“How are we doing?”

Feedback from Money Advice Plus clients’ 2019 annual survey and exit questionnaire

Here is a summary of feedback from our clients who completed and returned the 2019 annual survey and the exit questionnaire (April 2019 to March 2020).

Client Annual Survey

Every year we organise a survey to ask our clients how their experience of support and advice provided by Money Advice Plus. The annual survey is also a way for clients to suggest any changes and/or improvements to the way we provide our services; in doing so we enable our clients to be at the centre of what we do.

For the 2019 Client Annual Survey we decided to explore how our clients felt about accessing our premises and services. Money Advice Plus ethos is that all our projects are available to everyone,  respecting their individual needs, dignity, independence and equal opportunity.

The Equality Act 2010 stipulates that it is against the law to discriminate against someone because of a protected characteristic,  these are disability, gender or gender reassignment, marriage and/or civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

With this survey we wanted to make sure that our clients were able to feedback to us if they felt discriminate because of their belongin to one or more of the protected characteristics identified in the Act. We sent out a total of 711 easy read questionnaires to clients from 13 different projects. 109 questionnaires were completed and returned to us, a response rate of 16%.

Below here is summary of percentage of clients who completed and returned the questionnaire in relation to each protected characteristics.











Below here is summary of clients responses to the two final questions which we included on the easy-read questionnaire.

To the question –‘During your phone call, visit or appointment with Money Advice Plus did you feel that you were treated unfairly due to you age, gender, gender reassignment, ethnicity, sexual orientation, disability, marriage status, pregnancy and maternity/paternity or other reason?’ – our clients reported:



To the question – ‘Do you think we should improve the way we provide our services and support?’ – the clients told us:



Client Exit Questionnaire

Throughout the year we sent an exit questionnaire to every client when our support and advice comes to an end. Between April 2019 and March 2020 we received 117 completed exit questionnaires. Below here is the feedback from those clients who completed and returned the exit questionnaire:


  98% of clients were satisfied with our services and support

 100% of clients knew who to talk to about immigration  queries

  91% of clients felt more confident in accessing help if needed in the future

  79% of clients felt less stressed and anxious and 83% felt their wellbeing improved

  77% of clients felt they knew more about benefits available to them

  77% of clients felt in control of their debts


Clients also commented:

“Amazing work from Money Advice Plus. Help available to fill in forms, put you right on all the benefits you are entitled to. My money adviser helped with all the paper work for my appeal and also with no hassle, thanks to you all”

“I am so glad you were there to help and have made every effort to resolve any of the various problems I had. For people who have far worse problems than myself, your service is absolutely vital and I commend you all for the work you do. Again, thank you and please keep up the great work”

“I was very depressed about my financial situation when I arrived at Money Advice Plus. I was in tears throughout my first meeting with the money adviser and could barely speak. She was so understanding and over time empowered me to feel I could get on top of my debts. I am now in recovery from cancer and have not lost my home and I’m feeling a great deal more positive. Thank you”

“Although the process of sorting out my debts issues was exhausting, messy, wrecking and draining, this is actually the first time in 4 years someone listened, understood and acted upon my needs. I am so grateful. My money adviser was exceptional. Thank you”

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