How to deal with a client complaint

Most of the time you will be dealing with satisfied clients. But let’s face it, it is difficult to please everyone all the time. Dwight Witmer, an IFA at Fairey Associates, says complaints from your clients are often down to a lack of communication, or because they expect more from you and your services. An adviser who “hangs their hat on investment performance”, for instance, will inevitably get complaints, he says. “Complaints can be about advisers not being proactive enough, or not doing what they have promised to do. Or maybe there is an over expectation from the client of what...