Our annual client survey
We regularly survey our clients to request their opinion on how we are doing. This takes a number of forms:
- Verbal surveys after initial work
- Testimonials and reviews
- This anonymous survey
This survey was conducted with all current clients online and anonymously in September 2025. Clients were asked to answer 10 multiple-choice questions, and were also given the option to provide voluntary written feedback to 4 further questions. We received responses from around 45% of client families.
We take this feedback very seriously, as it allows us to understand if we provide a service that clients value and understand. We have used this feedback to make many improvements to client services and communications.
What do we do best?
Clients had the option to provide written feedback:
“Excellent communication”
“Explanations when required”
“Respond to queries promptly”
“Very supportive. I feel confident in the quality of advice given”
“Very clear and respond clearly”
“You answer all of my questions clearly”
“You tailor everything to our financial needs and give us a truly personal service”
“You give help and advice when required, no matter how small”
“We get a personal service”
“Very approachable, knowledgeable and friendly. You are always responsive to any questions”
How are we different?
“You so clearly value your clients with a reassuring flow of communication backed up by very robust and well-considered advice”
“I don’t feel that my questions are irrelevant”
“You tailor advice to our needs – not all firms do that”
“You are a small, dedicated team, which is the right size to give us personal attention”
“You give sound advice delivered in a personal way”
“You give easy access to direct advice”
“You are more transparent than other firms”
“You are professional but also very supportive on a personal level”
“You give the personal touch”
“You communicate and inform – we get a personal service”
Why did you choose us?
“I didn’t want a corporate adviser – what do you do when that person leaves to join another firm later on?”
“You were recommended by my solicitor who also uses your services”
“You were recommended to us”
“I chose you because of the customer service”
“I interviewed 3 other firms before choosing you – I did not feel that the others were as open in the initial discussion. I had a better feeling about your organisation than the others”
“You were able to clarify issues for me that I don’t understand”
“We received a recommendation to use you”
“We met networking years ago – one of the best decisions I made”