Alistair, we very much empathise with the difficulties you encountered on your move day and that the elderly vendor had still not fully vacated by the time of your completion, upon which you rightly insisted on collecting your keys. It can be a stressful enough time without having the extra hassle when you arrive at your new property to the find the vendor still clearing out! It's disappointing you consider us to have managed the sale badly in this instance, an area upon which we are often highly commended and although I cannot fully agree with your sentiments regarding our communication on the day, I apologise if you felt you were misled in any way and will be looking into how this could have been avoided to have improved your experience. I personally took the time to come and help remove belongings from the property which I hope in hindsight you accept was for a considerably longer period than 10 minutes and that you found the extra pair of hands to have been of some assistance in a difficult situation. I wish you all the very best of luck in your new home and hope you will give us the chance to deliver a typical 5 star M&B experience in the future.