Launching in Q2 2026, firms will be able to trigger shorter reviews for clients who have already left one review.

This optional feature provides a simplified questionnaire that reduces "survey fatigue" for ongoing service clients, while still asking all questions required to evidence Consumer Duty and maintain the quality and insight of the original full review. There has been 20 questions removed from the full review across the four service types.

The repeat review contains:

• Six questions for all clients irrespective of service type, with one free text box; a full client review includes twelve general questions, four of which are free text.

• Reduced question set per service type: eleven for financial clients, six for mortgage clients, six for protection clients and six for equity release clients.

• No demographic questions

• No unnecessary questions asked of "first time reviewers" such as "if a client intends to use the adviser's services in the future" or if they have been a client for longer than 6 months.

1. Quality of Advice (★ 1–5)

2. Quality of Service (★ 1–5)

3. Value for Money (★ 1–5)

In what circumstances would you recommend [adviser] to a family member, friend or colleague?*

• I would not recommend them

• I would consider recommending them to people with a specific need, or in a specific situation

• I would consider recommending them to anyone who expressed a need to speak to an adviser

• I would be a passionate advocate for them

How likely would you be to recommend [adviser] to others you know? (0 being not at all likely, 10 being very likely)

0-10

In which areas did you receive advice? (Tick all that apply)

How has {adviser name} helped you since your last review?

Free text answer

Has [adviser] asked you to recommend them to people you know?

• No

• Yes, Once

• Yes, more than once

How many times have you recommended the adviser in the last 12 months?*

0-10+

How often do you and [adviser] speak?

• Less than once per year

• Once per year

• Two to four times per year

• More than four times per year

Who normally initiates communication between you and [adviser]?

• Only me

• Normally me, sometimes the adviser

• Roughly 50/50 between me and the adviser

• Normally the adviser, sometimes me

• Only the adviser

Between scheduled meetings, in what circumstances would you contact [adviser]?

• Whenever I have a question

• Only for an urgent or important question

• I would always wait for the next scheduled meeting

How do you engage with the correspondence you receive from [adviser] and/ or their firm?

• I take time to read them in full

• I quickly look for the most important parts

• I barely read them all

• N/A - I don’t receive any correspondence

How clear is the correspondence you receive from [adviser] and/or [firm]?

• Not clear

• Quite clear

• Clear

• Couldn’t be clearer

• N/a I don’t receive any correspondence

How confident are you that you are on-track to achieve your goals?

• Not sure

• Not confident I’m on track 

• Aware that I’m not on track and adjusting goals/ plan with adviser

• Quite confident I’m on track

• Confident I’m on track

• Couldn’t be more confident I’m on track

How do you pay for your adviser's services?

• I pay a fixed fee (£)

• I pay a percentage (%) of my assets

• I pay a combination of a fixed fee (£) and percentage (%)

• I pay an hourly fee

• My adviser doesn't charge a fee

• Not sure

• Other

How confident are you that you understand the potential disadvantages of [adviser]’s recommendations?

• The potential disadvantages were not pointed out or explained to me

• I have some understanding but would have preferred more clarity before making my decision

• I have enough understanding to be confident in my decision

• I couldn’t be more confident I understand the potential disadvantages

What is your understanding of whether your investments could fall in value?

• I understand my investments could fall in value

• I wouldn't ever expect my investments to fall in value

• Not sure

Has the amount of investment significantly impacted any of the following? (select all that apply)

• My ability to cover important day to day expenses

• My confidence that I have enough money in easily-accessible savings to meet the costs of any emergencies

• None of these

Would you let your adviser / their firm know about personal challenges or life events (e.g. bereavement, health issues, relationship difficulties)?

• I would let them know, even if they didn’t ask

• I would let them know if they asked

• I wouldn’t let them know (potential risk)

How responsive was the adviser/ their team?

• Not responsive enough

• Quite responsive

• Very Responsive

• Couldn’t have been more responsive

Would you let [adviser]/ their firm know about personal challenges (e.g. bereavement, health issues, relationship difficulties)?

• I would let them know, even if they didn’t ask

• I would let them know if they asked

• I wouldn’t let them know

How confident are you that you’re on the most suitable mortgage for you?

• Not sure

• Not confident

• Quite confident

• Confident

• Couldn’t be more confident

How did [adviser] earn money from working with you?

• They would charge me a fee

• They would charge me a fee, and earn commission on the mortgage from the lender

• They would earn commission on the mortgage from the lender

• Not sure

What happens at the end of your full mortgage term? (e.g. after 25 years)

• I will have a lump-sum to pay

• I will not have a lump-sum to pay

• Not sure

What would happen to your mortgage payment if your lender’s interest rates increased today?

• My monthly payment wouldn’t change until the end of my fixed rate term

• My monthly payment wouldn’t ever change 

• My monthly payment would increase

• Not sure

How responsive was the adviser / their team?

• Not responsive enough

• Quite responsive

• Very responsive

• Couldn’t have been more responsive

How confident are you that [adviser name] found you the best insurance / protection policy for you?

• Not sure

• Not confident

• Quite confident

• Confident

• Couldn’t be more confident

How do you engage with the correspondence you receive from [adviser name] and/or their firm?

• I take the time to read them in full

• I quickly look for the most important parts

• I barely read them at all

• N/A - I don’t receive any correspondence

How would [adviser name] and their firm earn money from working with you?

• They charge me a fee

• They earn commission on the policy from the provider

• They didn’t charge me a fee 

• Not sure

How clear is the correspondence you receive from [adviser name] and/or their firm?

• Not clear

• Quite clear

• Clear

• Couldn’t be clearer

• N/A - I don’t receive any correspondence

How confident are you that you understand the impact of your personal circumstances on your policy?

• The impact of my personal circumstances on the policy were not explained to me

• My personal circumstances don’t impact the premium and/or exclusions on my policy

• I have some understanding of how my personal circumstances impact the premium and/or exclusions on my policy

• I have a good understanding of how my personal circumstances impact the premium and/or exclusions on my policy

• I couldn’t be more confident I understand how my personal circumstances impact the premium and/or exclusions on my policy

Would you still be able to make a claim on your insurance if you don’t keep up your payments?

• Yes 

• No

• Not sure

How clear is the correspondence you receive from [adviser] and/or [firm]?

• Not clea

• Quite clear

• Clear

• Couldn’t be clearer

• N/a I don’t receive any correspondence

How do you engage with the correspondence you receive from [adviser name] and/or their firm?

• I take the time to read them in full

• I quickly look for the most important parts

• I barely read them at all

• N/A - I don’t receive any correspondence

How did [adviser] or their firm earn money from working with you?

• They would charge me a fee

• They would charge me a fee, and earn commission 

• They would earn commission

• Not sure

How responsive was the adviser / their team?

• Not responsive enough

• Quite responsive

• Very responsive

• Couldn’t have been more responsive

Would you let your adviser / their firm know about personal challenges (e.g. bereavement, health issues, relationship difficulties)?

• I would let them know, even if they didn’t ask

• I would let them know if they asked

• I wouldn’t let them know

How confident are you that you understand the potential disadvantages of [adviser]’s recommendations?

• The potential disadvantages were not pointed out or explained to me

• I have some understanding but would have preferred more clarity before making my decision

• I have enough understanding to be confident in my decision

• I couldn’t be more confident I understand the potential disadvantages