Mystery Shopper: Ashton-under-Lyne

Knowledge: The receptionist did not show any knowledge about pensions or the firm’s payment structure.0/5

Email/Web Presence: admin@thelettingsbiz.co.uk, www.themortgagebiz.co.uk 5/5

Verdict: The shopper did not find the conversation very helpful as she was not sure if the firm could help her.

15/35

Provider Aviva No address, Call centre

Speed of Response: Time of call: 11.40am. Menu, disclaimer and put on hold for 20 seconds before the shopper was connected to a sales consultant. 3/5

Telephone Manner: Very friendly and informative. 4/5

Relevant Qualifications: The consultant could not explain what qualifications the Aviva adviser would have. The consultant had none. 0/5

Payment Method: No charges for advice.0/5

Guidance Given: The consultant took all the shopper’s personal details. She explained that she could not give any advice and would set up an appointment with an Aviva adviser. She said the adviser would visit the shopper’s home and explain about Aviva pension products, how they worked and give advice. 1/5

Knowledge: The consultant did not show any knowledge of pensions or the adviser’s qualifications. 0/5

Email/Web Presence: www.aviva.co.uk. 3/5

Verdict: The shopper thought the advice service would be very helpful in deciding how to choose a pension product.

10/35