Mystery Shopper: Hull

Mystery shopper

Independent: Adviser@True Potential Wealth Management LLP, Suite 1, 2nd Floor, Lowgate House, Lowgate, Hull HU1 1EL

Speed of response: Time of call: 4.18pm. Answered after three rings by an adviser. 5/5

Telephone manner: Friendly and keen to help, but not always easy to understand because he was in his car at the time. 4/5

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Relevant qualifications: The adviser stated that he was fully authorised and registered with the FCA as an independent financial adviser. 3/5

Payment method: First meeting free of charge. If the shopper decided to proceed and take out a policy, the product provider would pay commission to the adviser. 5/5

Guidance given: The adviser first sought to understand the shopper’s circumstances by asking if he had any dependents. He then proceeded to explain what factors determined the cost of a policy, such as the length of cover, current age and whether it was paid out as a lump-sum or as regular income. He said the key was identifying an ideal level of cover. 4/5

Knowledge: The adviser seemed to know his stuff and explained in detail the different types of cover available. 4/5

Email/web presence: / 5/5

Verdict: The shopper was impressed with the adviser’s friendliness and apparent knowledge of protection, but did find it difficult at times to understand everything he said because of the poor phone signal and external noises.


IFA Dorothy Maxwell (Positive Solutions), 33 Evergreen Drive, Beverley Road, Hull HU6 7YD

Speed of response: Time of call: 4.31pm. Picked up after six rings. 5/5

Telephone manner: Extremely friendly and chatty. 5/5

Relevant qualifications: FPC 1, 2 and 3. MAQ, CF9, J04, J05, JP6 and AF3 CII diploma in financial planning. 5/5

Payment method: First meeting free and then, if all goes well for both parties, the shopper can decide to use the commission or pay upfront. 5/5

Guidance given: The adviser stated that there were a lot of different insurance products in the market and started by asking the shopper if he had a mortgage and a family. After finding out that the shopper had neither, she suggested that income protection or critical illness may be more suitable as life insurance was used to protect dependents or pay off debts. She also advised the shopper to check if his employer offered some form of protection before taking things further.5/5

Knowledge: Very competent. The adviser spoke clearly and in great detail about changes in the industry over the years and the different aspects of the protection market. 4/5

Email/website: / 5/5

Verdict: Excellent. The adviser offered a clear breakdown and openly used her previous experiences to make things as clear as possible. The shopper would definitely recommend the adviser’s services.


Independent: Fiona Parkinson IFA, 125 Barnoldby Road, Waltham, Grimsby, Lincolnshire DN37 0DR

Speed of response: Time of call: 5.00pm. Picked up after four rings. 5/5