Speed of response: Time of call:2.53pm. Answered after two rings. 5/5
Telephone manner:
Professional 5/5
Relevant qualifications:
Mortgage adviser (CeMap)
5/5
Payment method:
The adviser said that she would not be able to nail down a firm costings figure until she gained greater insight into the uncle’s circumstances.
4/5
Guidance given:
After listening to the scenario outlined in the introductory section, the adviser said that she would be able to assist and suggested arranging a meeting with the uncle. 2/5
Knowledge:
Impossible to gauge as the adviser did not deliver any form of guidance. 2/5
Email/web presence:
judy.sutton@bespokeifa.co.uk
www.bespoke-ifa.co.uk
5/5
Verdict:
The shopper was disappointed by the lack of guidance. To her credit, the adviser was happy to disclose her contact details.
28/35
Provider: Natwest
Speed of response: Time of call: 3.03pm. The call was answered by an automated machine. The shopper was transferred to an adviser within one minute and 20 seconds.
3/5
Telephone manner:
Professional, polite and friendly
5/5
Relevant qualifications:
The representative said she was not qualified to offer mortgage advice.
0/5
Payment method:
Varies on a case-by-case basis
3/5
Guidance given:
The representative kicked off the conversation by asking for the uncle’s age. She said that the lender only offers interest-only products to individuals with an annual salary of £100,000 and above. She said that if the shopper’s uncle matches the lending criteria, he could potentially secure a 10-year repayment mortgage.
3/5
Knowledge:
The representative displayed good knowledge of the lender’s policies and criteria.
3/5
Email/web presence:
www.natwest.com/personal/mortgages/mortgage
3/5
Verdict:
The representative was clear and concise in her explanations.
20/35
