Good knowledge of mortgage markets and friendly advice over phone. Communication by email was generally poor. After what seemed an age going back on forth on providing self assessment statements due to lack of clarity on what was actually required. Only one or two mortgage rates and options would be communicated at any given time leading to lots of back and forth to explore all the costs and options, with all the questions being driven by myself rather than forthcoming from GHL. In my past experience with other providers, all of this would be clearly summarised in one email. This meant that the mortgage process took a long time. It was also not made clear at the start of the engagement that GHL could not offer rates directly with the banks. The terms of business were not shared on initial contact. Leading to me find rates on the internet which were better than GHL could offer. Even now I am unclear whether the £495 I paid for my buy to let mortgage offer gives me lifetime membership with GHL.