Stuart Borthwick | Doing the right thing: Customer care, community and forging real client relationships

In this episode of Just Covered, we meet Stuart Borthwick from Dartmoor Financial LLP – an adviser working in mortgage, equity release and estate planning for over 20 years, and specialist in later life lending. Working for a family-run, independent firm operating on the edge of Dartmoor, Stuart has a unique story. But what comes across most during our 45-minute chat is his genuine passion and enjoyment for his work. He puts proud emphasis on integrity, people-first advice, community and building real long-term connections with clients. It’s a heart-warming, yet insightful discussion.

This episode also covers:

· Rethinking client vulnerability, Consumer Duty and avoiding longstanding assumptions about what makes clients vulnerable.

· Community networking and the importance of building a community of financial support that can enhance your offering to clients.

· Knowledge sharing and moving beyond the traditional client-adviser relationship to build meaningful and lasting connections with customers.