From the beginning Cathy was hard to reach. We have been working with her for five months now, without success, and have given up. She doesn't answer her phone, instead you get a recorded message to send her an email. Except that she doesn't give her email address! She said right away that our best route for refinancing would be to roll over with the existing lender ... but never told us the endless series of additional information that would be needed. Her excuse always was "they've never been this bad", or "I didn't know they would ask for this". Surely a professional broker should verify what is needed, tell us, check it's all in order, and proceed to the finish, not muddle through hoping for the best. I used John Charcol for my first property years ago and had great service ... now I will think twice before using them again.