gym, playing golf and travelling to
sunny climates (the perks of having a daughter who works for Virgin Atlantic).
Lauren Bird – Quality Reviewer
I’ve been part of the quality review team for 6 and a half years, reviewing
mortgage and protection advice. Alongside this, I also help members with any
queries they may have with regards to compliance requirements. In my role I
use my practice manager experience to help assist members, as this gave me
insight into the role of an adviser and what it entails. It’s a great feeling knowing
that I help to ensure clients receive suitable advice, plus the team works really
well together and we have good team spirit. At home I’m currently planning my
wedding, so most of my spare time is used to do this. Other than this, I enjoy
travelling and going to the cinema.
Victoria Brady – Quality Reviewer
Back in 2008 I joined Personal Touch in my role as a mortgage and protection case
reviewer. Before this I worked within customer services for a high street lender. The thing
I most enjoy about my role at Personal Touch is ensuring the end consumer is getting the
best possible outcome for their circumstances. There is also great team spirit within AQR
and I feel we work well together. When I’m not at work I enjoy spending quality time with
my young family.
Neil Britnell – Quality Reviewer
I have had great insight into what our members’ jobs involve from my previous self-
employed mortgage consultant role. This has helped me build empathy and trust
when reviewing mortgage and protection cases for the past 4 years. The thing I enjoy
most about my role is ensuring that both advisers and Personal Touch are protected
and that customers are getting the best advice. I also enjoy the comradery of the
team; we work really well together and help each other when needed. Outside of
work my wife and I enjoy growing organic food on our allotment, so our family can eat
healthily. Plus we like to spend time watching and photographing the wildlife in our
local nature reserve. We also love to dance, including ballroom, Latin or modern jive.
Jacqueline Bennington – Quality Team Administrator
Since 2013 I have been responsible for identifying any missing, incorrect or incomplete
documents. I have then highlighted these to members for remedial action prior to a full
advice review being undertaken. My previous roles, within the retail sector running my
own business and receptionist roles, have provided me with customer focus, a confident
telephone manner and administration skills. As part of this I enjoy helping members
obtain a high standard of documented cases. My hobbies include going to the theatre,
eating out, gardening and painting.

13. CHANGING HEALTH AND LIFE INSURANCE FOR GOOD
It’s easier to talk about health
and life insurance that helps
make your clients healthy.
If you think I’m cutting
down on biscuits,
think again.
Now isn’t that a
conversation worth having?
vitality.co.uk/conversation
Instead of talking about insurance that just
sits there waiting for something bad to happen,
Vitality is changing the conversation.
We reward customers for getting active
from the word go.