Kingfisher Financial Planning, 19 Timbrell St, Trowbridge, BA14 8PP, 01225 776652
SPEED OF RESPONSE: Time of call: 2.39pm, answered after one ring, by an adviser. 5/5
TELEPHONE MANNER: Very polite and empathetic. 5/5
RELEVANT QUALIFICATIONS: Chartered financial planner. 5/5
PAYMENT METHOD: The adviser explained that the initial meeting was free and that it was unlikely there would be any cost, as there was nothing they could action for the caller’s mother. 5/5
GUIDANCE GIVEN: Guidance given was down-to-earth common sense, with advice on how to communicate the options to the caller’s mother. His view was that the caller’s mother should fund the cruise from her savings. 4/5
KNOWLEDGE: The adviser spoke of the disadvantages of funding the cruise from the property, as this would incur costs and debt, compared with using her savings, which would incur a small reduction in the balance and interest accruing from the savings. 5/5
EMAIL ADDRESS, WEB PRESENCE: info@kingfisherifa.co.uk / www.kingfisherifa.co.uk 5/5
VERDICT: The adviser was helpful and took time to explain his advice and why it would be best for the caller’s mother. He was also clearly experienced in family dynamics and how best to manage these in financial circumstances. 34/35
Monahans Financial Services, Clarks Mill, Stallard St, Trowbridge BA14 8HH, 01225 785 570
SPEED OF RESPONSE: Time of call: 3.52pm, answered after two rings by a receptionist who asked if I was ringing about pensions and whether I was already a client. 4/5
TELEPHONE MANNER: The adviser was easy to talk to and straightforward with his advice. 4/5
RELEVANT QUALIFICATIONS: The adviser said all advisers in the firm were either qualified to level four or chartered financial planners. 5/5
PAYMENT METHOD: The first meeting would be free and then if they could help, they would let me know how much their fees would be. 3/5
GUIDANCE GIVEN: The caller was given straightforward advice. The adviser clarified first that he was not authorised to give equity release advice, but said the caller’s mother should not take this option at this stage. He proposed that it would be better to pay for the cruise from her savings, as she was unlikely to lose much in interest. In comparison, he said that equity release would incur expense and should be the last resort. 5/5
KNOWLEDGE: The adviser responded to the enquiry with speed and ease. 5/5
EMAIL ADDRESS, WEB PRESENCE: invest@monahans-fsl.co.uk / www.monahans-fsl.co.uk 4/5
VERDICT: The shopper liked the adviser’s approach, but would have also liked more information on rough guidelines of fees. 30/35
Chambers Financial Planning, 8 The Spa, Holt, Trowbridge BA14 6BW, 01225 863737
SPEED OF RESPONSE: Time of call: 4.44pm, answered after four rings. 4/5
TELEPHONE MANNER: Courteous. 4/5
RELEVANT QUALIFICATIONS: The adviser said he was qualified in everything except mortgages, but did not provide details on what his qualifications were. 3/5
PAYMENT METHOD: When asked what his charges would be, the adviser said it is “all fees nowadays”. 3/5
GUIDANCE GIVEN: The adviser seemed reluctant to give general guidance, emphasising that he mainly focused on giving investment advice and was not qualified to give mortgage advice. He said that he was not a fan of equity release and suggested that the caller should contact another adviser for guidance on her enquiry. 2/5
KNOWLEDGE: The caller did not get the opportunity to find out as much as she would have liked. 2/5
EMAIL ADDRESS, WEB PRESENCE: agoddard@chambersfp.uk.com / www.chambersfp.uk.com 5/5
VERDICT: The shopper fully accepted that the adviser could not help, but felt a slightly more expansive approach would have still been helpful. 23/35
Provider
Halifax, 42 The Shires, Trowbridge, BA14 8AT, 01225 490306
SPEED OF RESPONSE: Time of call: 3.15pm, answered after one ring. 5/5
TELEPHONE MANNER: The representative was polite and efficient. 4/5
RELEVANT QUALIFICATIONS: Rep said advisers available were qualified in banking and lending, but a qualified financial adviser only saw people investing large sums. 3/5
PAYMENT METHOD: The representative said the caller’s mother could have a meeting if she banked with the branch and the meeting would be free. 3/5
GUIDANCE GIVEN: The advisers were unavailable. The representative said that if the caller’s mother was a customer of the bank, they could possibly arrange a loan for her, as they had good rates at the moment. She said that they could also potentially arrange a mortgage. 2/5
KNOWLEDGE: The representative focused mainly on the practicalities of establishing whether the caller’s mother was a customer or not. 1/5
EMAIL ADDRESS, WEB PRESENCE: No email address on the website (the bank does not provide an email address for security purposes). www.halifax.co.uk 3/5
VERDICT: The representative did her best to help, but the caller was left with the impression of a sales-driven approach. 21/35
