Thank you to everyone that participated in the client satisfaction survey.  The results of the survey can be found by clicking here.  Your feedback is invaluable, without it we can't improve.  We have already made progress in areas where we have scored less than excellent.  We aim for 100% excellence, 100% of the time and won't stop until we get there.

Here are the comments you made about your adviser, the support team, or any aspect of our service:

"Professional and efficient."

"Good service ethos.  Knowledgeable people.  Happy to recommend (as I have done!)"

"My paraplanner and adviser are thoroughly professional and reliable.  Good communicators, knowledgeable and user friendly.  The culture at Equilibrium encourages transparency and professionalism applied with integrity.  Senior management lead by example.  Key documents are produced in a timely manner which aids constructive discussion, understanding by us, and decision making.  The challenge will be to maintain it or even better the service."

"Very professional service presented in a friendly and approachable manner.  The service is well tailored to my needs and I like the progressive atmosphere of service growth."

"One year into the relationship and satisfied with the service and performance."

"There is a feel of a high quality organisation.  Starting with reception and reinforced by all interactions.  In this area of service trust is a vital component; high quality interaction and consequential outcomes can only be achieved in an environment of trust and openess.  This is not in question and it is a behaviour that should be cherished and which is applauded.  Thank you for an excellent year of service."

"Everyone works as a team."

"As we are both aware, I have not been very happy with the service received in the last 12 months.  However, as a result of us confronting this matter, I am confident that good progress has been made and will continue."

"I have a high level of confidence in the company on investment matters and find the staff helpful, friendly and hard working.  I sometimes feel that some of the explanations are faster than I would like and crave more clarity and slower pace.  Overall very satisfied my affairs are being well managed."

"What can one say - pretty bloody good really.  Keep it up though."

"Found the regular "Investment News" and "Market Views" bulletins both interesting and useful."

"After contacting several asset management companies with a view to investing 45 years of my savings, I chose Equilibrium to take good care of my future retirement needs because of their impressive set up and people."

"I feel much more confident nowadays than I used to going back even two years.  Keep up the good work."

"I always feel comfortable and at ease at Equilibrium.  All the team are friendly and helpful.  I would like to know more about the investment manager role and how this links into investment decisions, the company policy on training new recruits and putting them into very sensitive positions."

"Slight reservations about potential conflict of interest with Nucleus."

"Very satisfied."

"We realise Equilibrium has been undergoing reorganisation as part of a growth and cost containment programme, since around the time we signed up.  We are generally pleased with the results to date and hope for continued good progress, while also wishing you continued success."

"I have always felt really comfortable with Gareth and able to ask him anything.  His team have always been most helpful too!  This last 18 months has been very difficult, but Equilibrium have been wonderful with lovely cards and a generous donation to charity, all very much appreciated.  Thank you, those kind touches help so much in difficult times."

"As a relatively new client I feel any advice so far has been helpful and satisfactory."

"Very satisfied at present."

"Always helpful when needed."

"As always very pleased with the level of service and the excellent return this year."

"Sometimes the amount of information you need seems over the top but I do understand the reasons behind this."

"Very satisfied with all aspects of service."

"The service I receive has continued to improve over time as Gareth and his team have become more aware of the degree of risk I am prepared to accept.  I also feel the move to Nucleus, and with the introduction of discretionary agreements has made the whole investment process much easier to deal with and to understand.  Where I've scored 4 could just as easily be 5."

"We hope your business continues to flourish - it deserves to."

"We appreciate Gareth and Tarryn coming to us at the end of a long day to accomodate us.  Also our preference for caution is respected."

"Very happy with handling of initial investment.  Still waiting for advice on wife's pension."

"It must be quite worrying about people's finances in this unsettled atmosphere and it must stretch your knowledge to the limit?  But thankfully for us you have the skill to meet our needs.  Well done."

"We are always looked after very well."

"Ever hopeful that the investment portfolio shows and increase in value!"

"I find your professional, comprehensive guidance and recommendations very reassuring in these current, very difficult circumstances.  Thank you for all your efforts."

"I think Jason and his team have made a real effort to look after my interests and to put right any concerns from the past."

"Our last adviser did not keep our portfolio up to date, our funds were very static.  We are very pleased we came to Applewood, the seminar was excellent (including the buffet).  You have now moved on to Equilibrium, every member of staff are courteous and very helpful.  We enjoy coming for our annual review, also meeting the fund managers at the dinners."

"Everything is done efficiently.  Jason fully understands our requirements and his advice is always clear and the basis on which it is founded is clearly explained.  In investment matters information is all important and Jason is always fully briefed on all relevant issues."

"The peformance of Equilibrium within this financial world is evident, however this does raise concerns as to mergers, takeovers and consequences thereof."

"Feel encouraged and would be delighted to feel supported but needing a bit more time to have full confidence.  Previous adviser equally welcoming and friendly but did not do as agreed. I feel and hope Jason will take better care in reality."

"Always very bright and cheerful and helpful.  Keep up the good work.  Hope there are many more awards."

"We are happy to reduce the paperwork.  We are happy to deal electronically, via email to avoid too much paperwork."

"There seems to have been lots of improvements in the last couple of years.  Reporting back to us is now far more professional and this is appreciated."

"During 2009, progress on some agreed actions was very slow.  The migration to Nucleus promises to improve the service offered - I believe."

"We have always found the team at Equilibrium very helpful, knowledgeable and supportive in all our dealings.  We have been very satisfied with the advice and guidance provided."

"Sometimes it is difficult to take all the information "on board".  Investments are much more complicated than they used to be."

"There are too many terms referring to fees etc.  e.g. Fees, Charges, Initial Charge, Ongoing Charge, Fund Charge, Renewal, Annual Trail Commission, Asset Charge, Advice Charge etc. Surely this can be simplified in most cases and also shows where the payment is going e.g. Equilibrium Annual Charge."

"Whilst since February you have made money, it is not as much as has been lost and not as much as other IFA made!  £30/week to lose money seems a lot."

"We were very satisfied withour meeting with the adviser.  Everything was explained in a clear, concise and pleasant manner."

"Could not wish for anything better.  Has really put our minds at rest with regard to our financial affairs."

"We have developed a good rapport and level of confidence in your service."

"Everyone we have ever dealt with at Equilibrium has always been helpful, pleasant and professional."