What was key for me was how friendly and approachable you are, along with your endless patience and support. As you know, financial management was completely new to me, and my maths ability is very poor, but you never made me feel stupid or out of my depth. On the contrary you brought me clarity, reassurance and a growing sense that I could manage my financial affairs and build an independent life. You lifted a huge weight off my shoulders and I can't thank you enough.