Adviser (independent): 425 Financial Solutions, 11-12 Queen Square, Bristol, BS1 4NT
Speed of response: Time of call: 2.31pm. The call was answered by an automated machine. The shopper was transferred to an adviser within 30 seconds. 4/5
Telephone manner:
Professional, polite, attentive and helpful. 5/5
Relevant qualifications:
Level four diploma. 5/5
Payment method:
The adviser said the charge is dependent on what type of advice is needed. He said mortgage advice could cost up to £1,000. 5/5
Guidance given:
The uncle should consult with his current lender in the first instance to negotiate a better deal – be it extending his current loan or switching to a repayment mortgage, according to the adviser. The lender might also offer the uncle a more competitive rate of interest if he opted to pay off the bulk of the loan ahead of its maturity date. 4/5
Knowledge:
The guidance given by the adviser suggested that he was well-informed on the topic. 4/5
Email/web presence:
chris.nutt@425fs.co.uk
www.425fs.co.uk
5/5
Verdict:
The adviser patiently listened to the scenario and delivered helpful guidance in a timely fashion.
32/35
Adviser (Restricted): Bluefish Financial Services Ltd, 34 Claverham Road, Fishponds, Bristol, BS16 2HS
Speed of response: Time of call: 2.44pm. Answered after two rings. 5/5
Telephone manner:
Professional, friendly and notably informative. 5/5
Relevant qualifications:
Level four diploma. 5/5
Payment method:
Dependent on advice needed. The adviser said the levy for remortgage applications tended to be around £495. 5/5
Guidance given:
The uncle could consult with his lender and attempt to extend his current mortgage term or apply for a new loan, the adviser said. He added that an increasing number of providers are willing to lend to people over 65. In addition, the adviser said an equity release mortgage was another possible solution, but explained that he would not know for certain until he developed an understanding of the uncle’s circumstances.
5/5
Knowledge:
The adviser explained he no longer advises on mortgages but displayed an impressive amount of knowledge on the topic. 4/5
Email/web presence:
The adviser gave the shopper the contact details for his colleague who handles mortgage advice queries. clare@bluefishfs.co.uk
www.bluefishfs.co.uk
5/5
Verdict:
Very good. The adviser seemed very coy about his knowledge of the sector but delivered comprehensive and useful guidance.
34/35
Adviser (independent): Bespoke Independent Financial Advisers Ltd, 119 Regent Street, Kingswood, Gloucestershire, BS15 8LJ
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
