Looking for our first property we were unlucky enough to come across this agency. On her own initiative Ruby showed us a nice property within our specifications (which we hadn’t asked for) and we ended up having our offer accepted. We trusted them to the point that we went for their own solicitors and in-house mortgage advisors (huge mistake). For the first couple of months we were bombarded with requests of documents and we underwent all sort of checks (excessive and unnecessary). Then all went mysteriously quiet and we tried all we could to make things moving and help them, to obtain a completion date, during a period of 6 months in total!!! Eventually we were not even worth an honest explanation of what was really going on nor an apology..according to what we have been told, they put on the market an unmortgageable property with a major works notice served (of which we were not informed) and significant difficulties with the freeholder/managing agents who would not provide the relevant costs!!! Major works must be discussed at the negotiation stage and should inform decisions made on the price! This is not an ordinary element of the management pack! But Mistakes can happen, we can understand, and we also understand that agencies make sellers interests, but the way Lisa/Chris handled the situation was simply unacceptable and dishonest! All the parties involved worked in their favour and kept providing us with misleading information while keeping our hopes high, causing a large waste of our time, energy, and money (£1500 in expenses) and the loss of our current rental property (which they were informed about). They did not propose any solution to try and help us overcoming this issue with our lender and as soon as our offer expired, the property was re-marketed (on the same day) with the identified legal issue still not resolved (allegedly). It seemed to me like they were anxiously looking forward to us withdrawing our offer! Advice for next time: try to be more clear with buyers that you don’t want to support and avoid causing serious issues to innocent people! I have the strong feeling that all this could be a disingenuous agreement between them and the seller to push us aside in favour of other preferred buyers. Or the alternative explanation is just incompetence! I let you choose! Anyway it’s totally fair from my perspective and experience with them, saying that my feedback is: Unhelpful, unethical, hypocritical, insincere, illegal as they withhold important information of financial interest to us breaching their own professional standards (the worst part is perhaps that they won’t even admit it despite all evidence and us confirming that there is ground to sue them!) Serious buyers stay absolutely away!