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The shopper's deal with Northern Rock is due to come to an end in October. The shopper is concerned they will not be able to afford the increase in monthly repayments and wants to know whether it would be best to sell up or if repayments could be reduced.

Tee Financial Plc

Bishops Stortford, CM23 3BT

www.teefinancial.com

Speed of response: Time of call: 10.39am. The call was answered by a friendly receptionist who transferred the shopper to an adviser.

Rating: 3/5 stars

Telephone manner: The adviser had a friendly and approachable manner that put the shopper at ease. They seemed very keen to help the shopper out with their query.

Rating: 5/5 stars

Qualifications: The adviser was an independent financial adviser specialising in mortgages, investments, inheritance tax and equity release and held a diploma in financial planning.

Rating: 4/5 stars

Payment method: By fee or commission.

Rating: 3/5 stars

Guidance: Speaking in August, the adviser said it would be difficult to give precise advice at this time as rates could decrease. She asked the shopper to fill out a questionnaire about their mortgage and needs. She said she would try to find the lowest cost mortgage possible. She said if the shopper was considering selling they may have to pay a penalty. The adviser said it was very important to consider affordability before extending the mortgage term.

Rating: 2/5 stars

Knowledge: The adviser appeared to have a solid knowledge of the mortgage industry, although this could not be properly gauged as little advice was given over the telephone.

Rating: 3/5 stars

Verdict: The adviser was friendly, talkative and reassuring however the shopper did not gain much information from this initial telephone call. The adviser seemed too focused on the questionnaire and the shopper would have liked to have been given some more options.

Rating: 21/30 stars

Howlett Reid Hutchinson

Great Dunmow, CM6 1DA

www.hrh-ifa.co.uk

Speed of response: Time of call: 10.49am. The shopper's call was answered after three rings and passed on to an adviser.

Rating: 3/5 stars

Telephone manner: The adviser was polite and professional but not overly talkative.

Rating: 3/5 stars

Qualifications: The adviser said he was an IFA but specific qualifications were not discussed.

Rating: 2/5 stars

Payment method: By fee or commission.

Rating: 3/5 stars

Guidance: The adviser explained what rates may be available to the shopper in the current market and what impact this would have on their monthly repayments. He suggested if the shopper was worried about meeting their repayments once they could switch to an interest-only mortgage and revert back to capital repayment when they had a greater income. He suggested the adviser approach Northern Rock initially to see what deals they offered existing customers but urged if the adviser needed further advice they could call again or arrange a face-to-face meeting.

Rating: 4/5 stars

Knowledge: The adviser had a good current knowledge of the market and mortgage rates and was able to work out for the adviser how much more they could potentially have to pay each month.

Rating: 4/5 stars

Verdict: The shopper was impressed by the adviser's knowledge of the market and by the options given to them. The shopper also appreciated the adviser told the shopper to go to their existing lender first, rather than pushing for a meeting straight away. He seemed happy for the adviser to call again if they had any further questions.

Rating: 19/30 stars

Loring Walls Financial Services

Harlow, CM17 0LP

www.loringwalls.com

Speed of response: Time of call: 11.39am. The call was answered after four rings by the adviser.

Rating: 4/5 stars

Telephone manner: Polite, friendly and patient, the adviser put the shopper at ease.

Rating: 5/5 stars

Qualifications: The adviser said he was an independent adviser who specialised in mortgages, pensions and lifecover.

Rating: 3/5 stars

Payment method: The initial meeting would be free and then the shopper could choose to pay by either fee or commission.

Rating: 2/5 stars

Guidance: What rates were currently on offer and how much more the shopper may have to pay each month once they remortgaged was explained. He discussed a range of options that could help the shopper reduce their outgoings. This included the option of remortgaging to an interest-only deal for two years until interest rates had decreased or the shopper's income had risen.

Rating: 4/5 stars

Knowledge: The adviser had a solid knowledge of the market and was able to patiently explain different options to the adviser in an easy to understand way.

Rating: 5/5 stars

Verdict: The shopper felt immediately at ease with this adviser, who had a sympathetic manner and seemed to genuinely care about the shopper's situation. The adviser spent a great deal of time on the telephone with the shopper explaining their options, without pushing for a second meeting. The adviser was patient and was able to communicate the information without confusing the shopper or using too much jargon.

Rating: 23/30 stars