A Year in Review - What Clients Have Told Us
Over the past year, we’ve worked with clients across a wide range of circumstances, from straightforward purchases to more complex, director-led and self-employed cases.
Rather than talking about what we do, we believe it’s more meaningful to share how clients have experienced working with us. The feedback below is based on anonymised responses from clients who worked with us over the last 12 months.
Client advocacy and confidence
Over the last year, client feedback resulted in a Net Promoter Score (NPS) of 100, with 100% of respondents classified as Ambassadors.
(Net Promoter Score is a measure of how likely clients are to recommend a service to others.)
There were no neutral or negative responses, which tells us clients didn’t just feel satisfied, they felt confident recommending us to others.
Clear, accessible advice
Every respondent agreed that their adviser was easy to contact and deal with, and that services, fees and charges were explained clearly and upfront.
Clients consistently reported feeling comfortable asking questions and confident they understood both the advice provided and the reasoning behind it.
Mortgage advice tailored to real circumstances
Clients reported 100% satisfaction that:
The mortgage recommendation was appropriate to their needs
The term of the mortgage was tailored to their personal circumstances
The potential impact of future rate changes was clearly explained
They understood how the mortgage worked and why it was recommended
This level of understanding is particularly important for clients with more complex income or planning needs.
Protection advice that clients understand
For those who took protection advice, feedback showed 100% understanding of:
Why a particular provider was recommended
The level and term of cover
What isn’t covered by the policy
How the recommendation matched their circumstances
Clients also confirmed they felt informed and supported throughout the process.
Transparency and documentation
Clients confirmed receiving the appropriate documentation, including:
Our Services and Fees documentation
Mortgage and Protection Letters of Recommendation
Importantly, clients reported feeling clear on what was recommended and why.
Looking ahead
For us, this feedback reinforces that taking time and explaining things properly still matters.
We don’t see feedback as a box-ticking exercise. It’s a way of checking that the experience we aim to provide: clear, considered and client-focused, is actually being felt on the other side of the conversation.
As we move into the year ahead, our focus remains the same:
Taking time to understand each client’s situation
Explaining options clearly
Avoiding pressure or unnecessary complexity
We’re grateful to everyone who took the time to share their feedback.