Susan, I want to start by sincerely apologising for any inconvenience caused after your experience with my team. As business owner, I expect my team to deliver the best possible service and will always investigate where that is not achieved. I would also like to point out however, that we are a franchise and I have no relationship with Eastbourne except that that we share the same company name, as with any other franchise. Therefore, I would have preferred that you left your feedback for the Eastbourne office against their Google entry and not mine (and I would be grateful if you would edit and remove it from mine). For the most part, the reviews left for my business, the Wigan Office, are excellent because that is the general experience. However, we are human and I accept that not everything goes the way we want them to and some people are left feeling dissatisfied, as in your situation. In terms of the issue of the bedrooms, we take instruction from the vendor who clearly (as you would if it was your house) wanted it to be described as 2 bedrooms plus a loft room as opposed to 1 bedroom plus a loft room. I am sure you understand why. And it is perfectly legal to do so. You noted that the floor plan did not show the stairs to the loft room which was an omission that I apologise for and we will resolve. The detailed description clearly stated in that bedroom that stairs led from it to the loft room. And, the photographs included clearly show the stairs in that bedroom. I accept you missed those aspects and focussed on the headline description and floor plan. But I refuse to accept that we set out to mislead when despite the omission on the floor plan, all other material clearly represented the situation. I am also sorry for your experience with the telephone call - I have listened to the recording and agree it could have been briefer and managed differently than it was to achieve the outcome you were seeking. I hope that we can have an additional opportunity for you to enjoy the general experience the vast majority of our clients experience. Stephen Adams, Director, Northwood (Wigan) Limited.