“Putting clients first” is one of those phrases you hear often in financial advice.
It sounds simple – and in principle, it is.
But putting clients first extends far beyond the conversations we have in meetings or the recommendations we make. Many of the decisions that matter most happen behind the scenes – from how our practice is owned and licensed to how we approach investments, structure our team and maintain high professional standards.
At Stephan Independent Advisory, we have deliberately built our practice around the families we advise. Here’s what that looks like.
We’re truly independent
We are one of a relatively modest number of financial advice firms in Australia that can call themselves truly independent.
We operate under our own Australian Financial Services Licence and do not receive commissions, product incentives or payments from financial institutions.
This was a conscious decision. We believe advice should be free from institutional influence, and that every recommendation should be guided by one question: what is genuinely in this family’s best interests?
Holding our own licence also means accepting greater responsibility for the governance, compliance and professional standards of our practice. That responsibility matters to us. It allows us to create the kind of practice we believe our clients deserve and remain accountable for the advice we provide.
We’ve strengthened the way we make investment decisions
This year, we further strengthened our investment governance through the establishment of an Investment Committee, supported by independent research from Context Capital.
The committee adds another layer of rigour, discipline and oversight to our investment decision-making. It gives us a formal structure through which to assess research, challenge assumptions, consider risks and carefully evaluate the investment recommendations we make.
Context Capital provides independent research and an additional breadth of investment expertise, while Stephan Independent Advisory retains full authority and responsibility for every client decision.
Markets will always produce noise, uncertainty and strongly held opinions. A disciplined governance process helps us look beyond those distractions and make considered decisions based on evidence, long-term objectives and the circumstances of the families we advise.
Everyone in our team contributes to the client experience
Our practice has been structured to combine strategic thinking, technical expertise and highly responsive client service.
I lead the strategic direction of the business, our client relationships and education, while James oversees the technical advice, investment strategy and governance underpinning every recommendation.
We are supported by our team, led by Client Services Manager Sandra Phillips. Sandra oversees implementation, service and operational coordination, while Advice Support specialist Rose Cuyos helps ensure advice preparation, documentation and quality control are delivered accurately and efficiently.
As a small team, we deliberately avoid rigid departmental structures. We work collaboratively, share information and take collective responsibility for the experience our clients receive.
This matters because good advice is about far more than developing a strategy. It is also about implementing it properly, communicating clearly, responding when circumstances change and making sure important details don’t fall through the gaps.
We protect time to make the practice better
Client work will always be our priority, but we also recognise that maintaining a high-quality advice practice requires dedicated time for oversight, reflection and improvement.
That is why we introduced Partner Protected Wednesdays.
This creates regular, uninterrupted time for James and me to step back from the immediate demands of the week and focus on the practice itself. We use that time to review strategy, strengthen our systems and governance, continue our professional education and consider where we can improve.
It can be difficult to create space for this work in a busy advice practice, but we believe it is essential. Good intentions are not enough on their own. Putting clients first requires the systems, discipline and time to make sure the entire practice continues to support that goal.
Our professional standards begin with our values
Our approach to professional and ethical standards was shaped long before Stephan Independent Advisory existed.
Our father often reminded us:
“Don’t forget the essence of being human is looking after others.”
That principle continues to guide the way James and I lead the practice today.
The values reflected in the FAAA Professional Code – integrity, professionalism, fairness and acting in a client’s best interests – are the foundation upon which we have built the business.
Having grown up in a family business and later taken responsibility for it ourselves after our father passed away, we understand the weight that can accompany decisions about wealth, ownership, succession and the future.
It has given us a strong sense of stewardship – both towards our own business and towards the families who trust us with theirs.
That sense of responsibility influences how we communicate, manage potential conflicts of interest, make investment decisions and support families through significant transitions.
We listen to whether it’s working
Ultimately, it is our clients who determine whether the practice we have built is delivering what they need.
In our 2025 Global Client Study, clients gave us a Net Promoter Score of 83. They rated our communication clarity 9.5 out of 10 and our responsiveness 9.8 out of 10. Importantly, 77.4% said it was essential that their advice aligned with their family values.
We were proud of those results, but we do not view them as a reason to stand still. Client feedback gives us another way to identify what is working, understand what matters most and continue improving.
Putting clients first is not one policy, process or promise – it’s the result of many deliberate decisions made over time.
Much of that work happens behind the scenes – but together, it helps us provide independent, considered and coordinated advice to the families who place their trust in us.
If you’d like to learn more about our approach and whether Stephan Independent Advisory could be the right fit for your family, we invite you to book a 15-minute clarity call.
