Mystery Shopper: Bridgwater
This week the shopper visits Bridgwater in Somerset. She is looking for advice on a property purchase. She is currently renting with her partner, they have £50,000 savings and a joint income of £47,500.
IFA Nexus Financial Planning & Insurance Consultants 6-8 York Buildings, Bridgwater TA6
Speed of Response: Time of call: 11.30am Three rings and a receptionist answered. 5/5
Telephone Manner: Very friendly. 4/5
Relevant Qualifications: The receptionist said the adviser could explain qualifications in a call back. 1/5
Payment Method: Initial free meeting followed by commission and fees. 5/5
Guidance Given: The receptionist took the shopper’s details and explained an adviser would call her back within 24 hours. She said the firm could advise her on mortgages and insurance to go with it.1/5
Knowledge: The receptionist was very sharp and knew all about the work of the firm.2/5
Email/Web Presence: firstname.lastname@example.org www.nexusifa.co.uk 5/5
Verdict: The shopper got good vibes from the firm and would wait on the call back.
IFA Intouch Investments Churchill Farm North Newton, Bridgwater TA7
Speed of Response: Time of call: 11.45am. Three rings and a receptionist answered. 5/5
Telephone Manner: Friendly and polite. 5/5
Relevant Qualifications: The receptionist said the adviser would discuss this with the shopper. 1/5
Payment Method: Fees or commission. 5/5
Guidance Given: The receptionist said the firm did not offer advice on mortgages. She redirected the shopper to the FSA website to search for a mortgage adviser. The receptionist said the firm’s mortgage adviser had left a couple of years ago. 1/5
Knowledge: The firm offered pensions and investment advice. 1/5
Email/Web Presence: email@example.com, wwwintouchinvestments.co.uk 5/5
Verdict: The shopper found the firm very helpful given that the receptionist could not give advice.
IFA Schaefer Financial Management Huntworth Business Park, Bridgwater TA6
Speed of Response: Time of call: 11.50am. Two rings and through to a receptionist. 5/5
Telephone Manner: Polite and helpful. 5/5
Relevant Qualifications: Diploma, chartered. 5/5
Payment Method: Fees. 4/5
Guidance Given: The firm said it did not provide mortgage advice, but it was linked professionally to another mortgage adviser. The receptionist said she would get an adviser to give her a call with more information and details. 1/5
Knowledge: The firm could not advise on mortgages, but could refer the shopper to someone with knowledge in the area. 1/5
Email/Web Presence: firstname.lastname@example.org, www.schaeferfinancial.co.uk 5/5
Verdict: The firm was helpful ny directing the shopper to another adviser.
Provider Woolwich No address, call centre
Speed of Response: Time of call: 11.50am. Disclaimer, seven rings and on hold for 18 minutes 50 seconds. Two rings and a sales adviser answered. 1/5