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Broker firm launches guarantee to refund advice fees to unhappy clients

  • 21/07/2021
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Broker firm launches guarantee to refund advice fees to unhappy clients
Key Solutions has set up an unconditional service guarantee, offering to refund clients their advice fees if they are unhappy with the firm’s service.


The brokerage said the initiative would give clients “absolute faith and confidence” in its business.  

Before launching the guarantee on 1 July, Key Solutions encouraged clients to leave ratings on Trustpilot and Google not just with the intention of boosting its profile, but also to learn from any mistakes. 

Anna Pepler, partnerships director at the firm, said: “Our passion at Key Solutions is to deliver excellent financial advice in a client focused way. 

“Their experience is so important in making sure we are really understanding the service we’re delivering. You can’t edit reviews, you can’t hide them and we’re really fortunate to have over 2,000 reviews and be rated 4.9. We also carry a five-star status on Trustpilot.” 

The firm runs the guarantee on a ‘no questions asked’ basis. 

Pepler said: “If a client is not happy with the service we provide, all they need to do is tell us why and we’ll immediately refund them their fees.  

“There’s no catch, no loophole, we won’t ever try to change their mind. All they have to do is tell us why they feel we didn’t deliver. It’s our fault not theirs and we’ll make it right.

Alongside the company’s reviews, the initiative gives the firm the opportunity to change the way they operate, Pepler said.  

There was one instance where a client was unhappy with how their case was transferred from one broker to another, leading the company to amend its handover process. 

“That’s an opportunity for us to learn and grow, an opportunity for us to be better as a business. The advisers that work within the company want to be better and do better for their clients. So they’d rather know,” she said. 

No clients have asked for a refund since the guarantee was launched, but many have been drawn to the firm because of the proposition, Pepler added. 

John Prideaux, senior mortgage and protection adviser at Key Solutions, added: “One of the first questions I ask a client is ‘how did you hear about us?’. Quite often they say they did a search and saw the guarantee so thought to give us a try.” 

He added: “For me as a broker this removes all the barriers for a client to do business with us. We guarantee the whole process from start to finish. No other broker can give that. We literally are putting our money where our mouth is and we want to blow our clients’ socks off with the service we provide.”  

The service guarantee sits alongside the firm’s mortgage guarantee, where it offers to pay clients back any costs incurred if they fail to get a mortgage as promised. 

Clients can claim back fees such as valuation or solicitor payments. 

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