Customer Service Questionnaire As a valued client, your experience of our service is important. We endeavour to treat all our customers fairly and we need to understand and respond to your feedback. Please take time to let us know your thoughts. Your name 1) I was given details clearly explaining your services and their cost early in our discussion via the Initial Disclosure document.(required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 2) If a fee was payable for your services I was made aware of the choices I had to pay for this.(required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 3) The Adviser obtained sufficient information regarding my personal and financial circumstances prior to providing me with details of any mortgage products.(required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 4) The recommendations made to me were presented in a clear manner and I was advised of the costs or penalties as well as the advantages of the mortgage.(required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 5) The adviser discussed affordability with me and I understood the costs involved and how much I could afford to borrow.(required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 6) I understand how the features of the mortgage I have purchased meet my goals and objective.(required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 7) If I have chosen an interest only mortgage, the adviser helped me to understand the risk and agree a realistic plan to re-pay the loan (required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 8) If I have remortgaged from another lender the adviser helped me to make an informed decision about whether the benefits of the switch out weighed the costs.(required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 9) My adviser appeared knowledgeable and was helpful at all times.(required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 10) I have received a letter providing me with a clear explanation of the advice I received.(required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 11) My adviser made me feel at ease and unpressured in making my decision.(required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 12) Any questions I had were answered clearly, ensuring I understood at all times. (required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 13) If applicable, I was happy with the advice I received in arranging protection (e.g life cover etc) for my mortgage. (required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 14) The service was provided in a timely manner. (required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 15) The staff were polite, courteous and professional. (required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 16) The adviser asked during our initial meeting whether I had any specific needs that the firm would need to take into consideration when delivering their services, I was advised that additional support was available if needed.(required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 17) I would be willing to recommend your services to family, friends & colleagues.(required) Strongly AgreeSomewhat AgreeSomewhat DisagreeStrongly DisagreeNot Applicable 18) Do you have any other comments or suggestions? If so please provide the details(optional) :