Mystery Shopper: Cheltenham

3/5

Knowledge: The adviser was clearly very knowledgeable about equity release. He gave the shopper a vast amount of information and it was obvious he could have gone on for a lot longer. 4/5

Email/Web Presence:

Email: martin@pmfinancial.co.uk

Website: No web presence 3/5

Verdict: The adviser was extremely friendly and clued up about equity release. He gave the shopper plenty of guidance and information and was very professional. He seemed genuinely interested in helping the shopper's mother and the shopper found him very easy to talk to on the phone.

Rating: 23/35

PROVIDER, Aviva, National Call Centre

Speed of response: Time of call: 11.32am. On the shopper's first attempt to speak to someone, he listened to a recorded message and then was placed on hold for a considerable amount of time. When he was finally put through he was cut off again. On the second attempt the shopper listed to the same message, was put on hold for a shorter period, and then was put through to an attendant. 1/5

Telephone Manner: The attendant was very lively and friendly, however she spoke extremely quickly and the shopper had to ask her to repeat herself. 2/5

Relevant Qualifications: The representative told the shopper that she was unable to give advice, only factual information. 0/5

Payment Method: The shopper's mother would have a meeting with a fully qualified Aviva financial adviser, which would be free and be with no obligation. 3/5

Guidance Given: The attendant did not give the shopper any advice or guidance because she was unable to, however she did arrange for an adviser to go and visit the shopper and his mother for an initial chat. If the shopper's mother decided to go ahead with a plan the adviser would visit her again to take it further. In the meantime the attendant said she would put an information pack in the post. 2/5

Knowledge: The attendant did not give the shopper any information so it was not possible to ascertain the extent of her knowledge. 0/5

Email/Web Presence:

Email: helpdesk@aviva.co.uk

Website: www.aviva.co.uk 5/5

Verdict: When the shopper finally got through, the attendant was very professional, pleasant and friendly. She did rattle off information far too quickly which left him lost. She was helpful and did everything by the book.

Rating: 13/35