Dear Mrs Russon, I'm sorry to hear your experience with our office has warranted a 1 star review of our service and have reviewed the file to better understand the reasons behind the chain collapsing. Further to the emails and telephone conversations documented which detailed the issues found by the mortgage lenders surveyor with the linked property to your sale, the buyer was unable to proceed. Regardless as to their link as an employee of Newton Fallowell, the issue relating to the collapse of the chain was unknown by the buyer and not linked to their ability to purchase a property. It is unfortunate that all parties involved in the chain have been left with out of pocket expenses and would suggest we discuss whether you had taken the Lifetime legal membership which could offer you compensation for some of your expenses. I will make contact with you today Friday 4th November to discuss your membership, but should we not speak, please do feel free to contact me directly on 07432 592664. With kind regards Jason Treadwell, Managing Director

Dear Mr Trotter, I'm sorry to hear of your experience with the landlord of your property. Having investigated this matter further I can see the Lettings Team had acted as swiftly as possible to deal with the issue and had kept in contact with you on a regular basis both during and outside of the office opening hours. Whilst we pride ourselves on the level of service, we deliver to all our Tenants, we cannot control the speed at which a landlord acts to resolve an issue such as this. I'm pleased to read our notes on this issue that the team were able to have the matter resolved as swiftly as possible, taking matters into their own hands regardless of the landlord causing delays in the works being actioned. I hope the move to your new home has gone well and wish you all the best for the future. With kind regards, Jason Treadwell.

Hi Stephanie, I am sorry to hear of your experience with your neighbouring property - please could you PM us the address of the property in question and I will look into this for you. _Max

Dear Stephanie, I'm very sorry to hear your experience as a purchaser through ourselves left you feeling in such a way. We do understand that the buying process can be extremely stressful and pride ourselves on ensuring we guide our buyers through the transaction from start to finish as best we can. Whilst we try to ensure our sellers leave their homes in a condition they would expect to receive them, we cannot guarantee they will. Please do contact me directly as I would like to ensure we can implement improvements to our service where they are needed. With kind regards Jason Treadwell, Managing Director

Dear Janette, please accept my apologies that on this occasion the service you received was not to the standard we offer our clients. Your feedback is very important to us and will enable us to make improvements to ensure such issues should not arise again. If you could contact me directly to discuss the matter further, I would be happy to overview your concerns further. With kind regards Jason Treadwell, Managing Director