Deeply Disappointed – Unprofessional and Immoral Conduct I recently made an offer on a property listed at £750,000 through this agency, and unfortunately, the experience was nothing short of appalling. After a few initial emails, the vendor responded with a counteroffer that I accepted late on a Friday afternoon. I followed up the next morning only to receive an out-of-office reply from the agent, stating they were on holiday for six days—with no prior notice or handover to a colleague. I was left completely in the dark. After the bank holiday weekend, I contacted the office on Tuesday. The staff member I spoke to had no knowledge of the property or my offer, but promised a call back. That call finally came on Thursday, from the same individual, who informed me that another buyer had viewed the property and submitted a higher offer. I was asked if I’d like to increase mine. I was stunned, especially since I had already agreed terms with the seller. I expressed my dissatisfaction, only to be told that while this practice—commonly known as gazumping—isn’t illegal, it may be considered “immoral.” Despite my frustration, I was again asked if I wished to raise my offer. Under pressure and seeing little alternative, I reluctantly increased my offer significantly the next day. It was accepted, and I was informed the property would be taken off the market. While preparing the necessary documents, I received a dismissive and condescending response from the manager, Matthew, regarding my formal complaint. Rather than addressing my concerns or offering an apology, he simply reiterated that they had followed procedure and expressed delight that my higher offer was accepted. Still unsettled by their handling of the situation, I emailed Matthew again, expressing serious concerns about continuing with the purchase. To my shock, I received a reply stating there was no longer a need for me to decide—because the vendor had opted to proceed with another buyer and the property was now sold (subject to contract). Twice my offers were accepted, and twice I was left blindsided. This agency demonstrated a complete lack of professionalism, transparency, and empathy throughout. They seemed more interested in playing games than in supporting serious buyers through one of the most significant financial and emotional decisions they’ll ever make. I will never do business with this agency again and would strongly caution others to think twice before engaging with them. The service was dreadful, and the attitude throughout was disturbingly cavalier.