Client feedback survey 2024
Thank you to everyone who completed our 2024 client feedback survey. We really appreciate those of you who took the time to share your thoughts about our services.
The results
Feedback highlights
You identified ‘peace of mind’ and ‘access to expertise’ as the biggest benefits of working with us
9 out of 10 of you would recommend our services to friends, family and colleagues
Over half of you have recommended our services to other people in the past
Listening, learning, improving
We also identified some areas for improvement. While 40% of you feel our service needs no changes, when asked what you would do if you ran Flying Colours for a day, you said:
“Your portal is difficult 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.
Next, we’ll create a portal that provides real-time investment updates, secure document sharing, and private communication with your adviser. These changes will be rolled out through 2025.
“Your annual reports are long and can be difficult to understand.”
What we’re doing about it:
We’ve introduced a new process that lets you choose the type of annual report you prefer.
If you want a detailed breakdown of our recommendations, it’s available. If you’d rather have a simple overview, that works too!
“It’s not clear when annual reviews will take place.”
What we’re doing about it:
The timing of your annual review depends on when your initial recommendations are completed and your availability for the meeting.
Going forward, after each annual review, you’ll receive a summary of the agreed action points and the date of your next review. Your adviser will contact you in advance to arrange a convenient time.
“Some of your educational content is not easy to understand.”
What we’re doing about it:
We’ve updated the monthly market commentary and are exploring new ways to make our content more user-friendly and engaging.
“It isn’t always easy to refer your services to friends, family and colleagues.”
What we’re doing about it:
We’ve revamped our referral programme, including adviser training. Soon, we’ll share an information sheet you can pass on to anyone who might benefit from our services.
In the meantime, if you refer someone who becomes a client, your adviser can offer you a gift worth up to £250*.
*Terms and conditions apply
“Why can’t you lower your fees?”
What we’re doing about it:
Rising costs affect all businesses, including financial advice firms. To maintain high-quality services, we cover essential expenses like salaries, training, IT, and office operations. However, as a regulated firm, we also have unavoidable costs, including:
- Financial Conduct Authority (FCA) fees
- Professional Indemnity cover – protects the firm against claims Financial Services
- Compensation Scheme fees – funds industrywide client protection
While reducing fees and continuing to operate isn’t possible, our priority is delivering value.
In fact, 93% of survey respondents agree we provide this through competence, coaching, convenience, continuity, and support.
To enhance our services, we’ve added three Client Service Managers to our Admin team, improving how we assist you.
“Why aren’t you more well known?”
What we’re doing about it:
As it happens, we’ve already got this one in-hand! Watch our TV advert, which is being shown on ITV3 and ITV4 from mid-February 2025!