Hello Kate. Thank you for your review. I note we found you a buyer for your property with an offer you accepted back in November 2018, so I am surprised by your review at this stage. I note that we are already moving through official channels to help resolve your complaint and are doing everything we can to resolve this to a satisfactory conclusion through our governing body and an independent assessment. I would like to make clear that the members of staff you dealt with in 2018 are no longer with the company, and your assessment is not a reflection of the staff we currently have. This in no way detracts from your obvious disappointment in the service we provided back in 2018, but it is worth noting so that current members of staff that are not responsible for your experience don't receive an unfair review. Kind regards, Bradley.