Hi Tom, Thanks for your feedback – we’re pleased to hear you found our front-of-house team helpful. On access for trades, our Sales Manager offered to meet contractors outside her usual working hours so that quotes could be obtained, and we weren’t made aware that this was causing delays. Regarding the damage identified after your survey, the seller initially declined to contribute but later confirmed they were open to discussing repairs or a price adjustment. By that point, you’d already moved forward with another property. We appreciate the frustration around the reservation fee. The SecureMove™️ agreement is designed to protect both parties by giving buyers exclusivity and reducing fall-throughs for sellers. In this instance, the circumstances didn’t meet the criteria for a refund under the terms agreed. It’s also worth noting that with a traditional sale, you would ordinarily also lose search costs (typically around £300) when withdrawing. Thank you again for sharing your comments. We’ll continue to review and improve our processes wherever we can. Warm regards, Redbrik.