Client feedback survey
Thank you to everyone who completed our 2025 client feedback survey. We really appreciate those of you who took the time to share your thoughts about our services. The following results are based on 334 client responses received between 31st October to 1st December 2025.
The results
Feedback highlights
You identified ‘peace of mind’ and providing a ‘safe pair of hands’ as the biggest benefits of working with us.
On a scale of 1-10 (where 1 is not at all likely and 10 is highly likely), 79% of you scored 9 or 10 for how likely you are to refer us to friends, family and colleagues.
Over 60% of you have recommended our services to other people in the past
Listening, learning, improving
We also identified some areas for improvement. While nearly half (48%) of you feel our service needs no changes, when asked what you would do if you were in charge of Flying Colours Advice for a day, you said:
“I'd lower the fees!”
What we’re doing about it:
Like all businesses, financial advice firms face rising costs. To maintain the high-quality service you expect, we need to cover essential expenses such as salaries, training, IT and office operations.
As a regulated firm, we also have unavoidable regulatory costs, including:
• Financial Conduct Authority (FCA) fees
• Professional Indemnity insurance – a mandatory requirement to protect the firm against claims
• Financial Services Compensation Scheme fees – which funds industry-wide client protection
While we can’t reduce our fees and continue to operate at the same standard, our priority is delivering value for money. In fact, 89% of you measure our value based on: knowing a competent person is handling your financial affairs, the convenience of having those financial affairs dealt with, achieving peace of mind, coaching and education, and continuity of advice for your family.
That said, we do continuously look for ways to reduce costs and pass those savings on to you. In 2026 we’ll be rolling out our new platform which will reduce platform charges for all our clients. Your financial adviser will discuss this with you at your next annual review meeting.
“I’d offer more frequent reviews.”
What we’re doing about it:
We understand that regular contact is important to you, and we want to ensure every client receives the highest quality service possible. Our commitment is to deliver one thorough, comprehensive review each year for every client, which allows us to give each meeting the time and attention it deserves.
We’re excited to be introducing new processes in 2026 which will enhance the quality of these annual reviews even further and ensure that the information you need for a thorough review of your finances will be with you at the review meeting, instead of being issued afterwards.
Of course, you don’t need to wait for your annual review if you have questions or concerns. Your adviser is always at the end of the phone throughout the year, so please don’t hesitate to get in touch whenever you need to.
We also provide a monthly newsletter packed with useful information and tips to help you stay informed between reviews.
“I’d make the reports easier to understand.”
What we’re doing about it:
The changes to the annual review process detailed above include a significant change to the way we present information in your Annual Review Pack.
We’ve listened to feedback from clients (and advisers) to redesign how we deliver your financial information, making it much easier for you to see how your investments have performed and, importantly, whether you’re on track with your financial goals.
“I’d make the portal easier to use.”
What we’re doing about it:
The client portals currently available are managed by external providers, which means we have limited control over their functionality. While we recommend the best options, they don’t always meet everyone’s needs.
To improve this, we’ve built our own back-office system, giving us the flexibility to develop a client portal tailored to you—rather than relying on standard solutions.
We are currently rolling out the new client portal, alongside our new platform, that provides real-time investment updates, secure document sharing and secure encrypted communication with your adviser.
“I’d make it easier to refer your services to other people."
What we’re doing about it:
We’ve created a printed information sheet [add link] for clients to share with friends, family and colleagues, which explains what we do and who we do it for. Our advisers now have dedicated QR codes on their business cards which link to their live calendars. This allows your friends and family to book a free consultation at a time to suit them. Finally, if you refer someone to us who then becomes a client, we’ll reward you with a personalised gift, worth up to £250.**
**Terms and conditions apply.