When Susan’s husband Gary suffered a major stroke in 2018, her world changed overnight. Already managing much of the family’s day-to-day finances, she suddenly found herself solely responsible for navigating pensions, sick pay, insurance policies and long-term financial planning — all while supporting Gary through a lengthy hospital recovery. It was during this period that Susan began searching for a financial adviser she could truly trust.
Finding the right support
Susan approached her search with care. She researched qualifications, read testimonials and looked for someone local — a firm where she could walk through the door and speak to a real person if needed. After searching online, she found Flying Colours Advice.
Her first phone call into our office set the tone for everything that followed. Our client relationship team listened carefully to what Susan needed and, rather than pushing any particular service, suggested that they speak to an adviser who would be the best fit for her situation. That adviser was Liviu Ratoi.
He was very welcoming without being pushy — he didn’t give me the impression that he was vying for my business. He asked me to explain what I was looking for, said he was sure they could help, and introduced me to Liv.
A personalised and sensitive approach
Liv visited Susan and Gary at home — something that has remained a consistent pattern of their working relationship. From the very first meeting, Susan was struck by how Liv adapted his approach to their specific circumstances. She had explained in advance that while it was vital Gary felt included in every conversation, his stroke had left him with limited cognitive capacity and he could become overwhelmed by too much information at once. Liv handled this with sensitivity and skill, ensuring Gary felt respected and involved without ever making him feel embarrassed or excluded.
Susan came prepared with written questions and Liv took the time to answer each one thoroughly, returning to points as many times as needed and explaining things in different ways until she felt confident. He never pushed his own opinions or recommendations; instead, he guided Susan according to her clearly established preference for lower-risk options, always presenting choices and letting her and Gary make informed decisions on their investments.
Liv’s always been very happy to go over something again and again, as many times as I need, and explain it in different ways. He’s never pushed anything on us.
Navigating financial complexity
Over the years that followed, Susan and Liv worked through a significant range of financial challenges together. As Gary’s health meant he would never return to work, Susan needed to understand how their income would change and plan accordingly. Liv helped her review pension arrangements, assess what to do with accumulated pension funds as Gary moved towards formal retirement, and think carefully about where to place money to preserve it for the future.
Susan also took voluntary early retirement herself around the same time, which brought its own financial decisions — including how to manage her own pension lump sum. Throughout all of this, Liv helped her to make sense of the options available, always in line with her risk preferences and her overriding priority: to maintain a comfortable but modest lifestyle in retirement while preserving something for her children and grandchildren.
When Gary passed away, Liv was on hand to help Susan manage the financial steps that followed, including guiding her through the process of reorganising inherited funds and advising on the most sensible approach to reinvestment given her circumstances and risk profile. He also knew when a question fell outside his expertise, and in those instances pointed Susan clearly in the right direction.
I always felt that when I wasn’t sure about something I could go to him. He never made me feel as though I was pestering him or that it was too much trouble.
More than a financial adviser
What Susan values most about her relationship with Liv — and with Flying Colours Advice as a firm — goes beyond technical expertise. In the midst of one of the most turbulent periods of her life, which included the loss of both parents, Gary’s long illness, and eventually his death, she found in Liv a calm and trustworthy presence.
Her daughter Charlotte has since worked with Liv too, receiving advice on managing an inheritance, and Susan has spoken to others about her positive experience. She describes Flying Colours Advice as a firm that nurtures its clients without pressuring them, communicates clearly and consistently, and matches people with the right adviser for their individual needs.
He felt more like a friend coming in than an adviser in the end. I felt he was like a little safe harbour — somewhere I could go when I wasn’t sure about something.
Looking ahead with confidence
Susan’s retirement has not followed the path she and Gary had once imagined — but she faces it with clarity and confidence. Her finances are organised in a way that reflects her values: security over speculation, and enough to live well while leaving something meaningful behind. She knows what she has, she knows where it is, and she knows she can pick up the phone if she has a question.
For someone who describes herself as a natural worrier when it comes to financial security, that peace of mind has been invaluable.
I feel that you nurture people. From my point of view, I felt as though I was well looked after and taken care of — and I wasn’t exploited in any way. So, that, for me, was important.
Please note: This case study is based on the experience of one client. Individual circumstances vary and past outcomes are not indicative of future results.
If you are in a similar situation to Susan and would like to understand how professional financial planning can help you achieve your goals, feel free to book a free, no obligation consultation with one of our expert financial advisers.
For support with bereavement, visit the National Bereavement Alliance website.