Daryll, thank you for your feedback and we will act where we need to but I do feel that not all of your comments are justified. I accept that much of this is long after the fact and it is your recollection and we would have appreciated the chance to discuss with you at the time to clear up any misunderstanding. To address what you have raised: Asking price - we did not know about Purple Bricks or what they had suggested. As you are fully aware, the price we suggested got an agreed sale at the full price but disappointingly the sale fell through last September time and then the market went quiet following further COVID restrictions locally and then nationally which was when the price was reduced as agreed with you. Photos - we do not understand this feedback at all as we produced a brochure with the photos and you signed off on all of them. When we suggested to update some of the photos there was no delay we can see for any of the days earlier than we came to take some new photos. But this is also going back over 6 months ago so I am not sure where the misunderstanding has arisen. Buyers - both buyers had their position fully qualified and the one that completed had no issues with completion in terms of anything to do with monies so we do not understand your comment. Solicitor engagement - it absolutely is our job to ensure that solicitors are progressing the sale process. The buyer's solicitor contacted us as they had not received a response during 4 weeks to enquiries and despite their contacting your solicitor directly and chasing they had heard nothing back. We have a duty to ensure progression and therefore it was right and proper that we informed you and contacted your solicitor to request an update on where the responses to the enquiries were up to, how long they would take and if there were any issues so that we could then inform the buyer's solicitor given that your solicitor was saying nothing. Both you and your solicitor took offence to our seeking to resolve this matter and I do not agree that the tone was inappropriate - because we were asking questions that your solicitor did not want us to ask (because it was not clear what they had been doing for 4 weeks) the questions were taken as demanding / overbearing. Being frank, the questions need to be asked about where things were up to and what was causing the delay otherwise the buyer's solicitor could have lost confidence and could have resulted in this loss of confidence being communicated to the buyer and putting the sale at risk. Completion day - you rang for advice as you knew you were late in leaving the property, the property had formally completed and you no longer owned the property but you were still moving out and the person you spoke to had a duty of care to explain the legal ramifications of your not having left the property when you should have done. If the situation had not been explained and subsequent action had been taken against you or an issue affecting the new owner's insurance etc. then you would have had a justified complaint against us. So I recognise that what we told you did not make for pleasant listening but we had to tell you the truth. However, we spoke to the buyer to explain the situation and got their permission for you to contact them so we gave you their details and you were able to reach an agreement with them - we would not legally be able to act for you for this specific issue but we facilitated your being able to achieve resolution. I accept you did not like at all what my staff member had to say because they were telling you things that you did not really want to hear but they had to give you clear information on the potential ramifications. We recognise that the house selling/buying experience is very stressful and I can only apologise if it came across that we were not sensitive to this - other people's feedback is very positive about us but I accept you were left dissatisfied. Steve Adams, Director