Dear Mr Chandler Please accept my sincere apologies for the oversight leading to our non-attendance for the purposes of valuing your property at the arranged time. A technical issue within our software omitted the appointment from our diary and our valuer was not aware of this until receiving your call 15 minutes after the arranged time. Unfortunately, due to this anomaly and other appointments subsequently arranged, it was no longer possible for us to attend that afternoon and my colleague apologised for our oversight and offered to rearrange the appointment on another day. We fully understand this was not acceptable to you as you were due to travel the following day and once again, I can only apologise for the inconvenience this has caused you. We did also send you an email at 14:23 on August 9th to apologise in writing. This is a very rare occurrence as we pride ourselves on the quality of our customer service which is usually of the very highest standard. Yours sincerely Jeremy Prosser Managing Director