Thank you for your feedback. We’re sorry to hear that you feel dissatisfied with your experience. As part of a long and complex chain involving multiple parties, our role was to work towards a completion date that suited all parties and to keep the transaction progressing. Inevitably, this required regular communication with everyone involved, including solicitors, and estate agents, to try and avoid further delays for the wider chain. We take professionalism very seriously and do not recognise the characterisation of our conduct. Throughout the process, we remained focused on progressing matters in what had already been a significantly extended timeline. Regarding key collection, we always aim to follow agreed procedures and will review this point internally to ensure standards are consistently met. We appreciate that property transactions can be stressful, particularly in longer chains, and we wish you all the best in your new home.