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She does not have an income and her husband earns £50,000 . They have two children at university.

IFA (Independent), Informed Choice, Sundial House, 20 High Street, Cranleigh, Surrey, GU6

Speed of response: Time of call: 3.30pm After two rings the phone was answered by a receptionist who put the shopper through to an adviser after a short wait because he was on the phone. 4/5

Telephone manner: Very pleasant and knowledgeable 4/5

Relevant qualifications: Chartered Financial Planner and Certified Financial Planner 5/5

Payment method: A first meeting would be on a no cost/no obligation basis, thereafter on a fees or commission offset basis. 5/5

Guidance given: The adviser explained the different between term and whole of life assurance. He explained how her husband should check the level of life cover he had through his employment. The shopper thought this was £200,000 and that they would need a £100,000 top up. The adviser recommended £100,000 term assurance and a family income benefit policy to provider her with an income in the event of her husband’s death to help with the children’s university expenses. 4/5

Knowledge: He explained in great detail how commission offset works and how if she paid a fee for his advice, the premiums would be lower, although some clients preferred not to pay a fee and let him take a commission. He also explained the level of study required to obtain his financial qualifications. He was the only adviser the shopper spoke to who mentioned family income benefit. 4/5

Email/web presence:

hello@icl-ifa.co.uk

www.informedchoice.ltd.uk 5/5

Verdict: The shopper was impressed with his knowledge and professionalism. He seemed to be very thorough and was very keen to meet with the shopper and her husband to ascertain more detail about their financial circumstances. He offered to put a pack in the post setting out his firm’s terms and conditions.

Total score: 31/35

IFA (Independent), HFS Milbourne Financial Services, Lintott House, 81 Portsmouth Road, Guildford, Surrey GU2

Speed of response: Time of call: 2.25pm. After one ring, the receptionist put the shopper through to an adviser. 5/5

Telephone manner: Extremely pleasant and very professional. 4/5

Relevant qualifications: 'Certificate of the PFS' 1/5

Payment method: Fee or commission. A fee could be agreed upfront when we met. 5/5

Guidance given: The adviser recommended two life policies rather than a joint one. He said that the cost of a joint policy was usually similar to that of two individual policies. The latter would be much more beneficial, particularly if the shopper and her husband both died simultaneously as there would be two payouts of £100,000, rather than one. He also recommended some extra cover to provide an income in case her husband died first and that any policies should be written in trust.He insisted that he would not necessarily recommend the cheapest policy, but the most appropriate one for the client. 4/5

Knowledge: The adviser was very knowledgeable and was the only adviser to mention the benefits of writing a term assurance policy in trust without prompting. 4/5

Email: web presence: info@hfsmilbourne.co.uk

www.hfsmilbourne.co.uk 5/5

Verdict: The shopper was very impressed with his knowledge and pleasant manner. He was clearly keen to meet and to obtain further details of her financial circumstances before recommending anything.

Total score: 28/35

IFA (Independent) Surrey Financial Advice, 3 Tannery House, Tannery Lane, Send, Woking, Surrey GU23

Speed of response: Time of call 2pm, the adviser answered after a few rings. 3/5

Telephone manner: The adviser was initially loath to discuss matters over the phone as he insisted that he needed to do a fact find and preferred to do this face-to-face. However, he answered the shopper’s questions when pressed. 2/5

Relevant qualifications: Certificate in Financial Planning, but was studying for the Advanced Diploma in Financial Planning, with examinations in April 2010. 2/5

Payment method: Fees, or a mix of fees and commission. 5/5

Guidance given: The adviser explained the difference between whole of life and term assurance. When prompted he also explained why writing a policy in trust was useful to speed up the payout on death. 2/5

Knowledge: The adviser seemed knowledgeable but was not keen to discuss matters in detail over the phone, preferring a face-to-face meeting. He said he would scan the quotes of around 30 life assurance providers. 3/5

Email/web presence: surreyfinancial@hotmail.com

www.surreyifa.co.uk/ 5/5

Verdict: After initially seeming slightly unfriendly, the adviser warmed to his subject and appeared to be keen to be thorough and give the shopper in-depth advice.

Total score 22/35

Provider Lloyds TSB,

Call centre

0845 3000000

Speed of response: Time of call: 3.05pm. The shopper tried to ring the local branch of Lloyds TSB but was put through to a call centre in Newport. 3/5

Telephone manner: The call centre woman was fairly brusque, telling the shopper to go to her local branch for advice. 2/5

Relevant qualifications: Unable to assess 0/5

Payment method: Unable to assess 0/5

Guidance: The shopper was told that no financial advice was given over the phone and that she would have to go to her local branch. The only policies sold were those of Scottish Widows. The shopper explained that she had tried ringing her local branch but that all calls were routed through the Newport call centre. 2/5

Knowledge: Unable to assess 0/5

Email/web presence: www.lloydstsb.com

email: none given

3/5

Verdict: Wholly unsatisfactory. The shopper wondered what would happen if a customer was unable to get to a local branch.

Total score 10/35