Mortgages  

Mystery shopper: Southampton

Knowledge:

The conversation was notably brief, but the adviser showed an understanding of the issue at hand. 3/5

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Email/web presence:

brian@castle-investments.com

www.castle-investments.com 5/5

Verdict:

The adviser delivered some helpful information during the brief telephone conversation.

30/35

Provider:

Post Office Money

Speed of response:

Time of call: 2.33pm. Answered by an automated machine. The shopper was transferred to a representative within one minute 30 seconds. 3/5

Telephone manner:

Very friendly. 5/5

Relevant qualifications:

The representative said she was not qualified to offer advice. 0/5

Payment method:

Varies – on a case-by-case basis. 3/5

Guidance given:

The representative said that lender only considers applications made by self-employed individuals with three years' trading history. 3/5

Knowledge:

Good knowledge of the firm’s criteria, but difficult to gauge her knowledge of the wider mortgage considerations because once the shopper mentioned he was self-employed, the conversation came to an abrupt halt. 3/5

Email/web presence:

www.postoffice.co.uk/mortgages/lending-criteria 3/5

Verdict:

The representative response was inherently limited from the start – given the lender’s criteria for self-employed borrowers. However, her approach to the conversation was commendable.

20/35