Dear Mr Mahmood We’re sorry to hear that your experience with Ashtons left you feeling disappointed. The appraisal was provided in good faith, based on comparable market evidence available at the time. You chose to list your property at the higher end of the pricing spectrum, following advice not only from Ashtons but from other local agents. We agreed to test the market at this level and review performance after the initial marketing period. The subsequent advice we offered reflected both the level of interest the property received and the market conditions at that time. We completely understand your frustration regarding the lack of feedback from viewings. Please be reassured that we made several attempts to obtain comments from viewers via telephone and our online portal, but unfortunately did not receive any responses. While this is beyond our control, it does make it challenging for us so we do share your disappointment. Our fee options, including the withdrawal charge, were clearly explained and confirmed in writing prior to instruction. These details were then confirmed again when you signed our terms of business. The withdrawal charge covers a portion of the costs incurred during the marketing process and is in line with standard industry practice. With regard to communication, our systems show that we remained in regular contact throughout the marketing period and at a consistent level with our expected procedures. We wish you every success with your future property plans. Please do let me know if you would like to discuss any of the points above further.