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Client survey results

Our clients tell us what they think - and we’re happy to listen

Whether you are a client or not - you may be interested to know what our clients think of us.

We recently carried out an independent survey of our clients to help us determine the level of satisfaction with our services and overall the results showed that our clients have a very high regard for Brewin Dolphin in general and for the relationship with their Investment Manager in particular.

In terms of overall client satisfaction, the survey found that:

• 83% of clients were satisfied with Brewin Dolphin overall, with a third giving us a 10/10 mark for satisfaction.
• Strong relationships between the client and Investment Manager and good communication were found to be the key drivers of high client ratings.
• Some clients felt that a more complete review of their personal finances might also be beneficial.
• ‘Value for money’ featured highly in the survey as a key requirement.
• We put in a strong showing across all Treating Customers Fairly (TCF) measures.

The relationships between Investment Managers and clients were generally found to be very strong. Nearly all clients said they trusted the manager looking after their portfolio - a much higher level than in the market overall - and 87% said they were satisfied with their Investment Manager, with 43% being very satisfied.

Overall, discretionary clients showed improved levels of satisfaction, which is encouraging for the future of active management within the industry. It also suggests that clients are becoming more proactive and discerning regarding their financial affairs - something that is most apparent with the next generation of investors.

Alex Barrell, head of our Cheltenham office, has been closely involved with the development of the client survey. He said: “These results - and any subsequent surveys - will be integral in formulating the building blocks of our evolving business model. It is imperative to remember that a healthy and growing wealth management business should be driven primarily by the needs of its clients.'

'If we learn nothing else from the survey, it is that we must communicate with our clients ever more frequently and with relevant and personalised information - this is the only way we will have a chance of meeting their expectations to the full.'

We would like to thank all those clients who took part in the survey and should you wish to feed any comments back to us - please email us at info@brewin.co.uk.