Thank you for your review. We do value all feedback and have noted your comments. We do hope you have settled into your new home. Kind regards, Mr and Mrs Washington (Directors)

Hi Phill, We have read your review and wanted to reach out to you. We have checked our phone systems and there are no voicemails from anyone with your name on Saturday. Furthermore, the few missed calls we had on that day all got a call back by our director who was working. We wanted to make sure if was our agency in Horwich, Bolton that you had called and not a 'Lancasters' elsewhere in the country? If you wanted to message us directly, please do so on hello@lancasters.property. As you can see from all of our other reviews, customer service is our top priority and so this message goes against the grain, hence we would like to know more. Kind regards

Thank you for taking your time to write us a review. As you will see from our many other five star reviews, customer service and professionalism is very important to us. Since you think we have acted in a questionable way, we have answered this by outlining exactly what occurred during this recent event where we are sorry that you missed out on a house you wanted. This is a summary of all the points we discussed with you over the phone. You were one of the first of many people to view the property in question. You submitted an offer prior to all arranged viewing taking place. At this time, we acknowledged your offer and informed the owner of your figure and position (not as you stated in your review). We explained to you that there were a number of viewings already arranged and in line with our vendor’s instructions, we were going to see out all of them before the vendor would make a decision. You were understanding of this. By the time all viewings had been conducted, we had several offers on the property. At this time, all of the offers were submitted together to the vendor for consideration. We called you out of courtesy to let you know that we hadn’t managed to speak with the owner regarding their final decision. We made the same phone call to all those that had offered and, at that time, we asked if each person’s offer was their best offer since there had been so many by that point (we weren't asking for two offers, just an understanding of your intentions). As you stated, you informed us at that time that you would be able to increase your offer but that you didn’t want to as you wanted to see the outcome of your initial offer first, which we were understanding of. As it happened, all other people who had offered confirmed that they were submitting their maximum bid. We presented the owner with a final summary of all offers and informed them specifically that you had stated you had both the ability and desire to increase but didn’t want to at that time. It was then the vendor's decision to accept an offer from someone who had submitted an acceptable bid in the outset. We asked the vendor if they would like us to go back to you and see if you wanted to increase your offer, which they declined. As we are sure you will be aware, having been involved in the property market for so long, we have a contract with our vendor and will always act on their instruction. This time their instruction was not to go into a ‘back and forth’ negotiation but to accept what they considered to be a good first bid. Again, we are sorry you didn’t like how this impacted on you but at no point have we behaved in a ‘questionable way’. This queries our integrity which we take exception to. We are an honest company who conduct business in a professional manner and will always honour our clients’ instructions. So please don’t feel sorry for the vendor, it was their decision not to engage in negotiations with you. We don't wish to engage in any further discussion regarding this but felt in the interest of balance it was important for the facts to be made clear.

Good evening. I'm very sorry you are disappointed in our service. As you can see from our other reviews, communication is a priority in our business, as is our customer service and satisfaction. In order to look into this further, please provide a name or send us an email outlining why you have left this review to hello@lancasters.property. Kind regards.