Thank you for taking the time to leave a review. I'm sorry to hear you felt the experience you received warranted a 1 star review. Customer service is extremely important to us and your custom is highly valued. All the best, Jeremy Collins – Director

Thank you for taking the time to leave a review. I'm sorry to hear you felt the experience your grandson received warranted a 1 star review. Customer service is extremely important to us and his custom is highly valued. I can understand that this situation must be very frustrating, and after speaking with my colleagues in our Cleveleys branch, I can confirm that this is very frustrating for them too. They have worked hard to arrange the sale of this property and have been in regular contact with the solicitors to try to progress the sale, as have the solicitors we recommend. At this stage this is now a matter for the respective parties solicitors and we can no longer influence the sale. For this reason I do feel your review is unfair to our fantastic branch team who have done everything within their power to help your grandson to find the right property and to try to resolve the situation. We very much hope that the vendors solicitors are in touch shortly and that this matter is resolved quickly for your grandson. Kind regards, Jeremy Collins - Director

Thank you for taking the time to leave a review. I'm sorry to hear you were somewhat disappointed in the experience. Customer service is extremely important to us and we always strive to operate with the safety of our customers at heart. I think it's valuable to outline what our procedures with regard to viewings are, and why we are continuing with these procedures when many agents seem to have returned to pre-Covid operating practices. Our process is as follows: All initial enquiries to view are provided with a virtual video tour which is received within minutes of the request. The virtual viewing is followed up and feedback obtained, this is extremely valuable to the owner of the property. If somebody wishes to then book a physical viewing we will ascertain if they are ready to proceed. A Mortgage agreement or financial qualification is then required to put the buyer in the best possible position to offer, along with acting solicitor details. The viewing can then be arranged. Unfortunately, we still receive many requests to view properties from individuals who have no intention of buying said property. To keep our staff and customers safe we have chosen to continue with a process that will allow us to limit the amount of people that physically view to just genuine buyers. If the person viewing the property wishes to make an offer we would require a proof of funds at this stage in any event. Kind regards, Jeremy Collins – Director

Thank you for taking the time to leave a review. I'm sorry to hear you were somewhat disappointed in the experience. Customer service is extremely important to us and we always strive to operate with the safety of our customers at heart. I think it's valuable to outline what our procedures with regard to viewings are, and why we are continuing with these procedures when many agents seem to have returned to pre-Covid operating practices. Our process is as follows: All initial enquiries to view are provided with a virtual video tour which is received within minutes of the request. The virtual viewing is followed up and feedback obtained, this is extremely valuable to the owner of the property. If somebody wishes to then book a physical viewing we will ascertain if they are ready to proceed. A Mortgage agreement or financial qualification is then required to put the buyer in the best possible position to offer, along with acting solicitor details. The viewing can then be arranged. Unfortunately, we still receive many requests to view properties from individuals who have no intention of buying said property. To keep our staff and customers safe we have chosen to continue with a process that will allow us to limit the amount of people that physically view to just genuine buyers. If the person viewing the property wishes to make an offer we would require a proof of funds at this stage in any event. Kind regards, Jeremy Collins – Director

Thank you for taking the time to leave a review. In difficult circumstances our Cleveleys team have worked hard to ensure you successfully sold your property in 4 weeks. From that point on your sale proceeded smoothly and so you were only contacted when necessary. Given the circumstances I do think that you have judged the team rather unfairly. We did not receive any communication from yourself to suggest that you required any further assistance. We pride ourselves on offering exceptional customer service and our hard working team are always available to assist our clients. If you wish to discuss this further or require any further support our branch team would be delighted to hear from you. We wish you all the best in your new home. Kind regards, Jeremy Collins - Director

Thank you for taking the time to leave a review. I'm sorry to hear you were somewhat disappointed in the experience. Customer service is extremely important to us and we always strive to operate with the safety of our customers at heart. I think it's valuable to outline what our procedures with regard to viewings are, and why we are continuing with these procedures when many agents seem to have returned to pre-Covid operating practices. Our process is as follows: All initial enquiries to view are provided with a virtual video tour which is received within minutes of the request. The virtual viewing is followed up and feedback obtained, this is extremely valuable to the owner of the property. If somebody wishes to then book a physical viewing we will ascertain if they are ready to proceed. A Mortgage agreement or financial qualification is then required to put the buyer in the best possible position to offer, along with acting solicitor details. The viewing can then be arranged. Unfortunately, we still receive many requests to view properties from individuals who have no intention of buying said property. To keep our staff and customers safe we have chosen to continue with a process that will allow us to limit the amount of people that physically view to just genuine buyers. If the person viewing the property wishes to make an offer we would require a proof of funds at this stage in any event. Kind regards, Jeremy Collins – Director

Thank you for taking the time to leave a review. I'm sorry to hear you felt the experience you received warranted a 1 star review. We are reopening our branch services through seven area branches, staffed by members of the FH team and supported by home working members of the team. We ask at this time for your patience as we do this and adapt and introduce work arounds to our normal exceptional customer service so as to adhere to the safety guidelines. We would still like to assist you with your property matter, if you would be willing to expand on your review our branch team would be grateful to hear from you at blackpool@farrellheyworth.co.uk This will help us to identify the difficulties our customers may be experiencing so we can return to our normal exceptional customer service standards as quickly as possible. Kind regards, Jeremy Collins - Director

Dear Hannah, Thank you for your feedback. I am delighted that you found Sam and Simon to have been very helpful but I agree that your poor experience with one of our members of staff was unacceptable. As you say, it is right and safe for all concerned that bookings for a viewing are done through the office but we could have been more accommodating once you had contacted us. We should have called our member of staff onsite once you had spoken to the office rather than expect you to introduce yourself. I have organised retraining to prevent this from happening again. Kind Regards, Chris Heyworth - Director