Hatfield, AL10
4.1/5, 61 reviews
77% recommended
86% sales valuation accuracy
95% sales fee satisfaction
100% lettings valuation accuracy
83% lettings fee satisfaction
Raine & Co | Estate & Letting Agents in Potters Bar, Hatfield, St Albans, Codicote, Stevenage and Mayfair | raineandco.com

“I haven't had a good experience with this agent and ......”

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Jan 10,2014
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Alex
Mike
By: 'AC'
Jan 10,2014
2 people found
this helpful
I haven't had a good experience with this agent and I think that other potential buyers should know about what they are like before they deal with them. So please see the string of emails below between myself and the agent. Sensitive information such as my name, address of the property and amount offered have been removed and replaced with X's:

09/01/2014 --12:51, Buyer Wrote:

Dear Alex / Michael / Office Manager
Following your calls today regarding the other person who has made the same offer as me at asking price of £XX and has since increased it to £XX in order to win the bid.
After speaking with the solicitor that I've put in place to handling the conveyancing, I've been told that what you have done is unethical and is known as gazumping.
I offered asking price on 7th January (following the viewing on 6th January) and you told me the offer of £XX was accepted. On the same day I sent you the email below to confirm my mortgage in principle. Therefore no further viewings should have been arranged and no further offers should be considered.
Your website states that you are a member of the Property Ombudsman and I have looked into the complaints process.
I will follow this complaints process with my solicitor if my offer is now declined because someone else has made an offer and you are telling me that I have to raise my offer by more than an extra £XX in order to be in the running to win the property.
I am really looking forward to moving into the property and I'm extremely disappointed that this has happened, particularly from an Estate Agents that appeared to be an ethical and decent company.
I look forward to your immediate response on this matter. Should I not hear from you today I will proceed with the complaints process.
If you would like to meet in person to discuss this matter I can visit your offices this week.
Regards

-----------------------------------------------------------
On 09/01/2014 18:26, Mike wrote:
Dear

Thank you for your email.

Regrettably your offer was eventually declined as the seller has decided to proceed with the other offer.

Raine and Co as an Estate Agency has to comply with a lot of legislation. The seller pays us and is therefore our client, part of the legislation we have to comply with relates to working for the best interests of our client, this means finding the best buyer our client. This does not always mean the highest price as the financial position etc have to taken into account. The other party was in exactly the same situation as yourself both in terms of position and finance so the owner decided to go with the higher offer. It is their right to do so and their decision which offer to accept and then proceed with.

We can assure you that Raine and Co is completely transparent and complies with all legislation, we have been selling properties since 1992 and are proud of the recommendations that we receive.

The circumstances regarding "XXX" are not due to our actions but are due to the current market conditions. If you feel that you wish to make a complaint to The Ombudsman that is your prerogative, we have all correct paperwork in place and correspondence the seller instructing us how they us wish to proceed.

Regards

Michael
Raine and Co

On 10/01/2014 10:08, Buyer wrote:

Dear Mike

Thank you for your reply.
However this seems to be a nice way of you telling me that I have been gazumped, you're just not using that particular word. I appreciate that your client (the seller) is your priority because that's where your commission comes from. You clearly have no regard for the buyers which is disappointing and I will ensure that I do not recommend you to anyone I know.
Thank you for ruining my week.

Kind regards
What agent could do to change your mind?
The agent could have taken the ethical approach and kept their word. I was the first person to view the property and I offered asking price. No further viewings should have been arranged and no further offers should have even been considered. The agent has obviously already replied to my emails as seen above, so I don't expect a further response. I have posted this review for the sole purpose of ensuring that other potential buyers are aware of what they did.
Attached Filesnbsp;
Was this helpful? Yes
By: Michael Marsh
Mar 13, 2014
By law we have to put all offers forward to the seller and confirm them in writing to both the seller and the potential purchaser as we did on this occasion. Other people did view the property between this lady viewing and the vendor accepting her offer which resulted in another person offering. If we had not put the second offer forward we would not only have broken laws but this would have been completely unethical. As an agent it is not our decision as to which offer the property owner accepts and it is unfortunate that in this instance the seller changed their mind but it is their right to sell their property to who they choose and at what price. The lady in question was given the opportunity to raise her offer which she declined. We can assure any purchaser or seller that we follow and adhere to all legislation, keep all of our actions completely transparent and would never ever consider doing anything unethical. We are aware that we are unable to please every potential purchaser who has lost a property through us but to obtain a better view of our service we would recommend that people visit our website and see the many, many testimonial written about us: http://www.raineandco.com/testimonials

