We had a shaky start with John Charcol due to staff turnover. Considering we were very advanced into the process, we suddenly had to start all over again due to two of the staff that were dealing with our case leaving. The most frustrating thing was being asked, by different people, for every single document and information that we had already submitted. However, once one of the agents became our only key contact everything worked very quickly. It is a shame that we experienced the frustration at the beginning because once Louise Onn took responsibility for the process, it was plain sailing.