First of all, a huge thank you to everyone who took the time to complete my most recent client survey. I’m incredibly grateful—not only for your responses, but for the confidence and trust you continue to place in me.
Whether you’re a long-standing client, a new one, or someone considering working with me, this article shares what clients said they value most, what concerns are top of mind, and how I use that feedback to shape the services I provide.
💬 Why I Do This
Every couple of years, I invite clients to share their thoughts on our work together. The reason for this is twofold: a personal desire for ongoing improvement, and as part of my ongoing commitment to the FCA’s Consumer Duty, ensuring that I continue to offer services that are relevant, valuable, and aligned with your goals.
🔍 What Clients Value Most
One of the most pleasing aspects of this year’s feedback was the consistency in what clients said they appreciated about our relationship.
- 🧭 Peace of mind – Many of you described how reassuring it is to know there’s a long-term plan in place, and someone keeping an eye on things—even when the world feels unpredictable.
- 🤝 Trust and Integrity – Several people used the phrase “safe pair of hands,” which I take as a huge compliment. Building trust is the foundation of what I do.
- 💬 A Sounding Board for Life Decisions – Clients appreciate having someone impartial to talk things through with—someone who understands both the numbers and the personal context.
- 📞 Responsiveness and Approachability – Quick replies, easy access, and proactive contact were also highlighted as valuable—especially when making time-sensitive decisions.
“In a time of great personal trauma, you gave me peace of mind and helped me take control again. That’s priceless.”
“Apart from total professionalism Andrew also showed empathy: He took time to explain to explain every query no matter how trivial”
📊 What the Numbers Show
🔹 Overall Satisfaction
Clients were asked to rate their satisfaction with key aspects of service, including speed of response, understanding of needs, communication, and review meetings.
✅ The vast majority of responses fell into the “Very satisfied” category—something I don’t take for granted.
🔹 What Matters Most in Review Meetings
During our annual review and planning meeting my clients tell me they most value:
- Reviewing long-term plans
- Measuring progress toward life goals
- Discussing personal or financial changes
“(We have) a sense that we are in the safe and competent hands of an experienced and ethical professional who has the financial interests of our family at heart”
Short-term financial needs and investment performance are still important, but they’re not the main focus. That aligns perfectly with the work I aim to do: helping you live the life you want, not just managing a portfolio.
💭 Your Biggest Financial Concerns
Understanding what’s top of mind for clients helps me ensure that advice is grounded in what really matters to you.
Pre-Retirees
For those who haven’t yet retired, the top concerns are:
- Having enough money to maintain your lifestyle in retirement
- Being able to retire when you want
- Getting sufficient investment returns
Retirees
For retired clients, the biggest concerns are:
- The cost of care later in life
- Ensuring their lifestyle remains sustainable
- Passing on wealth to loved ones—without compromising their own needs
Reaffirming What Works
“(I have) Peace of mind knowing that my finances are in safe, sensible hands and I will be kept informed”
This year’s feedback reassures me that my core comitments: trust, long-term planning, clear communication, remain firmly in place. But it also reminds me to keep listening and not to take anything for granted.
I’m incredibly grateful to each of you who contributed. Your openness and honesty allow me to better serve you and stay aligned with your evolving needs. As I promised, in return for the responses I have made a donation to my two chosen charities.
If you’re considering working with me, I hope this gives you an honest picture of what it’s like to be supported by someone who is commited to his clients and their lifetime priorities. If you would like to have an initial conversation to see how I can help you, get in touch here.
