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The shopper's mother is approaching retirement and is considering the possibility of equity release as a means of supplementing her income. She moved to Ipswich five years ago, which is the last time she had her house valued.

Williams Farrall Woodward, Ipswich, IP1 3HT

www.wfw.co.uk

Speed of response: Time of call: 12.18pm. The call was answered after two rings by a polite receptionist, who passed the shopper to the adviser.

Rating: 3/5 stars

Telephone manner: The adviser was taken aback because he initially thought the shopper was a marketing call. He soon was polite and friendly.

Rating: 2/5 stars

Qualifications: The adviser mentioned he had the specialist qualifications needed to give advice on equity release but did not elaborate.

Rating: 2/5 stars

Payment method: Unprompted the adviser said he charged a fee and did not work on commission. He said however they received commission whether they liked it or not and used this money to offset against the client's invoice.

Rating: 3/5 stars

Guidance: He asked whether the shopper's mother wanted a lump sum or an income. Regarding the current housing market, he said it was irrelevant and told the shopper his mother should do what suits her at the moment and what would work for her today. The adviser stressed equity release should be a last resort.

Rating: 3/5 stars

Knowledge: There was no doubt the adviser knew a lot about equity release but he did not go into too much detail on the telephone.

Rating: 3/5 stars

Verdict: Professional and friendly, the adviser covered all the important areas and explained clearly how he expected to be paid.

Rating: 16/30 stars

Clayden Financial IFA, Ipswich, IP8 3LY

www.claydens.com

Speed of response: Time of call: 12.31pm. A receptionist picked up the call after one ring. The line was not very good but she put the shopper on hold and quickly transferred him to an adviser.

Rating: 3/5 stars

Telephone manner: The adviser was very calm, polite and professional on the telephone. He spoke clearly and concisely.

Rating: 4/5 stars

Qualifications: The adviser mentioned how he was appropriately qualified. He did not go into any further detail.

Rating: 2/5 stars

Payment method: When asked the adviser said the initial meeting would be free and if the shopper decided to go forward the adviser was usually paid commission by the lender.

Rating: 2/5 stars

Guidance: There were plenty of well known providers who could be trusted, the adviser said. He said lifetime mortgages were similar to ordinary mortgages and were usually tailored to suit the individual involved. The adviser stressed the importance of meeting the shopper's mother and other family members.

Rating: 4/5 stars

Knowledge: The adviser came across as very knowledgeable.

Rating: 4/5 stars

Verdict: The adviser was extremely helpful, friendly and knowledgeable. He was very easy to talk to and gave the shopper decent advice and volunteered all necessary information.

Rating: 19/30 stars

Executive Financial Planning, Ipswich, IP6 0LW

www.e-f-p.co.uk

Speed of response: Time of call: 12.47pm. A receptionist answered the call after two rings and transferred the shopper to an adviser. The shopper was cut off but called back and got through to the adviser.

Rating: 3/5 stars

Telephone manner: The adviser seemed very laid back and confident on the telephone. He was friendly and polite.

Rating: 4/5 stars

Qualifications: When prompted the adviser said he was a qualified mortgage adviser and had relevant equity release qualifications.

Rating: 1/5 stars

Payment method: The initial meeting would be free. After that remuneration would either be by fees, commission from the lender or both.

Rating: 3/5 stars

Guidance: He said equity release should be the last resort. He explained home reversion plans and gross roll up plans. The adviser offered home visits and said he preferred to have a meeting with the entire family involved because of issues surrounding inheritance.

Rating: 4/5 stars

Knowledge: The adviser was clearly confident of his knowledge in the sector but did not tell the shopper much on the telephone and instead gave a brief overview.

Rating: 3/5 stars

Verdict: The shopper said all the right things and was keen to meet with the shopper's mother and family. He was friendly and told the shopper to feel free to call him with any queries at any time.

Rating: 17/30 stars