This agency is a terrible example of bad practice. I had the misfortune to deal directly with Mr Luke Bennett of SW19 whilst trying to sell my flat. He owned the freehold to the building, and used this as a way of extorting money from me. On one occasion he wanted to charge me a considerable amount of money simply to provide a copy of the buildings insurance policy. When I visited his office, he had the document in his desk, but still refused to provide me a copy. The sale eventually went through, but at considerable added cost and inconvenience. A thoroughly unpleasant experience.