29/35
Provider: Lloyds Bank
Speed of response:
Time of call: 3.19pm. Call answered by an automated system. The shopper was speaking to a representative within one minute. 4/5
Telephone manner:
Friendly. 5/5
Relevant qualifications:
The representative said that he was not qualified to give mortgage or financial advice. 0/5
Payment method:
Variable. The representative told the shopper to speak to a mortgage adviser in one of the bank’s branches. 3/5
Guidance given:
The representative offered to go through a mortgage questionnaire with the shopper over the phone. He reiterated that he was not qualified to give advice, and added he was not in a position to explore particular products. 3/5
Knowledge:
Difficult to gauge. The shopper felt that the representative had some knowledge of the market but was overly cautious in what little guidance he could give. 3/5
Email/web presence:
www.lloydsbank.com/mortgages.asp 3/5
Verdict:
It was difficult for the representative to give guidance. However, the shopper would have appreciated some information about the bank’s mortgage products.
22/35
