Dear Andrew, Just to correct a few points to allow readers a balanced view and to draw their own conclusions accordingly. We remain very sorry that you weren’t happy with the property at handover. This underlines the importance of viewing several times before proceeding. We as agents do not regularly visit property once sold STC and aren’t aware of any changes in condition. Conveyancers recommend a final viewing prior to completion as there is no way to know whether damage has occurred in the period between initial viewing and completion. We haven’t seen evidence of damage either. As you were unhappy and we didn’t agree we were at fault, we used the ombudsman service of which we are members to adjudicate. After review they suggested an informal early resolution agreement. We both accepted this - meaning there was no formal finding, and no admissions of error from either of us. On our part, it was commercially sensible to conclude things at this stage rather than expending further time, and we felt it was better for everyone involved. We believed you had added 2 reviews on google about this event and you admitted both were associated with you. As we had said in our replies to them, our issue was not the initial review - We support the concept of reviews because as with us, good businesses have a high proportion of 5 star reviews. We felt that the addition of this second review was malevolent of you at the time and we asked you to remove one of them. They were both removed just prior to the adjudication, perhaps so that they didn’t prejudice you. All this said, we are glad that the matter is now resolved. For our part, in future we’ll stress the absolute importance to buyers that they must be diligent and make the effort to arrange a final viewing every time.