Hi, Cil_Lee, i was very concerned to read your review and i take what you say very seriously. We absolutely do not wish to come across as entitled, or opinionated and the service you receive from us should be no different whether you are paying us or not. So, I am very sorry that you feel the way that you do. The person with whom you had most contact has worked for us for nine years and is extremely conscientious about her work, I have never received such feedback about her engagement with customers and you will see from our reviews that she is often mentioned very positively. That does not mean you are wrong, you are a customer and your views are important to me. Much of the issues that you encountered arose from the developer registering the property in a different name than the one we were advised at the outset and that had ramifications for your mortgage arrangements. We were not involved in that registration process but as the guys in the middle had to pick up the pieces when it became apparent it was going to cause a delay for you. On the day of completion the person in question made her whole morning available to hand over keys personally to you, she could not block her whole day out to do so. Your solicitor received the money on your sale at 10.30 but it was not until 12.30 that she called you to enquire what was happening as the money had not arrived for your purchase and we had to make arrangements to get someone to travel 8 miles to meet you. I absolutely understand that moving day is stressful but you hung up on our call while we were trying to explain that we needed to understand what was happening with your solicitor so we could plan how we could meet you to officially hand over keys. Hopefully you are now settled and enjoying your new home and the difficulties you encountered will soon be long forgotten. Dee Quealy