Given the unprecedented circumstances we’re all facing due to the Covid-19 (Coronavirus) outbreak, I wanted to get in touch to update you on the operational impact to our business.

This is without doubt the most testing time that we have had to deal with and requires a calm, thoughtful, risk-managed response.

The wellbeing of our team and support of the “Stay at Home, Protect the NHS and Save Lives” directive is our priority. However, as a financial services firm we have to continue to operate and provide the service that you need, particularly at this time.

The majority of our staff are now working remotely from home.  We have therefore closed our office.  As a result, we are unable receive post. We have made arrangements for postal collection, however, in order to limit travel and time away from home, this will only take place on a Tuesday and Thursday.  We expect this to have a minimal impact on our operations as much of what we do can be carried out on an “electronic” basis via email and online systems.

We will be sending all correspondence by email where possible and would request that you also communicate by email where possible too please.

We have the systems and technical support in place to continue working in this way for as long as is necessary and I am pleased to say that our continuity plans are working well.

We are however introducing new arrangements in relation to our phone systems in order to assist us in our remote working.  Our advisers can of course be contacted directly on their mobile phones.  As the office will not be manned, we will be redirecting calls to our staff working at home.

To speak to a member of our staff please use their extension number.  If you do not know their extension number, you will find this on their email footer and also by clicking here.

We are having to work differently whilst the government restrictions are in place. This may affect response times and we would appreciate your patience in this regard.  However, should you encounter any issues, cannot contact your adviser or the person you need to, or you require a more immediate response, please email our urgent contact email address: urgent.wim@westerby.co.uk.  If you cannot email then please call our urgent contact number: 07784 986 511.  We would request that calls to this number are limited to urgent requirements only please, thank you.  Please note that we can only take calls during our normal office hours, which are 9:00 to 17:15.

Out teams have adapted to significant changes in our working practices and we are confident that with their excellent mind-set, and our operational resilience we will continue to be able to provide the service that you require.

We will keep our website up to date with key information.

We wish you and those close to you well in these difficult times.

Regards

Victoria Briggs

Head of Operations & Compliance