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Opening Hours
Address

Raine and Co
11 Market Place
Hatfield
Hertfordshire
AL10 0LJ
01707 266885

Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Sales 86% 95% £80,000 £600,000
Lettings 100% 83% £600 £1,500
Review statistics
From Landlords From Tenants From Vendors From Buyers Other
3 0 6 5 17 2 21 1 0 6
Areas covered
  • AL10
  • AL9
Services offered
  • Sales
  • Lettings
  • Block Management
  • Surveys
  • Conveyancing
  • Mortgage Advice
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Nov 12,2020
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Tsvetomir
By: 'Haider'
Nov 12,2020
2 people found
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As a first time buyer I was really apprehensive about the whole process, you always hear horror stories when it comes to buying a property, but in all honesty the staff at Raine and Co squashed all of that! In one word “Amazing”! If you ...
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“Horrible experience with Gemma Matthews. Arra......”

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Oct 14,2020
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Gemma
Mike
By: 'Curtis'
Oct 14,2020
0 people found
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Horrible experience with Gemma Matthews. Arranged to view a flat where on the day she was reluctant to answer anything properly or at least find out so instead we asked the owner on the day. Placed an offer for the flat since we liked the ...
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By: Mike Marsh
Oct 16, 2020
View all comments (1)
Thank you for taking your time to leave this review and I am sorry that your offer was not accepted. I feel that all of the problems stem from miscommunication, you made an offer on the property that was almost 10% below the market price, given the current market conditions and from conversations that my sales team have had with seller regarding their expectations we knew that this offer would be rejected which Gemma feels was conveyed to you but unfortunately this is not the case. I would like ...

“They fought with us for our dream...”

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Oct 01,2020
Minithumbup
Gemma
Tsvetomir
By: 'Ms'
Oct 01,2020
2 people found
this helpful
Gemma Mathews and her colleague Tsvetomir Dimitrov assisted our purchase during a time beyond precedent, working relentlessly to secure and assist an almost impossible transition. Adaptive, highly communicative and transparent, with a level of professionalism above and beyond the call of duty and care. we ...
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“Very responsive and obliging. As a buyer, Car......”

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Mar 24,2020
Minithumbup
Gemma
By: 'Cathy'
Mar 24,2020
3 people found
this helpful
Very responsive and obliging. As a buyer, Caroline West and Gemma Matthews both gave excellent service, from the viewings stage to the onward sale transaction. They both provided an excellent link with the vendor who was resident abroad. Five star ratings to both Caroline and ...
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“Thank you Alex and Caroline. Alex was very kn......”

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Jan 14,2020
Minithumbup
Alex
By: 'Annemarie'
Jan 14,2020
3 people found
this helpful
Thank you Alex and Caroline. Alex was very knowledgable and efficient when listing my property. Caroline was key in keeping things moving when communication was limited between solicitors. Definitely worth having an agent with a sales progressor! Thank you...
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“Caroline West was so helpful throughout the w......”

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Nov 27,2019
Minithumbup
Alex
By: 'Lillie'
Nov 27,2019
4 people found
this helpful
Caroline West was so helpful throughout the whole process, keeping us up to date with everything. Her kind and understanding nature really was so helpful. I couldn't recommend her highly enough Alex was also fantastic, he was the first one to show us round the ...
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“Raine and Co, Hatfield, and especially Caroli......”

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Nov 14,2019
Minithumbup
Alex
By: 'Jolyon'
Nov 14,2019
4 people found
this helpful
Raine and Co, Hatfield, and especially Caroline and Alex, have provided an excellent service with prompt communication while dealing with a very difficult buyer for my property....
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“My experience with Raine and Co was surprisin......”

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Nov 10,2019
Minithumbdown
Alex
Gemma
By: 'Shiva'
Nov 10,2019
3 people found
this helpful
My experience with Raine and Co was surprising considering all the positive reviews I'd read. The manager, Alex, misread an accurately-completed form and wrongly and intemperately accused me of lying. He did not apologise when his error was pointed out to him. Alex was frequently ...
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Was this helpful? Yes
By: Shiva Fouladi
Nov 11, 2019
View all comments (2)
Hello Michael, Thank you for your prompt and thoughful response. The "with you" was a mistype; my mother's property was on the market with another agency. The sales for which were going to be the gifted amount for the sale. However, the remark was still made about the property not selling, hence why I mentioned it in my review. I apologise for any confusion on that point. I was not made aware of the anonymous channels for complaint during the sale period. I agree that it would be a go ...

