Mystery Shopper: Canterbury

Guidance: Adviser told the shopper to call her current mortgage lender to explain her circumstances and find out what they might be able to do to help. The shopper asked the adviser if there were any specific questions she should ask them and he said 'no'. 4/5

Knowledge: The adviser did not give the shopper as much information as she would have liked, even when she asked him if there were any specific questions she should ask the lender. 4/5


Email: 5/5

Verdict: The shopper would have liked it if the adviser had given her a bit more detail about her options.



Adviser: Grey Mortgage Solutions (independent)

Address: The Wardroom, Naval & Military Club, 20 Royal Terrace, Essex Southend-On-Sea SS1 1DU

Speed of response: 11.26am. One ring and transferred to an adviser. 5/5

Telephone manner: Friendly and helpful. 5/5

Relevant qualifications: CeMap. 5/5

Payment method: Fee will be detailed on paperwork and will depend on work to be carried out. 2/5

Guidance: The adviser told the shopper to find out what the early redemption payment would be if she were to leave her current lender Halifax. He also asked her to find out about swapping to new rates or going to a new lender altogether. 5/5

Knowledge: The adviser sounded knowledgeable about the market and what her options might be. 5/5


Email: 5/5

Verdict: The adviser was helpful and friendly but the shopper felt she needed a better explaination of how fees are applied.