Selling a home is one of the most stressful and emotional periods of time in anyone’s life. Not only is this the biggest financial event for most people, the sales process can often be drawn out over a number of months with a number of obstacles to navigate. The first stage of listing your property for sale is usually filled with a nervous excitement. Excitement looking forward to the next stage of your life, but nervousness and apprehension as to whether people will want to purchase your property and for the price you require. Having an emotional attachment to your property will always tell you that everyone will love your home, and within days there will be a bidding war from potential purchasers. This very rarely is the case however, with the average time on the market in for Bournemouth over the last year being 162 days – that’s over 5 months! Once you have your buyer you are of course overjoyed! Unfortunately this is not the end of the process – and this can often be the most stressful time. Solicitors are instructed, mortgage companies involved and queries get raised. This can take around 3 months to get to exchange – the point of security and assurance that the sale is going to go through. But no sale is guaranteed, and unfortunately buyers do pull out for various reasons and chains collapse. I am really sorry that you feel we have not matched your expectations in the sale of your property Duncan. We have discussed in private about how hard we worked to secure the sale of your property despite a number of issues including a potential buyer falling through. The 32 viewings we arranged for your property is more than average to get your property sold, but we persisted until the end to secure the sale and price you wanted. You very kindly explained a few areas where we failed to meet your expectations and I would like to thank you for your honest feedback which allows us to further develop and improve our service. Ultimately as agents we can discuss, negotiate, influence and advise but as the vendor you ultimately make the decisions. Despite our regular communication and advice about the unsuitability of the original purchaser, you took the decision to pursue the offer and ultimately the deal fell through. We are delighted we achieved the sale you wanted, but disappointed that we were unable to deliver the service you had expected from us - and of course disappointed that you chose to withhold our agreed commission for the sale of your property despite working extremely hard to get you the sale. We have been open and honest with you throughout the whole process and after investigating your complaint do not believe we have been at fault at any stage. I have given you the relevant details should you wish to pursue your complaint, and you are welcome to contact me should you need to discuss this any further.