Hi Caroline, Thank you for taking the time to share your review. I’m truly sorry to hear that you feel communication wasn’t as strong as you’d hoped. I do want to reassure you that from the very beginning I explained that the sellers needed to find a property before they could move, and I kept you updated throughout their search as information became available. Unfortunately, the property they hoped to buy was found to have structural issues during their survey, leaving them unable to proceed. I passed this on to you as soon as I was informed. They are still very much wanting to move, but at the moment there is nothing suitable on the market for their needs. As they are both elderly and have health concerns, it wouldn’t be fair or appropriate to ask them to vacate their home to break the chain. I also wanted to gently clarify your concern about hidden fees. As an independent company, we carry out our own Anti–Money Laundering checks, which are a legal requirement for every estate agent. These checks ensure compliance and protect all parties involved in the transaction. Even though these are legitimate, mandatory costs, I agreed to waive these fees for you as a gesture of goodwill, and no charges were applied. We bore the cost of these checks ourselves. I completely understand how disappointing and frustrating situations like this can be, and I wish the circumstances could have been different. Some factors are sadly outside of our control, despite everyone’s best efforts. I truly wish you all the very best in finding a wonderful new home, and thank you again for your understanding. Jo