Beyond Borders: Unifying Expertise to Create the Ultimate Client Experience

Hoxton Wealth isn’t just expanding—it’s evolving.

With a presence across multiple jurisdictions, the firm has embraced collaboration, shared learning, and continuous improvement to create a financial planning business that operates as one unified entity, no matter where in the world its advisers and clients are based.

At the heart of this evolution are Jonathon Jay CFP? , Director of UK Advice, and Jacob Hall , Global Head of Advisory (based in Dubai). These two leaders are working closely to ensure that best practices, strategies, and structures are replicated across Hoxton Wealth globally. Their focus? Building a business that delivers consistent service, growth opportunities, and innovation—wherever Hoxton operates.

And in 2025, that commitment is stronger than ever, with a major focus on client experience.

One Vision, One Business, One Standard of Excellence

When Jonathon and Jacob started working together, it became clear that alignment was key to maintaining quality as Hoxton Wealth grew across different regions.

“We made a decision early on that we wouldn’t let different locations become isolated,” said Jonathon Jay, Director of UK Advice. “Instead, we work together to make sure that what works well in one place can be shared and implemented everywhere Hoxton operates.”

Jacob Hall, Global Head of Advisory, based in Dubai, added, “It’s about taking the best ideas, refining them, and applying them across the company. That way, every adviser, client, and team member benefits from the collective expertise we’re developing—whether they’re in the UK, the Middle East, Europe, the US, or anywhere else in the world.”

This unified approach ensures that no matter where an adviser is based or where a client’s financial needs lie, they receive the same gold standard of service—something Hoxton is doubling down on in 2025.

Client Experience: The Gold Standard in Financial Planning

In 2025, Hoxton is making client experience the core focus of its global growth strategy, ensuring that every interaction—from onboarding to ongoing advice—meets the highest possible standards.

One of the key initiatives driving this is the Net Promoter Score (NPS), a globally recognised metric used by the world’s top service companies to measure customer satisfaction and loyalty.

“NPS is a simple yet powerful tool,” said Jonathon Jay, Director of UK Advice. “It helps us understand how our clients truly feel about our service—not just in theory, but in real numbers.”

NPS is calculated by asking clients one key question:

"On a scale of 0-10, how likely are you to recommend Hoxton Wealth to a friend or colleague?"

Clients who score 9 or 10 are considered promoters—loyal advocates who drive referrals and long-term relationships. Those who score 7-8 are passives, while those scoring 6 or below are detractors who may not be fully satisfied.

By tracking this score and acting on client feedback, Hoxton is committed to constantly improving its service, deepening client relationships, and setting a new benchmark for excellence in financial planning—no matter where in the world its clients are based.

“We don’t just want to grow,” said Jacob Hall, Global Head of Advisory. “We want to be known as the best financial planning firm when it comes to service and client experience—on a global scale.”

Scaling Growth Through Shared Learning

Rather than reinventing the wheel in different locations, Hoxton focuses on replicating what works across all its global offices.

One example? Business development and client service strategies.

“Success leaves clues,” said Jacob Hall, Global Head of Advisory. “When we see an approach driving results—whether in client relationships, team structures, or business development—we document it, refine it, and apply it across the company, ensuring that every Hoxton adviser in the world benefits from it.”

This mindset has led to: ? A unified financial planning approach – Standardising client service and advice processes across multiple countries. ? A consistent training and mentorship model – Ensuring advisers, paraplanners, and support teams follow best practices, regardless of location. ? Shared technology and tools – Making financial planning more efficient for advisers and transparent for clients worldwide.

By working closely together, Jonathon and Jacob have helped Hoxton scale efficiently across its global operations while maintaining its core values of collaboration, ambition, and innovation.

Technology & Structure: Building for the Future

One of Hoxton’s biggest strengths is its ability to evolve with the profession—and technology plays a crucial role in that.

The Hoxton App, for example, has been developed to ensure that clients always have full visibility over their financial planning, no matter where they are in the world.

“Clients today expect speed, transparency, and accessibility,” said Jacob Hall, Global Head of Advisory. “Our app provides that—whether it’s tracking progress, booking reviews, or making service requests. It’s a game-changer for client experience.”

At the same time, Hoxton has been building strong adviser support structures to help financial planners focus on what they do best: serving clients and growing their businesses globally.

Jonathon Jay, Director of UK Advice, emphasised, “By ensuring advisers have the right paraplanning, customer service, and administrative support, we’re giving them more time to engage with clients and build relationships—whether those clients are in the UK, the Middle East, the US, or beyond.”

A Culture of Collaboration

What truly sets Hoxton apart is its culture. Unlike many financial firms that operate in silos, Hoxton’s leadership prioritises openness, shared learning, and collective growth across all its global locations.

“We’re always looking for ways to connect, improve, and support each other,” said Jonathon Jay, Director of UK Advice. “That’s why we have such a strong internal network—it’s not about competition, it’s about lifting everyone up.”

Jacob Hall, Global Head of Advisory, agreed, adding, “If you’re an adviser at Hoxton, you’re not alone. You’re part of a business that’s invested in your success, whether that’s through training, mentorship, or giving you access to the best resources—wherever in the world you choose to base your career.”

This people-first approach has helped Hoxton build a business where advisers want to stay and grow long-term—no matter which global market they operate in.

Key Takeaways

For Financial Planners:

? A Connected, Unified Business – No silos, just shared success. ? A Focus on Growth – Whether through business development or structured acquisitions. ? World-Class Support – Advisers get the resources they need to thrive. ? Cutting-Edge Technology – Making financial planning more efficient and transparent. ? A Gold Standard of Service – With client experience at the centre of everything.

For Clients:

?? A Seamless Planning Experience – No matter where you are, Hoxton delivers top-tier service. ?? Consistency & Quality – Best practices replicated across all locations. ?? Technology That Works for You – The Hoxton App ensures transparency and accessibility. ?? A Business That Listens – NPS-driven improvements mean your voice shapes the service you receive.

Hoxton isn’t just another financial planning firm—it’s building the future of the profession. If you want to be part of that future, reach out to Jonathon Jay or Jacob Hall today.

Want to hear more? Watch the full conversation on Hoxton Life, available on?YouTube, Spotify, and Apple Podcasts.