Advice and Guides to improve your finances

Our Perfect ‘Mystery Shopper’ Score

Question:
This week the mystery shopper is in the North London borough of Barnet. He is seeking advice on how to protect his family in the event of his death or incapacitation. He has a wife, who has recently left work, and two school-age children. The only protection he has – apart from his company’s pension scheme benefits – is £200,000 life cover as protection for a £200,000 mortgage.
Adviser (independent): Phillip Masters Independent Financial Advisers, 37 Lodge Lane, Finchley, Barnet, London, N12 8JG

SPEED OF RESPONSE: Time of call: 1.07pm. The call was answered after two rings by an administrator, who quickly put the shopper through to the adviser Phillip.

5/5

TELEPHONE MANNER: Friendly and courteous.

5/5

RELEVANT QUALIFICATIONS: Level four diploma.

5/5

PAYMENT METHOD: First hour free, then payment by commission on protection products.

5/5

GUIDANCE GIVEN: The adviser took time to establish the shopper’s financial situation, including asking about company pension benefits (which no others did). He asked if the shopper had a will. Then he took the shopper through the implications of options such as increasing life cover, critical illness and income protection, but was careful not to be prescriptive.

5/5

KNOWLEDGE: The adviser was clearly highly experienced, and was able to illustrate points with examples of how he had assisted clients.

5/5

EMAIL/WEB PRESENCE: phillip@pensionsuk.co.uk – www.pensionsuk.co.uk

5/5

VERDICT:  Shopper’s choice – A friendly, approachable manner backed by considerable experience. The shopper did not feel that he was being sold to.

TOTAL SCORE: 35/35

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