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The Broker
Q17 : We have had to increase our fees markedly in the last 12 months to compensate for
increased assistant’s salaries. We now seem to be getting a large number of
complaints about the increased charges, and I am worried about clients leaving the
practice.

A: The majority of clients, who complain about fee increases, relate the fee they paid
to their expectation of value for money. If you fees have been increased, you must be
seen to be giving something for that increase, either in time spent, or the quality of the
care of the practice. If the service were poor clients would complain whether the fee
was £5 or £50, whereas if the service is good and they feel they have had value they
may well accept the higher fee.