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This week, the mystery shopper is looking into investments. The shopper and her husband are wanting to put a substantial amount each month for their children's education fees, but want to invest in an investment where they do not have to tap into the fund for up to ten years and have a medium-high attitude to risk. The shopper is enquiring about what the pros and cons are in this type of investment and how they go about planning for their children's future.

IFA (Independent)

Routen Chaplin IFA Ltd, Insurance House, 130 Derby Road, Nottingham

Speed of response: Time of call: 12.11pm. The call was picked up after two rings by a receptionist. After a few initial queries the call was passed on to an adviser. (4/5)

Telephone manner: The adviser was friendly, professional and courteous throughout. He introduced himself, addressed the shopper by her name and asked how he could help. (4/5)

Relevant qualifications: The adviser said he held the full financial planning certificate 1, 2 and 3, CeMAP qualification and had 20 years' experience in the industry. He added the firm was regulated by the FSA. (1/5)

Payment method: The adviser said the first meeting is free, where a financial questionnaire would be carried out. The firm works on a fee and commission basis, where fees are £100 a hour. (5/5)

Guidance given: The adviser described a number of options, including guaranteed investment bonds and managed funds, explaining what each is and that they could be considered as an option, depending on the shopper's attitude to risk. He said there was a spread of different types of funds, including properties, equities, corporate funds and gilts. He explained that the benefits of such a long term, higher risk investment would mean the drip-feeding of savings into the markets with scope for bigger returns at a later stage. (4/5)

Knowledge: The adviser displayed a good knowledge of the investment arena, detailing how bonds and managed funds would work, how they could be beneficial to the couple and outlined the pros and cons for longer term, higher risk investments. He provided a number of examples, which assisted the shopper in understanding the different types of investment. (4/5)

Email/Web presence: Email: john.delve@routenchaplin.co.uk. Website: www.routenchaplin.co.uk. (5/5)

Verdict: The shopper liked the adviser's approach to her query, in providing clear and to the point answers, with a personable manner. There was no push to book a face to face appointment and he did not hesitate to provide qualification status and payment method.

27/35

IFA (Independent)

Hampton Dean Ltd, Ground Floor, 5 Lawrence Way, Castle Marina, Nottingham

Speed of response: Time of call: 12.25pm. The call was answered after two rings by an assistant who transferred the call to an adviser. (4/5)

Telephone manner: The adviser was professional, likeable and helpful. (4/5)

Relevant qualifications: The adviser said she held the full financial planning certificate, mortgage advice qualification, the advanced savings and investments qualification and is currently studying for another qualification, but did not specify which one. (3/5)

Payment method: The first meeting is free and the firm works on a fee and commission basis. (5/5)

Guidance given: The adviser launched into the unit trust option, explaining what it is and how it works. After considering the shopper's medium attitude to risk and long term investment, she suggested a number of options including standard deposit rate accounts, interest rate accounts or unit trust accounts, adding that the shopper did not need just to choose one option, but could accommodate two or three at a time. (3/5)

Knowledge: The adviser seemed switched on and savvy in the investment side, and showed a confident manner to the shopper. She explained how each of the options given worked, and how they could benefit the couple. In addition, she said that the returns on each of the types would be dependent on how the market fared in the current turbulent climate. (3/5)

Email/Web presence: Email: julie.wagstaff@hamptondean.co.uk. Website: www.hamptondean.co.uk. (5/5)

Verdict: The adviser seemed knowledgeable in the investment area and did not shy away from any of the questions put forward by the shopper. She did not push to book an appointment, but offered her contact details and qualifications, without being probed for them. Her clear and open manner was highly regarded. (27/35)

IFA (Independent)

James Ryan Thornhill Ltd, 41 Wollaton Road, Beeston, Nottingham

Speed of response: Time of call: 12.45pm. The call was immediately diverted to a touchtone voice recording, which after one ring was picked up by a receptionist. After a few questions, she transferred the call to an adviser. (3/5)

Telephone manner: The adviser was professional, courteous and to the point. (4/5)

Relevant qualifications: The adviser said he held the full financial planning certificate 1, 2 and 3, CeMAP qualification and was working towards the advanced qualification. (3/5)

Payment method: The firm offers a free first meeting and works on a fee, commission and combination of both basis. (5/5)

Guidance given: The adviser outlined that the options the family should consider are unit trusts and explained that this is money invested in a fund managed by expert fund managers. He said these were the most cost effective and would generally generate good returns. With some 2000 different funds, he stated there is a lot to choose from, which would be dependent on the shopper's attitude to risk.(2/5)

Knowledge: The adviser seemed to display a confident knowledge on unit trusts but did not expand to any other types. He did explain that the financial markets had been behaving very poor recently, but said this would be a positive to investing now, as investments would be cheaper. He tackled the shopper's questions with ease and a range of examples. (3/5)

Email/Web presence: Email: del@jrtltd.co.uk. Website: www.jrtltd.co.uk or www.jrtinsurance.co.uk. (5/5)

Verdict: The adviser was clear and to the point on the subject of unit trusts, which gave the shopper a flavour for her intended investment. But there were no other options given which meant that the shopper was not given a broader picture. He was open about his qualifications and firm's payment method, which the shopper appreciated. (25/35)

PROVIDER

Lloyds TSB Bank PLC, 59, Bracebridge Drive, Bilborough, Nottingham

Speed of response: Time of call: 1.02pm. The call was answered after two rings and directed to a recorded voicemail, with the option of three choices. After selecting, the shopper was transferred to an assistant, who then transferred the call on to the business investment team department, where an adviser picked up the call. (2/5)

Telephone manner: The adviser was professional and courteous. (3/5)

Relevant qualifications: The adviser said all advisers were fully qualified but did not elaborate. (1/5)

Payment method: The adviser said that in-branch appointments did not incur any payment. (3/5)

Guidance given: The adviser was open and friendly, but when the shopper refused to give any personal details over the phone, he said the team would get back to the shopper with more background and information to fulfil her query. The shopper managed to get the website address, but failed to gain any real information regarding investments. (1/5)

Knowledge: The shopper was unable to measure the level of knowledge the adviser held, but was encouraged to visit the Lloyds TSB website for further information. (0/5)

Email/Web presence: Email: None given. Website: www.lloydstsb.com (3/5)

Verdict: Despite the friendly and open manner of the Lloyds TSB adviser, the shopper was disappointed with the lack of information provided and felt she did not fulfil her query at all. However, she was offered the website address and offered an in-branch appointment to talk over her query. (13/35)