Dear Brendan, All marketing fees are clearly laid out in every proposal we provide — transparency is not an issue here. A polite reminder that you signed the contract with the terms included. Our marketing is professionally outsourced to specialist providers. We are aware that some agents take their own marketing, which may create different expectations, but our approach is one that has consistently proven successful. At no point was there any impression of urgency to market your home — we aimed to secure the earliest possible appointment during peak holiday season. The photographer originally assigned was on annual leave and therefore passed the job to a colleague, which is outside of our direct control. The difficulty arose in aligning a suitable appointment for the marketing team, the home seller, and the estate agent. While we have never missed an appointment, we did need to reschedule due to a diary conflict. This is, of course, unfortunate, but it is also something that can happen in any busy business. One regret is that we didn’t have the opportunity for a direct phone call with you to discuss and resolve your concerns at the time. To confirm, no fees are hidden, and all options are shared well in advance. We wish you the very best of luck moving forward. — Daniel James Residential