“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 2020 and March 2021 we received 79 completed exit questionnaires. Below here is the feedback from those clients who completed and returned the exit questionnaire:


  91% of clients were satisfied with our services and support

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

  94% of clients felt more confident in accessing help if needed in the future

  83% of clients felt less stressed and anxious and 96% felt their wellbeing improved

  81% of clients felt they knew more about benefits available to them

  67% of clients felt more confident and in control of their money

72% of clients felt in control of their debts

33% of clients felt more engaged with other communities and services


Clients also commented:

“I am particular appreciative of the help and support I got during lockdown as I can’t access my UC account consistently, (no Wi-Fi home) and I am experiencing extremely high anxiety levels. Reassurance and a link with the outside world is very important for me when I feel very isolated and more vulnerable than usual”

“Both me and my partner received support from MAPs. One of the things I most appreciated about your support was that it was caring without being judgemental or patronising. My finances were in a real mess when got in touch with you but the adviser calmly sorted everything out and empowered me to finally take back control. Thank you so much”

“Thank you in understanding my anxiety and depression and taking time to explain things to me”

“Thank you for all your help with my debts and my partner’s debts. We can now see a tiny light at the end of the tunnel and hopefully it will grow bigger…. Thanks for all your hard work and help”

“I would like to say a big thank you for all your hard work and understanding. Also for you to listen to what I was saying; it wasn’t easy speaking to people over the phone and emailing people. I would have liked it if I was able to spoke face to face but I know that was impossible at the time and with Covid going on. Once again thank you! If I need any more help in the future I will contact you. I am very, very happy with the support that I had received. Thank you”



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