Dear Mr. Honhold, To address the recent comments you posted, which have been taken out of context and may lead to misunderstandings. In 2022, we sold your property. There were unforeseen delays due to a defective lease, which were entirely beyond our control. Throughout this period, we made every effort to resolve the issues promptly. However, despite our diligent efforts, you chose not to settle our invoice after the sale was concluded, instead raising various accusations to avoid paying our fees and then demanding a 50% reduction. You did not raise any complaints during this challenging transaction. The issues were only brought to our attention after the sale was completed, and the fees became due. Consequently, we were compelled to initiate legal proceedings against you and your partner. In response, you filed a complaint with the Property Ombudsman. The Property Ombudsman has reviewed the case and found it overwhelmingly in our favour, requesting you to settle our fees in full, with a minor deduction. The ruling is comprehensive, spanning 13 pages. Unfortunately, the extract you have shared omits crucial context, which could mislead others. This may stem from dissatisfaction with the Property Ombudsman’s decision, particularly as your request for a 50% fee reduction was not supported. It's important to note that the Property Ombudsman did not uphold several of your complaints. We have considered and taken on board the feedback from the Property Ombudsman. As an agency, we value transparency, fairness, and we hold ourselves to a high standard, and we regret that we did not fully meet these standards in our communication with you. We apologise for the shortcomings on our part that led to this situation.

Thank you for your feedback. We provided access for you to view the property promptly on the day you enquired on the freehold house. We also provide you with a 2nd viewing for you to help decide and finalise your formal offer. However, chasing us for a response within one hour with 7/8 calls while we are attending appointments and not being able to communicate does not, in our opinion, constitute poor customer service. The property, in particular, was very popular and had several offers. On this occasion, the vendor accepted the higher offer. We're sorry for any disappointment caused, but we must act in accordance with the seller's wishes. We wish you all the best of luck in your property search.