Mortgages  

Mystery Shopper: South London

Adviser (Independent) HS Coleman, 94-98 Merton High Street, London, SW19 1BD

Time of call: 11.19am. Call was answered in one ring. 5/5

Telephone manner: Friendly and professional. 5/5

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Relevant qualification: Did not volunteer qualification information. 1/5

Payment method: The shopper was told the adviser would not be able to give any free initial advice. The first appointment would have to be face-to-face, and would cost £120. 5/5

Guidance given: The shopper was not given any guidance as she would not be able to talk to an adviser over the phone. The assistant who took the phone call could not clarify whether the £120 would be refunded if the shopper did not take any further advice from the adviser. 3/5

Knowledge: The shopper was unable to assess the adviser’s knowledge. 0/5

Email/web presence:

www.hscoleman.co.uk,

No email was given

3/5

Verdict: The shopper was unable to say whether she would use the adviser again, although she appreciated that many advisers do not like giving advice or even basic guidance over the phone.

22/35

Adviser (Independent) Footman Sherwin, FS House, 7 Vernon Road, Sutton, SM1 4QX

Time of call: 14.30pm. Call was answered after three rings. 5/5

Telephone manner: Very friendly and professional. 5/5

Relevant qualification: The adviser who answered the phone said he was qualified to above level 4 standard, and was able to give pensions advice. 5/5

Payment method: The first consultation would be free. 4/5

Guidance given: The adviser said the shopper would need to check her contract to see if a pension was offered as part of her employment. Because of her age she might want to top up her pension. When she said she was worried about getting a mortgage he suggested she consider applying for a home loan when her probation period was over. He was happy to give advice without trying to pin the shopper down to making an appointment. 4/5

Knowledge: The adviser seemed savvy. He was right to point out that the shopper needed to check her employment contract first, which she might not have considered. 4/5

Email/web presence:

www.footman-sherwin.co.uk,

richard@footmansherwin.co.uk

4/5

Verdict: A really friendly and knowledgable adviser from whom the shopper would be happy to take advice.

31/35

Adviser (Independent) Lucra Ltd, 2a Sutton Court Road, Sutton, SM1 4SY

Time of call: 11.24am. Call was answered straight away. 5/5

Telephone manner: Very friendly and engaging. 5/5

Relevant qualification: The adviser was a chartered financial planner and qualified to give mortgage and pension advice. 5/5

Payment method: The first consultation would be free, after which a fee would be payable. 4/5

Guidance given: While the adviser did not give the shopper very much guidance, she did say the shopper would need to check her new employer’s pension provision before taking out a personal pension, and that the employer might offer the chance to top up her pension. When the shopper expressed concern about her ability to get a mortgage, the adviser did explain that a deposit was needed but if she had pension provision a mortgage might be more of a financial priority. 4/5