Dear Hannah, Thank you for taking the time to leave us a review. I couldn’t locate your record initially, as you were on our old system, and your purchase fell through in January 2022. What happened to you was really unfair, but as discussed with you at the time, it was not our decision to make. As soon as your offer was agreed, we halted all viewings and kept you updated on the sellers’ progress in securing an onward purchase. Unfortunately, they faced significant challenges, often losing out on properties due to bidding wars. Over time, they noticed that the types of properties they wanted to buy had significantly increased in price since accepting your offer. About three months into the sale, the sellers received a letter from a couple prepared to offer over £350,000 for their property. This was a substantial amount for them, enabling home improvements and early retirement. They asked us to see if you could match this offer. You increased your offer, but understandably, could not match the new amount. Consequently, the sellers chose to proceed with the higher offer. I know how upsetting this was, but it was ultimately the sellers’ decision, and as their agent, we had to respect their choice. We discussed this with you in detail and empathized with your situation. Throughout the process, we did not lie to you or show the property to anyone else after your offer was accepted. The negotiations with the other buyer were handled directly by the sellers. We explained at the time how sorry we were and are saddened that you now feel we had no compassion and didn’t care. We tried our best to help you find another suitable property and booked you in for two viewings after your purchase fell through, which you decided to cancel. During this period, you did not express any further concerns with us other than being understandably disappointed and upset, a sentiment we shared. I’m not sure what prompted this review now, as we haven’t had any further dealings with you since 2022 via email or phone. Therefore, I don’t understand your comment about us prioritizing social media over answering the phones. I sincerely hope that you have since managed to buy a new home and that you are happy and settled there.