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The shopper is a first-time buyer who has inherited £10,000 to use as a deposit on a flat. The shopper earns £18,000 a year and is moving to Worcester for work reasons. He has £300 owing on his credit card and has found a flat in Worcester worth £110,000. The shopper is wondering whether he would be able to get a mortgage and be able to buy this property.

English Mutual, Worcester, WR1 1HD

www.english-mutual.co.uk

Speed of response: Time of call: 10.49am. The call was answered after three rings by a professional and polite receptionist who transferred the shopper to an adviser after a brief spell on hold.

Rating: 3/5 stars

Telephone manner: The adviser was polite, friendly and professional. He came across as relaxed and interested in helping the shopper.

Rating: 4/5 stars

Qualifications: The adviser said he was fully independent and he advised on the whole of market. He did not however talk about his specific qualifications.

Rating: 2/5 stars

Payment method: The adviser said he would usually charge a fee, but not for a first-time buyer. He accepted commission from the lender.

Rating: 4/5 stars

Guidance: The adviser asked the shopper relevant questions such as how much of a deposit he had, what price range he was looking at and what his income was. He advised the shopper to avoid new build flats, as lenders believe they are over valued and tended to ask for a 25 per cent deposit. He explained the current crisis and lack of products and suggested the shopper wait for a few months to see where the market was headed. The adviser told the shopper his income could prove problematic as he was looking to find a loan of about five-times salary. The adviser also asked about the shopper's credit history and touched on the current dual pricing issues.

Rating: 4/5 stars

Knowledge: The adviser demonstrated an extensive knowledge of mortgages and offered the shopper relevant advice.

Rating: 4/5 stars

Verdict: The adviser was friendly and personable and seemed interested in giving the shopper sound advice. He was relaxed and approachable. The adviser invited him to call back for any further advice. He seemed genuinely interested in helping the shopper in any way he could rather than just selling a product.

Rating: 21/30 stars

Merlin Financial Services Limited, Worcester, WR1 1JA

www.merlinfs.co.uk

Speed of response: Time of call: 11.00am. A receptionist answered the call after two rings, asked a couple of questions and transferred the shopper to an adviser after a short while on hold.

Rating: 3/5 stars

Telephone manner: The adviser sounded very friendly and laid back on the phone, which put the shopper at ease.

Rating: 4/5 stars

Qualifications: Although the adviser admitted he did not specialise in mortgages, he said he was fully qualified to give mortgage advice but did not elaborate on these qualifications. He also said he was independent.

Rating: 3/5 stars

Payment method: The adviser said he tended to charge his clients an annual fee so they could come and seek advice at any time. He offered the shopper free initial guidance.

Rating: 3/5 stars

Guidance: The adviser reminded the shopper out of the deposit money would have to be deducted to cover other costs such as valuation and solicitors fees. The adviser said with the shoppers' deposit he was looking at getting a 95 per cent loan-to-value, which was unlikely at the moment. He said the shopper's credit card would not be an issue but getting a loan of five-times salary was difficult. The adviser suggested looking at a part-purchase of a new build flat, where the shopper bought half of the property and rented the other half until they were able to afford the rest.

Rating: 4/5 stars

Knowledge: Despite initially telling the shopper mortgages were not his speciality, the adviser still seemed to have a lot of advice to offer on the subject and clearly knew what he was talking about.

Rating: 4/5 stars

Verdict: The adviser put the shopper at ease and had plenty of advice to offer despite it not being his preferred field. He gave the shopper his mobile phone number and told him to call any time if he needed to know anything else or wanted to arrange a meeting. The adviser was very keen to help the shopper with his enquiries and was very friendly.

Rating: 21/30 stars

Britannic Place Financial Management LTD, Worcester, WR2 5LN

www.britannicplace.co.uk

Speed of response: Time of Call: 11.17am. The call was picked up by the adviser after four rings.

Rating: 4/5 stars

Telephone manner: The adviser came across as polite and professional, but a little unsure as to whether he was the right person to offer advice on mortgages.

Rating: 3/5 stars

Qualifications: The adviser did not mention his qualifications, although he said he did not specialise in mortgages and depending on the complexity of the case he usually would refer a mortgage case to someone else.

Rating: 1/5 stars

Payment method: The adviser told the shopper if he wanted him to press on and research various mortgages, he would charge the shopper a small fee to make it worth his while.

Rating: 1/5 stars

Guidance: Although authorised to give mortgage advice, the adviser did not do so on a regular basis and was cautious as to whether to give the shopper advice or refer him on. He explained normal loans at the moment were about four-times salary. Considering the shopper's income, deposit and house prices, the adviser was not sure if this was the right time for him to be buying. He did not want to put the shopper off too much but suggested he held off for a few months.

Rating: 3/5 stars

Knowledge: The adviser said he did not specialise in mortgages and as the market was changing everyday it had to be constantly monitored to give appropriate advice, so he might not be the man for the job.

Rating: 2/5 stars

Verdict: The adviser was very pleasant and polite. Even though he was not a specialist, he was very helpful.

Rating: 14/30 stars