“Top estate agent and very helpful staff, spec......”

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Oct 21,2019
Minithumbup
Gemma
By: 'Ionut'
Oct 21,2019
2 people found
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Top estate agent and very helpful staff, specially Gemma and Caroline, they helped me a lot in the process of purchasing the house....
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“Customer Focus throughout...”

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Jul 30,2019
Minithumbup
Gemma
By: 'Customer'
Jul 30,2019
5 people found
this helpful
Purchased a property through Raine and Co Hatfield. The tag team approach adopted by Gemma and Caroline never left me without a contact person or an answer to my questions. Great service...
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“Alex and Caroline have both been marvellous i......”

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Jun 26,2019
Minithumbup
Alex
By: 'Mrs'
Jun 26,2019
4 people found
this helpful
Alex and Caroline have both been marvellous in acting for us in the sale of my mother's house. They have kept in constant communication with us which has been excellent when we live 125 miles away. They acted on our behalf promptly and liaised with our ...
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“Very helpful and professional service...”

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Jun 22,2019
Minithumbup
Alex
By: 'Gillian'
Jun 22,2019
4 people found
this helpful
Alex and his team were very helpful, frequently doing more than we expected and updating us weekly. As remote sellers this was especially important. We had no need to chase solicitors as they did this for us and if there were issues found during viewings, ...
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Was this helpful? Yes

“Very professional and made easy for us to sell our property and purchase our property...”

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May 19,2019
Minithumbup
Alex
By: 'Marios'
May 19,2019
4 people found
this helpful
Alex and caroline made things very easy for us to sell and purchase our new property. Always kept us informed on everything and we felt relaxed that they were just a phone call or email away. Would gladly use and recommend again Great team Thank ...
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Comment on agent fees
Good
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“Excellent Service...”

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May 11,2019
Minithumbup
Alex
By: 'D'
May 11,2019
4 people found
this helpful
We received excellent service from both Alex and Caroline throughout the whole process. They both worked hard dealing with the solicitors and buyer to make the sale go as smoothly as possible despite the many delays caused by the buyer...
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Comment on agent fees
Good
Was this helpful? Yes

“Carolien is a Star!...”

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Mar 11,2019
Minithumbup
By: 'Lucy'
Mar 11,2019
4 people found
this helpful
I dealt with Caroline while she mediated the purchase of my first property - she was proactive, knowledgeable and showed a true and genuine care for my interests and needs....
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“Portfolio sale...”

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Feb 02,2019
Minithumbup
Alex
By: 'Reluctant'
Feb 02,2019
4 people found
this helpful
We sold our portfolio of 7 rental properties within a 7 month period, all for close to the asking price and with purchasers found very rapidly. Very grateful to Alex for his advice and his work in the process. Caroline was very helpful in assisting with the ...
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Comment on agent fees
Paid the standard 1%
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“Very helpful and understanding...”

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Feb 01,2019
Minithumbup
Alex
By: 'SJ'
Feb 01,2019
4 people found
this helpful
Hugs thank you for the services. Very helpful and understanding staffs. Excellent communication throughout the process. Reliable and approachable all the time. Your service made the process easy and quick...
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“Very friendly and helpful...”

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Feb 01,2019
Minithumbup
Alex
By: 'Sheena'
Feb 01,2019
4 people found
this helpful
Alex and Caroline made our process very smooth and easy. Very friendly and supportive all the time and give up to date feed back every time during the process. Also kind, reassuring and supportive. Thank you so much for entire team....
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“New letting...”

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Nov 22,2018
Minithumbup
By: 'Taffy'
Nov 22,2018
5 people found
this helpful
Nigel was able to let my property, at a good rate on the very first viewing. Can't get much better than that. Courteous and professional throughout. Highly recommended....
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Was this helpful? Yes
By: Nigel Cherry
Nov 28, 2018
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Good afternoon Taffy, Thank you for your kind words and for your custom. It is always appreciated and hope to deal with you in the near future. All the best from myself and the Raine and Co team. ...

“The best...”

