Welcome to our “Have you met?” series, where we catch up with members of our team through an informal Q&A.
In this edition, we spoke with Paul Thurston (Compliance and Research Manager), from our Norwich office, about an array of topics. These included what his role involves, how Lucas Fettes Financial Planning measures client satisfaction, how he spends time outside of work and what scares him.
Read the short Q&A session below to find out more about Paul.
Compliance and Research Manager, Paul Thurston, joined Lucas Fettes Financial Planning over 15 years ago. He has had several roles within the company since then but started his current role in 2022.
What does your role entail?
“My role is diverse and varied. I manage our compliance processes and procedures to make sure we are achieving good outcomes for our clients whilst meeting the required rules and regulations. I also manage the central research of the platforms, products, and investments we use. Luckily, I have two team members who provide me with wonderful support to do all of this.”
How do our policies and procedures ensure clients receive quality service?
“Providing quality service is essential for us as a business as it not only helps us to retain clients but often leads to those clients’ referring friends and family to us which helps our business flourish.
All our policies and procedures are regularly reviewed to look for continuous improvements to our services whilst meeting our regulatory requirements. Whilst some people may perceive there is an overabundance of rules and regulations in financial services, it is important to remember that they are there to protect the clients and help them achieve good outcomes. We always strive to provide the best service possible.”
How does Lucas Fettes Financial Planning measure client satisfaction?
“We do this through feedback we receive from clients either directly – via direct engagements or as part of our advisory boards – or through surveys that we send. Feedback from clients, whether positive or negative, is vital for our business and helps us understand what we are doing well and how we can improve.”
You are a Fellow of the CII, what does that mean?
“I believe it is still the highest designation available for those working in the financial services industry and means that I have done a lot of studying in the past!”
What is your favourite book, film and TV series?
“I love reading epic fantasy novels and my favourite of these is Blood Song by Anthony Ryan. Any book by Robin Hobb is also worth a read.
There are a number of highbrow films I could suggest to try and sound clever but truthfully my favourite is Rocky IV.”
What is your favourite sporting event you have witnessed?
“This has to be Norwich beating Middlesborough in the playoff final at Wembley in 2015. That season had looked to be going nowhere until Alex Neil took over.”
Tell us something interesting about yourself
“I am a Compliance Manager, so as you can imagine there is slim pickings for this one! I did once score a hattrick at Carrow Road and held my school 1500m record for a few years if either of those count?”
How do you spend your time outside of work?
“Mainly running around after, or being given the run-around by, my wonderful 5-year-old daughter. I also like reading novels, trying to write novels, long walks, and watching sport when I have free time.”
What scares you?
“Sharks and the thought of waking up in a coffin.”
If you could meet any person from history, who would it be and why?
“I love history and have a history degree. So many to choose from but I would probably select Edward I, II or III so that I could then go back and write a better and more historically accurate dissertation for my degree. My tutor at the time said the only good thing about it was the artwork on the cover – which a friend had supplied.”
If you were stranded in the mountains after a plane crash, what five items would you prioritise?
“Stove, sleeping bag, torch, warm socks, hang glider.”
If you could choose any superpower, what would it be?
“The ability to know the answer to any question asked.”