Mystery Shopper  

Mystery Shopper: Leicester

Knowledge: The adviser demonstrated no knowledge of the national insurance tax climate, but showed some understanding of various protection products. 3/5


Email: 5/5

Verdict: The shopper was disappointed as many of her questions were not answered on this call. 



Adviser: M3 Financial Solutions (independent)

Address: Park House, 37 Clarence Street, Leicester, Leicestershire, LE1 3RW

Speed of response: 16.23pm. The shopper is first transferred to an receptionist, then after quite a few rings to the adviser. 3/5

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

Relevant qualifications: Level 4 DipPFS. 5/5

Payment method: The adviser said there are no fees involved for the shopper, as the provider will pay all the charges. 5/5

Guidance: The adviser said he could not give any advice over the phone and a face-to-face meeting would be required. 1/5

Knowledge: The shopper could not tell if the adviser had the knowledge or not, as no initial advice was given 2/5


Email: 5/5

Verdict: The shopper felt like she received no information whatsoever and was not satisfied with the experience. 



Adviser: Intelligent Financial Advisory (independent)

Address: Harborough Innovation Centre, Airfield Business Park, Leicestershire, LE16 7QB

Speed of response: 16.54pm. The shopper is transferred instantly to an adviser without having to wait. 5/5

Telephone manner: Polite and pleasant. 5/5

Relevant qualifications: CeMAP, Advanced Diploma in Financial Planning. 5/5

Payment method: The adviser said the shopper would not have to pay anything at all. 5/5

Guidance: The adviser said the shopper would be slightly better off following the changes announced in the Budget. He asked whether the shopper had a family or any liabilities, and when she said no, he said life assurance would be too costly and pointless for her. He said critical illness would be a good option as he said it can be cheaper than income protection. He added that someone has to be extremely ill in order to not have to work and be eligible for income protection. 5/5

Knowledge: The adviser had a good knowledge of different protection payout scenarios, but a little bit more knowledge on the level of national insurance contributions for each threshold would have been ideal. 4/5


Email: 5/5

Verdict: This adviser was most helpful compared with the rest as he was able to tell the shopper whether she would be better off and give sound reasons for the most suitable protection products (Shopper’s choice).