Hi Leo, Firstly, if what you've said in your review is correct I'd like to wholeheartedly apologise to your friend - this is not acceptable and not the service levels we adhere to meet with all clients and buyers alike. I've looked through the past 6 months of completions however and I've quizzed the teams in both of our offices and nobody seems to recall a transaction where the buyer did not receive their keys on completion. I'd like to do something by way of apology to your friend however, so if you would be so kind as to email me at ben@deykingharia.co.uk with the property address or their name so we can do so, it would be greatly appreciated. Kind Regards, Ben King Director