Client Feedback Survey - Finance Advice Centre

At Finance Advice Centre delivering good outcomes is high on our priorities. We consistently review our practices to establish whether any enhancements could be made to the way in which we deal with our customers. As part of this review we would welcome your feedback and would be grateful if you would please answer the following client feedback survey. We would also welcome any other feedback you wish to provide in the comments section at the end. Thank you for taking time to complete this questionnaire; your feedback will make a difference. If there are any further areas that we could assist you with then, please do not hesitate to contact me.

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Adviser Name *

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Your Experience

	Better than expected	As Expected	Below Expected	N/A
The explanation given to you about the service offered by the firm.	Better than expectedThe explanation given to you about the service offered by the firm. Better than expected	As ExpectedThe explanation given to you about the service offered by the firm. As Expected	Below ExpectedThe explanation given to you about the service offered by the firm. Below Expected	N/AThe explanation given to you about the service offered by the firm. N/A
The process the broker went through to gain an understanding of your needs and circumstances.	Better than expectedThe process the broker went through to gain an understanding of your needs and circumstances. Better than expected	As ExpectedThe process the broker went through to gain an understanding of your needs and circumstances. As Expected	Below ExpectedThe process the broker went through to gain an understanding of your needs and circumstances. Below Expected	N/AThe process the broker went through to gain an understanding of your needs and circumstances. N/A
The explanation the broker gave you about the product.	Better than expectedThe explanation the broker gave you about the product. Better than expected	As ExpectedThe explanation the broker gave you about the product. As Expected	Below ExpectedThe explanation the broker gave you about the product. Below Expected	N/AThe explanation the broker gave you about the product. N/A
The clarification and explanation of how the firm is to be paid.	Better than expectedThe clarification and explanation of how the firm is to be paid. Better than expected	As ExpectedThe clarification and explanation of how the firm is to be paid. As Expected	Below ExpectedThe clarification and explanation of how the firm is to be paid. Below Expected	N/AThe clarification and explanation of how the firm is to be paid. N/A
The ability of the broker to put you at ease and not make you feel you were under any undue pressure.	Better than expectedThe ability of the broker to put you at ease and not make you feel you were under any undue pressure. Better than expected	As ExpectedThe ability of the broker to put you at ease and not make you feel you were under any undue pressure. As Expected	Below ExpectedThe ability of the broker to put you at ease and not make you feel you were under any undue pressure. Below Expected	N/AThe ability of the broker to put you at ease and not make you feel you were under any undue pressure. N/A
The timely delivery of the service and the arrangement of the product.	Better than expectedThe timely delivery of the service and the arrangement of the product. Better than expected	As ExpectedThe timely delivery of the service and the arrangement of the product. As Expected	Below ExpectedThe timely delivery of the service and the arrangement of the product. Below Expected	N/AThe timely delivery of the service and the arrangement of the product. N/A

Communications

	Better than expected	As Expected	Below Expected	N/A
The timing and delivery of client meeting(s)?	Better than expectedThe timing and delivery of client meeting(s)? Better than expected	As ExpectedThe timing and delivery of client meeting(s)? As Expected	Below ExpectedThe timing and delivery of client meeting(s)? Below Expected	N/AThe timing and delivery of client meeting(s)? N/A
The clarity of any letters and any other documentation provided to you.	Better than expectedThe clarity of any letters and any other documentation provided to you. Better than expected	As ExpectedThe clarity of any letters and any other documentation provided to you. As Expected	Below ExpectedThe clarity of any letters and any other documentation provided to you. Below Expected	N/AThe clarity of any letters and any other documentation provided to you. N/A
The way you were treated by the firm when raising any queries.	Better than expectedThe way you were treated by the firm when raising any queries. Better than expected	As ExpectedThe way you were treated by the firm when raising any queries. As Expected	Below ExpectedThe way you were treated by the firm when raising any queries. Below Expected	N/AThe way you were treated by the firm when raising any queries. N/A
The overall standard of communications received from the firm.	Better than expectedThe overall standard of communications received from the firm. Better than expected	As ExpectedThe overall standard of communications received from the firm. As Expected	Below ExpectedThe overall standard of communications received from the firm. Below Expected	N/AThe overall standard of communications received from the firm. N/A

Did you receive the outcome from our service that you expected?

If no, please provide details in the comments box at the end.

Did the broker provide you with the necessary support to engage with the service?

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