Treating Customers Fairly

Client Name:*
Adviser Name: *
Products:	Mortgage & General Insurance Mortgage Only Investments / Pensions Other (Please Specify)
Were you generally satisfied with the depth of knowledge shown by your IFA/Mortgage Adviser? (5 – extremely satisfied, 1 – Extremely dissatisfied) Where you generally satisfied with the level of service you received? (5 – extremely satisfied, 1 – Extremely dissatisfied) From the following list, please tick the items you remember that your IFA/Mortgage Adviser discussed with you:- For Mortgage/General Insurance Customers: Your mortgage objectives and your affordability Types of mortgage products Repayment methods Product selected, its features and reasons for recommendation Related insurance and reasons for recommendation Fees and commissions Relevant risk warnings and disclosures Other (Please specify) For Investment Customers: Your current situation, financial objective and affordability Your attitude to risk Product selected, its features and reasons for recommendation Tax implications Fees and commissions Relevant risk warnings and disclosures Other (Please specify) What overall impression were you left with after your meeting with your IFA/Mortgage Adviser was concluded? I/We felt relieved and reassured I/We thought it was too good to be true I/We felt disappointed I/We felt pressurised I/We felt indifferent about the IFA/Mortgage Adviser In relation to your investment/mortgage requirements, can you remember which service your IFA/Mortgage Adviser was offering? A non-advised mortgage/investment service An advised mortgage/investment service I cannot remember In relation to your home related insurance needs, can you remember which service your Mortgage Adviser was offering? I cannot remember An advised insurance service A non advised insurance service N/A Before taking up your new mortgage product, to what extent do you feel you were encouraged to think sufficiently and carefully about your Mortgage Adviser’s recommendation? A lot To a certain extent Not at all N/A Before taking up your new investment product, to what extent do you feel you were encouraged to think sufficiently and carefully about you IFA’s recommendation? A lot To a certain extent Not at all Not applicable in my case Did you ever feel pressurised by your IFA/Mortgage Adviser to proceed when otherwise you might have hesitated or not gone ahead with the transaction? I/We didn’t feel pressurised I/We feel a bit pressurised I am/We are not sure Your IFA/Mortgage Adviser would have sent you a letter outlining their advice and the reasons for it (Suitability Report/Letter). Please confirm which of the following statements you are in agreement with: I felt that the document was too detailed I don't recall receiving the document described above The document provided was appropriately clear and detailed I felt that the document wasn't particularly clear or personalised Other, please specify Any other comments
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