If I were to be writing this review five years ago, it would have been a really positive one. Unfortunately, I feel that Holden and Copley have changed drastically in the level of service they provide to their customers. We viewed one particular house twice. The first time we viewed, the agent followed it up and we said we were in early days of our search and wanted to view a few more. 2 days later I had a very pushy call from an agent stating that the house had an offer on it, was going to be sold and if we wanted it we needed to offer today. I refused as we weren’t ready. Turns out, the house never was sold at this point, which I found strange that I was being pushed into making an offer. After viewing the house a second time and speaking to the owner about a reasonable offer that he would accept, we placed an offer. The offer was accepted 2 weeks ago. I asked Daniella, the agent I was dealing with, what it would take to get the property off the market. She informed me of some documents and assured me it would be off the market when we sent these documents through, which we did immediately. Daniella then proceeded to ring me and tell me that ‘we had got the documents to them so quickly’ and that the house would be off the market the next day as there needs to be time for the system to update. The house was still up for sale a few days later, so my husband called wanting to know what the hold up was. We were then called back and informed we needed additional documents and identification. Another week passed and still nothing from Holden and Copley. We had chased and chased them, leaving numerous messages. Then I received a phone call from Daniella last week stating they are awaiting a memorandum of sale from our solicitor, and could we chase her up as she couldn’t get hold of her because she was too busy. After chasing up the solicitor ourselves, we found that she had only tried to contact her once and that the solicitor was being held up by Holden and Copley. It was in fact a memorandum of sale that our solicitor needed from THEM. So you can imagine our utter confusion. After myself and the solicitor and mortgage advisor attempting to ring numerous times this week to find out what was going on with no answer or call back, I had a call from the branch manager yesterday. She informed me she had ‘bad news’ and that someone else had offered ‘significantly above’ asking price for the house and the vendor had accepted the offer. I was spoken down to in a rude and condescending manner, and told that these buyers ‘were in a significantly better position than us, had a larger deposit, had no chain’ (bearing in mind, we also had no chain). At no point should this have happened- we complied and got everything that Holden and Copley asked for in a timely manner, yet the house was not taken off the market. After investigation from the director, Steve Holden, he discovered that it was the mistake of their branch. They didn’t in fact need a memorandum of sale, just a mere email confirmation from my husband’s business, which is buying our current house. This is a document that could have been sorted in a matter of seconds! To top it all off, my husband visited the vendor to explain that we weren’t time wasters, and the vendor stated that Holden and Copley had called them up and advised them to take another offer as the current buyers (us!) weren’t getting the documents to them quick enough! I am disgusted in the way that we have been treated; Holden and Copley employ staff that seem incompetent and unsure what they are talking about at the best of times. We had to take it upon ourselves to chase them up and do their job for them. It was due to their error that we lost our dream home. The director, Steve Holden, was very apologetic and gave us a small monetary gesture, but unfortunately this does not undo their mistake and get us our house back. I am extremely reluctant to look for a house with this agent again; previously I had recommended other people to use Holden and Copley to sell their houses as I was so impressed with their service 5 years ago when we bought our first home. But now it seems that they have lost sight of their customers and put greed and money above their customer’s feelings and what is best for them. We were treated as a mere number and the lack of empathy from their staff was shocking.