Thank you for taking the time to leave such a detailed review, Simon, although we’re genuinely sorry to hear that parts of the experience didn’t meet the standard we set for ourselves. We always appreciate honest feedback (even when it stings a little!) as it helps us improve. For balance, it’s worth sharing a little context for anyone reading: Your property had previously been on the market with Savills for just over 180 days without a sale, and we were proud to be instructed as the second agent. Using the same asking price, our marketing generated interest from five separate buyers, ultimately securing an offer at 98% of your asking price — a result we consider excellent in the current market. During the transaction itself, we recorded over 30 direct contacts with you via phone, email and text, including several out-of-hours updates when we were helping you secure your onward purchase. We completely accept that there were moments where our communication didn’t land as well as it should have, and we’re already working on tightening those processes. That said, we are genuinely pleased that we achieved the most important outcome: getting you successfully moved, which, after all, is exactly what you instructed us to do. We’re happy to hear you had a great experience with Savills during your onward purchase, Melissa is lovely (we’re fans too!). And while they gifted you a very nice hamper, we’re still convinced the best present we could give you was the buyer who bought your home. Thank you again for the feedback, and we wish you and your family all the very best in your new home.