Hi Loretta, We’re very sorry to hear how disappointed you have been, particularly having missed out on two properties and having incurred solicitor costs. We completely understand how upsetting and frustrating that must have been. Unfortunately, I’m afraid this would be the case with any estate agent. Once an offer is accepted, we do put exclusivity in place and work towards progressing the sale, but ultimately, until contracts are exchanged, any party who has previously viewed the property is legally entitled to submit a formal offer. When this happens, we are legally obliged to advise our client, the vendor, of the offer. We will always make them aware that accepting a further offer is against our best advice, particularly where a sale is already well progressed. However, the vendor is our client and, if they choose to proceed with another offer, we are legally required to act on their instructions, whether we agree with their decision or not. In most cases, where a sale is well progressed, the vendor will choose to continue with the existing buyer. Unfortunately, this is more a consequence of the way the property buying and selling process works rather than an error or failing on the part of Karl Tatler. We are following the correct process and have done so throughout, but we are genuinely sorry that the outcome has left you feeling disappointed, particularly given the costs and inconvenience you have incurred. We appreciate this offers little comfort given your experience, but we would also like to reassure you that this process is not influenced by whether a buyer has sold their own property through Karl Tatler. The same process applies to all buyers. We’re very sorry that, on both occasions, the outcome has not been the one you had hoped for, and we wish you the very best for the future.