Dear Mr Buckley, We were disappointed to see your review as we try very hard to ensure that our service levels are always 5*, but it was nice to read that you feel we were polite and efficient at arranging and conducting viewings. At the point of making your offer, it was explained to you that the sellers had already accepted an offer on the property and they were very unlikely to change buyers but it is our legal obligation to put all offers forward to the seller and so we took the details and submitted your offer. There seems to have been a miscommunication on 11th November as we’d tried to explain that the buyers of the property, the party who’d already had their offer accepted before you made yours, were sorting out their documentation for their mortgage application and that, until someone has their mortgage offer, there is always a chance that something could change with their purchase and so we would let you know if this happened. We were of the understanding that you were aware of the situation and were phoning to see if there were any updates until 23rd November when you phoned and we were able to explain the situation again. I would like to offer our apologies that this was not made clearer to you at the time and hopefully, should you find another property through Kaybridge Residential, you’ll see this was a one off and very abnormal for us. In the meantime, best of luck with finding your next home and if we have anything coming to the market that looks like it could be of interest to you, we’ll let you know.

Dear Mr Nahab, As a very scrupulous and diligent agent we were very disappointed to have received a review like this for following lawful and correct procedure. As an agent and a member of the ombudsmen scheme, we have to lawfully work within certain standards and regulations. We therefore have a duty of care to all parties and therefore also have to give a true and accurate position of any buyers to our sellers. On the 18th of November at 10:00am your offer was accepted subject to you providing us your proof of funds and proof of identity for Anti-Money Laundering checks, which was stated in the email we sent you. We gave you ample opportunity to provide us with this information. We had not the received the documentation we requested, so we were never able to verify your position to our seller. On the 20th of November, our vendors gave till 12:00pm to have acquired the requested information (proof of deposit, AIP, identification etc) so we could proceed further. You were informed that the agreement would be withdrawn on the property to you and that we would have to proceed with alternative offers if we did not receive this information. Our email also visibly states that the property would not be removed from availability to other parties until we have received this information, a point you have clearly failed to mention in your review. You refused to provide us with this information and on the 21st of November our sellers asked us to reject the sale on this basis. Therefore, our seller had no option but to go with an alternative offer. As a member of NAEA we have an obligation to follow a code of conduct and protect our sellers. Please be advised: 1. Any selling agent cannot proceed further with an acceptable offer without an AML check by law. 2. Agents are required by law to put an offer to the vendor unless the vendor has instructed the agent not to contact him or her about offers below a certain level. 3. Any agreed sale is also only ever termed as Sold subject to contract partly due to the fact that in the UK we are obliged to inform our sellers of any offers up to the point of signing contracts and exchanging. 4. Agents who do not check the financial viability of someone making an offer must by law state to the vendor that your offer is "reckless" After some period of time our vendors decided to withdraw from your offer as we had not been able to provide the further details necessary to proceed with a sale required by law, and ultimately it is their right to withdraw from the sale of their property on any grounds irrelevant of the very substantial reasons given above.