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Oct 03,2018
Minithumbup
By: 'Nigel'
Oct 03,2018
5 people found
this helpful
Nigel was very professional and a good listener. He found us exactly what we needed and we had his support at any time with any queries. Very helpfull and friendly. He is exactly the type of agent you need....
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Comment on agent fees
Friendly Good listener Well prepared Professional
Was this helpful? Yes
By: Nigel Cherry
Oct 24, 2018
View all comments (1)
Good afternoon Elena, Thank you for your kind words and for your custom. It is always appreciated and hope to deal with you in the near future. All the best from myself and the Raine and Co team. ...

“DISSAPOINTING...”

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Sep 26,2018
Minithumbdown
By: 'Spring'
Sep 26,2018
5 people found
this helpful
The women at Rain and Co was very rude and did not want to book us for a viewing just because I did not inform her that we have increased our budget! I find this attitude very rude and completely unacceptable from someone who is ...
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Was this helpful? Yes
By: Michael Marsh
Sep 27, 2018
View all comments (1)
Thank you for taking your time to leave this review and I am very sorry that your experience with my company has not been to your satisfaction. I have spoken to the person you dealt with and feel there may have been a miscommunication as I understand you felt that you maybe able to borrow some additional money from family members but were not sure. So as not to waste your own time we always recommend that you have all of your finance in place prior to viewing to avoid possible disappointment. S ...

“Best move ever!...”

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Sep 07,2018
Minithumbup
By: 'T'
Sep 07,2018
5 people found
this helpful
I viewed a property literally the week before I moved in and it was all thanks to Nigel who is extremely hardworking and guided me throughout the move. He answered my concerns instantly and any issues I had were dealt with professionally and swiftly. The ...
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By: Nigel Cherry
Oct 24, 2018
View all comments (1)
Good afternoon Theodora, Thank you for your kind words and for your custom. It is always appreciated and hope to deal with you in the near future. All the best from myself and the Raine and Co team. ...

“Excellent...”

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Sep 07,2018
Minithumbup
Alex
By: 'satisfied'
Sep 07,2018
5 people found
this helpful
Exceptionally professional and helpful from beginning to end of negotiations. Kept me informed of progress and kept the sale on track to the end....
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Comment on agent fees
As expected
Was this helpful? Yes

“House Sale...”

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Sep 03,2018
Minithumbup
By: 'Shawn'
Sep 03,2018
6 people found
this helpful
My overall experience was quite a positive one with Alex initially and Gemma who came kept me informed through the process. There were a few hurdles along the way but Raine and Co were accommodating throughout. A special mention to Caroline West to was overseeing ...
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Comment on agent fees
Happy with the agent fees
Was this helpful? Yes

“this is literally one of the worse agent I have ......”

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Jan 25,2018
Minithumbdown
By: 'IHATERAINEANDCO'
Jan 25,2018
1 people found
this helpful
this is literally one of the worse agent I have ever seen or have come across. They do not care one bit for the student's and trick them into paying high price for things that does not need to be that high. If me and ...
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Comment on agent fees
bad
Was this helpful? Yes
By: Michael Marsh
Feb 16, 2018
View all comments (1)
Thank you for taking your time to leave this review and I am very sorry that your experience with my company has not been satisfactory. My name is Michael Marsh and I am one of the Directors of Raine and Co, I can assure you that I take customer happiness extremely seriously and I expect everyone involved to offer a very high standard of service. From the contents of your review I surmise that you have had issues whilst you have resided in a property that Raine and Co introduced you too, if this ...
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Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.

Complaints Procedure

Raine and Co

In-House Complaints Procedure

At Raine and Co we are committed to providing a professional service to all of our clients and customers. When something goes wrong, we need you to tell us about it. This will help to improve our standards.

If you have a compliant regarding our Sales, Lettings and Management offices, please put it in writing, including as much detail as possible. We have eight weeks to consider your complaint. If we have not resolved it within this time you may refer your complaint to The Property Ombudsman.

What will happen next?

• We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your compliant. This will normally be dealt with by the office manager who will review your file and speak to the member of staff you dealt with you. A formal written outcome of our investigation will be sent to you within fifteen working days of sending the acknowledgement letter.
• If, at this stage, you are not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
• We will write to you within fifteen working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman LTD
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP

Tel: (01722) 333306

www.tpos.co.uk

Please not the following:
You will need to submit your complaint to The Property Ombudsman within six months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed
Through this in-house complaints procedure, before being submitted
for an independent review.
Last updated at 1:38 PM 23/09/2019 by allAgents

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