Amy Kadir, Mortgage Broker, St Albans scored 31/35 when the mystery shopper from FT Adviser recently called Lonsdale Mortgages for mortgage advice. Lonsdale Mortgages scored full marks for:
• speed of response,
• telephone manner,
• relevant qualifications,
• payment method
• email/web presence
In summary the mystery shopper said: ‘The adviser offered some helpful information, and her notably friendly approach to the conversation helped to put the shopper at ease.’ To read the full mystery shopper summary visit the FT Adviser website.
Each week the FT Adviser uses a mystery shopper to get advice from independent and tied advisers across the UK to determine whether advisers are providing a good service at the first telephone contact point between the client and adviser. Recently the mystery shopper visited Hertfordshire and called some companies offering mortgages, including Lonsdale Mortgages.
Amy Kadir, Mortgage Advisor St Albans, and a member of the St Albans mortgage broking team said:
‘The St Albans mortgage broking team are really pleased with the FT Adviser’s mystery shopper review. We work hard to always offer the best possible independent mortgage advice, and we really appreciate when this is recognised externally. We’re especially pleased that we scored full marks on our speed of response and telephone manner as we try and offer the best possible client service at all times, which is reflected in our client testimonials
Simon Hawker, Managing Director and independent financial adviser at Lonsdale Services, St Albans, said:
‘We are delighted at the mystery shopper score that Amy Kadir, Lonsdale mortgage broker St Albans achieved. At Lonsdale Services client service is important to us, which is why our Lonsdale Mortgages team have their own customer charter. In 2014 we were delighted when Simon Armstrong, Lonsdale Services independent financial adviser, St Albans, scored 32/35 from the FT Adviser Mystery Shopper for his independent financial advice. The FT Adviser’s verdict on Simon Armstrong was: ‘The adviser was friendly and very personable, something the shopper felt her elderly parents, who are a bit wary of taking financial advice, might appreciate.’