"Criticism over which funds to choose is a little unfair - they are an "execution only" broker after all, just like TDW (unless you want to pay for an advisory service). It is always a case of DYOR and you shouldn't act only on their pushy advertising or "recommendations"."
As I understand it, IFAs are entitiled to upfront or trail commission because they have provided advice. In HL's case, the advice IS their advertising and recommendations.
It is interesting that most comment on here veers towards using HL for the lucrative unit trust buys and someone else for the more difficult equity buying. I incline to using someone who serves me well in the difficult area for everything, it seems unfair to give the cream to the fat cats and the low margin business to those who work much harder for their money. Unit trusts are priced once a day and buying them on behalf of retail customers is a piece of cake. A proper system for share dealing is far more expensive, which is probably why HL charge more for it.