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Having to relocate at the end of the year for work reasons, the shopper is thinking about buying a house with his partner in Manchester. They are both first-time buyers, both work in the hospitality industry and earn a combined income of £40,000. Other than £300 on a credit card they have no other debts. They have saved a deposit of £5000. Amid the current credit crunch the shopper is concerned about the likelihood of being given a mortgage.

Millgate Insurance Brokers Limited, M60 4ES

No web presence

Speed of response: Time of call: 11:14am. The call was picked up after four rings by a polite and professional receptionist, however the shopper had to hold for a quite a while before being connected to an adviser.

Rating: 3/5 stars

Telephone manner: The adviser was authoritative and although seemed a bit stern to start off with, was extremely professional.

Rating: 4/5 stars

Qualifications: The adviser explained she was fully qualified but did not go into specific details. She also said how the firm was a subsidiary of the Co-operative Group.

Rating: 3/5 stars

Payment method: As the firm operated as part of the Co-operative the adviser said she earned a salary rather than commission. However if they gave advice and the client went to another lender they would charge an hourly fee.

Rating: 4/5 stars

Guidance: The adviser gave the shopper sound and clear guidance and was helpful and kind. She explained with the shopper's salary, deposit and lack of other loans or debt, the shopper was in a good position. She said with the combined salary and with a lender offering three-and-a-half times salary, the shopper should be able to get a mortgage of about £136,000. She did however suggest the shopper err on the side of caution in the current market and did not go for a mortgage offer any more than three-and-a-half times salary. The adviser even went beyond the call of duty and offered her email address so she could offer her opinion on any areas where he might find a house to buy, so he did not jump in blind.

Rating: 5/5 stars

Knowledge: The adviser clearly knew a lot about the market and had a lot of advice to give the shopper. She asked a lot of very sensible questions and suggested the shopper try and save for a larger deposit.

Rating: 5/5 stars

Verdict: The adviser was professional, kind, friendly and extremely helpful. She warned the shopper to be cautious when shopping around for a mortgage in the current climate. She was not at all pushy but offered good advice and was willing to go beyond her role to help out the shopper.

Rating: 24/30 stars

Manson Financial Services Limited

Manchester, M2 3HY

www.mansoninsurance.co.uk/financial

Speed of response: Time of call: 11.31am. The call was answered after two rings by a rather blunt receptionist, who quickly transferred the call to an adviser.

Rating: 3/5 stars

Telephone manner: The adviser was a complete contrast to the receptionist. He had a quiet, calm tone and a polite, professional and friendly manner.

Rating: 5/5 stars

Qualifications: No qualifications were discussed.

Rating: 0/5 stars

Payment: Before any questions were asked, the adviser wanted to explain payment was made either by fee or commission and whatever the method it would be clearly put down in writing before the started.

Rating: 5/5 stars

Guidance: The adviser explained this initial conversation would be a general discussion outlining the procedures and options available to the shopper. He talked about how at the moment the shopper would need at least a 5 per cent deposit as all 100 per cent loan-to-values had gone and in the current market, products were here today and gone tomorrow. He suggested the shopper save for a larger deposit but if this was not possible he mentioned the options of using a guarantor or even get a third person involved with the mortgage. He also asked the shopper all the relevant questions in order to ascertain his complete financial situation.

Rating: 4/5 stars

Knowledge: The adviser seemed very knowledgeable and obviously had a lot experience. He was sympathetic to the fact the shopper was a first-time buyer and tailored his knowledge to keep it clear and concise.

Rating: 4/5 stars

Verdict: The adviser gave solid advice and was very professional. He wanted to explain to the shopper all about how his firm worked straight away. He had a relaxed and calm tone to his voice, which helped the shopper feel at ease. The adviser was more than willing to guide the shopper gently through what is a daunting and complicated market.

Rating: 21/30 stars

WH Ireland Group PLC

Manchester, M2 6WH

www.wh-ireland.co.uk

Speed of response: Time of call: 11.47am. The call was answered by a friendly, happy receptionist who, after a brief time on hold, put the shopper through to an adviser.

Rating: 3/5 stars

Telephone manner: The adviser was polite and professional and at the same time upbeat, friendly and keen to help.

Rating: 5/5 stars

Qualifications: The adviser mentioned how she was independent, however did not mention specific qualifications.

Rating: 2/5 stars

Payment method: When asked, the adviser said fees were not an available payment method and instead she was paid on commission.

Rating: 3/5 stars

Guidance: The adviser explained how the amount the shopper borrowed was based on income and outgoings. Based on the answers to the questions she asked the shopper, she worked out a very rough quote online of how much the shopper could borrow. She told the shopper he would need at least a 5 per cent deposit, but urged him to keep saving until he had a bigger deposit. She explained the difference between capital plus interest and interest only mortgages. She mentioned as the shopper was a first-time buyer he would have to take added expenses into account, legal fees and valuation fees and so on. Her best advice was to save for as long as possible before moving and have a bigger deposit.

Rating: 5/5 stars

Knowledge: The adviser was very good and clearly knew her stuff. She was able to explain to the shopper a lot of complicated things quite quickly.

Rating: 4/5 stars

Verdict: The adviser was friendly, professional and helpful and gave the shopper a lot to think about. She was also sympathetic to the first-time buyer, instructing the shopper to save to make life easier. She also asked for his address so she could send him her business card and some more information. All in all, a good service.

Rating: 22/30 stars