Property and Personal Finance | 21 June 2024

Case Study: How our 24/7 service ensured a client had same day solutions ahead of a major life event 

Listening first, then acting quickly and responding within 24 hours was crucial for a new client approaching a critical business juncture.


The situation

A client was planning the sale of their business which would bring a significant multi-million pound windfall to them and their spouse. They understandably had a great many questions to ask about how a private banking service could support them and their family following the sale. They wanted to understand their options so they could make informed decisions about what to do with the money once it arrived, and how best to plan for the future with a bank that could serve their best interests as a trusted partner. 



Their time horizons were short. There were many variables in the sale process and they needed answers and assurance quickly. The sale could have happened within weeks so they wanted to be as prepared and confident as possible.

Our solution


Once they reached out to us, we made sure to contact them the same day. They were free that evening so over a phone call with two of our experts we talked through their questions, their concerns and what they wanted to do with their new wealth.

Our number one priority was to understand what was important to them and their family and how we could support them – now and in the future. We gave them this assurance and explained some potential options, such as our investment service, to potentially grow their money over time – while making clear they would be under no obligation to invest with us.

Following this conversation, the following morning we got back to them with tailored suggestions – detailing our Family Office service and how we could help with preparing their children for the windfall, planning their estate and exploring potential philanthropy journeys. This speed and timeliness helped ensure they were confident and prepared to move through the business sale, and plan with us for the future.

Our Coutts 24 service is available to all clients, round the clock 365 days a year. All calls with Coutts are recorded for training and monitoring purposes.

The value of investments can fall as well as rise and you may not get back the full amount you invest. Eligibility criteria, fees and charges apply. This case study should not be taken as advice.


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