GWlegal were selected/recommended by Age Partnership and we would have hoped this came with subject matter expertise and a joined-up approach but neither of these were the case. The solicitor that conducted the home visit repeatedly had to call the office to answer our questions. It was also astonishing that the email that the solicitor used to transfer documents was personal and not a business one. Surely this is a breach of security and possibly GDPR too. When arranging the home visit the solicitor was asked repeatedly what evidence was required to prove identities and told that nothing was required of Edward Markham because his daughter Kerry was acting on this behalf. Then when actually meeting, we were told that birth and marriage certificates were required for Edward. We told the solicitor in advance that Margaret and Edward had no photo ID, and this was acknowledged, only for this to be repeatedly demanded when in person. Not being told in advance, and in reality, the things being agreed in advance were changed, caused undue stress and delays. The solicitor also asked for buildings insurance, which was supplied during the home visit, which was deemed acceptable only for things progressing so slowly that the insurance actually got close to elapsing and GWlegal/Canada Life then insisted that the insurance was renewed early and a new round of paperwork had to be submitted. If the original submittal was dealt with in a timely manner then this would not have been unnecessary. Throughout the equity release process, time has always been critical. We found the lack of pace and lack of feedback on progress especially stressful and frustrating.