Mystery Shopper  

Mystery Shopper: Greater Manchester

Knowledge: The adviser appeared to have a decent amount of knowledge regarding mortgages. 3/5


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Email: 5/5

Verdict: This call was helpful to the shopper, but the shopper would have liked a more informative chat with the adviser. 



Adviser: Active Insurance Services (independent)

Address: 154 Bolton Road, Walkden, Manchester, M28 3BW

Speed of response: At 3:07pm the shopper was connected to a receptionist after two rings, had to answer a few questions and wait another four rings to speak to an adviser. 2/5

Telephone manner: The adviser was friendly. 4/5

Relevant qualifications: Level 4 Dip PFS. 5/5 

Payment method: The adviser said the fees were “open to discussion”, but generally a £99 fee is charged for submission of a mortgage application and then a £299 fee charge once the mortgage offer is received. 5/5

Guidance: The adviser said the shopper can get a £200,000 secured loan against the property and said he was open to a face-to-face meeting. 3/5

Knowledge: The adviser demonstrated an average level of knowledge. 3/5


Email: 5/5

Verdict: The adviser answered the shopper’s questions, but this phone call lacked some of the detailed conversation that the shopper had with the other advisers. 



Adviser: Ray Tammam – Fairstone Financial Management (independent)

Address: 8 Ferndale Avenue, Whitefield, Manchester, M45 7QP 

Speed of response: The shopper was connected immediately to the adviser at 15:20pm. 5/5

Telephone manner: The adviser was extremely patient and friendly. 5/5

Relevant qualifications: Level 6 chartered financial planner. 5/5

Payment method: The adviser said the shopper would have to pay a fee of £1,250, which will cover everything from research to submission of the mortgage application. 5/5

Guidance: The adviser said the remortgage could very likely be done given the shopper’s salary. He said while unsecured loans are also an option, he recommended against using it. He said unsecured loans are typically suited to borrowers who are borrowing smaller amounts and looking to pay back over a shorter time-period. 5/5

Knowledge: The adviser offered a breadth of knowledge on mortgages and other types of loans. 5/5


Email: 5/5

Verdict: (Shopper's choice). The shopper found this call to be most useful due to the adviser’s patience, enthusiasm and reasoning for why the shopper should opt for a secured loan against the property to raise the necessary funds.