Hi, We’re sorry to read your review. Unfortunately, despite everyone’s best efforts, the chain did unexpectedly collapse very close to completion, which understandably left you in a difficult position. We're pleased you were able to proceed with your onward purchase through the part-exchange option, although we appreciate this wasn’t the route you originally hoped to take. With regard to the charges mentioned, we always aim to be fully transparent. The withdrawal fee you refer to forms part of the agreement signed at the outset and is designed to reflect the time, work and costs involved in selling a property. In addition, the upfront fee you initially paid was a marketing fee which covers professional photography, floor plans and getting your property listing ready for sale which were all completed to ensure your home was presented to the market to the highest standard. As you were on our legal-inclusive package, your legal costs for the sale progression up to that point were also fully covered, meaning you were not charged for the legal work that had already been undertaken on your behalf. We do genuinely regret that your sale didn’t progress as planned and that your experience led you to feel this way. We are always open to discussing concerns directly and remain happy to speak with you further should you wish to do so. Kind regards, The Redbrik team