FINANCIAL ADVISERS
Thorough: My adviser takes time to understand my particular situation
Clear: My adviser gives me confidence to decide what is right for me
Caring: My adviser gives me clear information about the choices available
Helpful: My adviser treats me with integrity dignity and respect
----
Authorised by FCA: My adviser confirmed they are authorised by the Financial Conduct Authority and listed on the Financial Services Register
Type of advice given: My adviser made clear whether their advice is independent or restricted
How they are paid: My adviser explained how they are paid for giving this advice
Used simple language: My adviser used simple language, avoided jargon and encouraged me to ask questions
Explained the benefits: My adviser explained why each product might be right for me
Explained any risks: My adviser explained any potentials risks as well as benefits for me
Written confirmation: My adviser gave me a clear written record of their advice
How to complain: My adviser explained how I can complain to the Financial Ombudsman

SOLICITORS
Professional: They acted fairly and protected my interests
Responsive: They listened to my needs and acted accordingly
Communication: They were prompt, clear and kept me informed
Rapport: They were understanding, kind and helpful
Value: They offer value for money
-----
Registration: My solicitors confirmed their registration with the Solicitors Regulation Authority
Fees: My solicitors explained the services they offer, the related fees & other charges incl VAT
Action: My solicitors agreed on the course of action
Contact: My solicitors agreed how they would update or contact me, and how often
Overall Cost: My solicitors explained the likely overall cost
Jargon Free: My solicitors used simple language, avoided jargon and encouraged me to ask questions
Responsible: My solicitors told me the names and positions of the people dealing with my affairs
Complain: My solicitors gave me written information about how to complain to them and to the Legal Ombudsman

WILLWRITERS
Quality: The documents met my needs and were understandable
Professional: The service was prompt and professional
Support: The firm provided helpful, caring support and explanations
Value: The fees charged represent value for money
----
Membership: Did the firm explain that they follow a Code of Practice, including the points listed below?
Identity: Did the firm ask you for proof of Identity?
Engagement: Did the firm give you Letters of Engagement and agree these with you before collecting any fees?
Services: Did the firm explain the services to be provided and when they will be completed?
Fees: Did the firm explain the details of how all fees will be calculated, including updating documents and any ongoing support?
Cancellation: Did the firm give you a Notice of the Right to Cancel, with a form to send to the firm?
Witness: Did the firm explain the importance of correctly signed and witnessed documents?
ThirdParties: Did the firm ask for your consent to pass your details to third parties offering other services that might benefit you?
Complain: Did the firm explain who to contact if you have a complaint?