Dear Zuzana, I’m sorry you did not make contact directly with us relating to the service you feel you received from Robinson Michael and Jackson as we could have dealt with any concerns immediately for you .I will address the points you raised and clarify any inaccuracies. Upon receiving your online inquiry to view the property, we promptly reached out to you on the same day. A viewing was offered for the upcoming weekend, but you informed us of your unavailability. Subsequently, the property garnered multiple offers from other viewings, a development we duly communicated to you. We continued scheduling viewings for the property, and you were subsequently booked for a viewing. It was beyond our control when you chose to directly communicate with the owner instead of continuing the conversation with us. Between the exchange and completion stages, the owners informed us of a mutual agreement between you and them regarding the direct arrangement of keys, given your close proximity. Had we been aware that you preferred to collect keys from our office we would have gladly accommodated your request. If you have any further enquiries or wish to discuss this matter, please feel free to contact Reece Cox, our branch manager, at reece.cox@robinson-jackson.com