Mystery Shopper: Oxford

Telephone Manner: The representative was very pleasant, polite and professional. 4/5

Relevant Qualifications: She said that she was not qualified to give advice on any products.0/5

Payment Method: The representative said the quote would be free of charge, so only the price of the telephone call. 3/5

Guidance Given: When asked the representative said she was unable to give any advice or information, but simply perform a quote for the shopper. She suggested that he sought advice from an independent financial adviser and when he had decided exactly what he wanted he should call back for a quote. 2/5

Knowledge: The shopper was unable to tell, but the representative did not claim to be knowledgable either.0/5

Email/Web Presence:

E-Mail: No E-mail

Website: www.directline.com 3/5

Verdict: The representative did her job well, and was honest with the shopper from the outset that she was not qualified to give advice but recommended he seek professional financial advice.

15/35