Mystery Shopper: Norwich

IFA (Independent), Tailored Solutions UK Ltd, 16, Thorpe Road, Norwich, Norfolk NR1

Speed of response: Time of call: 1.37pm. The call was answered by a receptionist after three rings. She asked a few questions and then put the shopper on hold for about 20 seconds, after which an adviser took the call. 3/5

Telephone manner: The adviser was extremely chirpy and friendly. 4/5

Relevant qualifications: The adviser said she had all her mortgage qualifications and, rather vaguely, "the qualifications" needed to give advice. 1/5

Payment method: An initial meeting would be free. For an income protection product the adviser said she would be paid commission by the provider.3/5

Guidance given: The adviser asked several questions about the shopper's mortgage, salary and occupation. She also enquired about the level of cover provided by the shopper's employer, as this would affect the type of policy. She explained that providers would offer up to 50 per cent cover for the shopper's salary. According to the adviser policies could cost from £15 to £60 a month. 4/5

Knowledge: The adviser seemed at ease talking about the various factors that would affect what income protection policy the shopper would choose. She said: "It all comes down to age and occupation and deferment period." 4/5

Email/ web presence:

Email: e.appleton@ifa.co.uk

Website: www.tailoredsolutions.uk.com 5/5

Verdict: The adviser was very pleasant and provided a high level of customer service. The only thing that let her down was the very vague answer to the shopper's question about qualifications.

24/35

IFA (Independent), Financial Futures IFA Ltd, 52, Colegate, Norwich, Norfolk NR3

Speed of response: Time of call: 2.14pm. The call was answered after three rings by a receptionist. The shopper was put on hold for about 90 seconds and then the receptionist apologised for the wait and asked if an adviser could call her back. The shopper persisted and was put through to an adviser. 3/5

Telephone manner: The adviser was friendly, if a bit morose. 3/5

Relevant qualifications: The adviser said he was fully qualified with Financial Planning Certificates 1, 2 and 3. 1/5

Payment method: The first meeting would be free and then the shopper would have a choice of commission, fees or a combination of the two. 5/5

Guidance given: After establishing the obvious the adviser proceeded to ask about the benefits the shopper receives from her job. He said the shopper could opt for a short-term option that would cover mortgage payments for one to two years in the event of unemployment. He also explained that the shopper could arrange a long-term policy to last up to retirement. 3/5