When a client raises a concern Mullucks Wells follow a clear procedure. The complainant was dealt with within this framework by a Residential Director of the firm and contact was made on the same day with a commitment to provide a response in writing provided this occurred within a couple of working days. The complainants felt that they had lost out financially due to the actions of this firm but when we looked through the facts and checked those facts with all parties involved we could not find anything to substantiate such a loss. The complainants made it clear that unless they were financially compensated they would do their utmost to blacken our name and this is the course of action they took when their wishes were not granted. We are part of an independent Ombudsman Scheme and feel that it would have been fairer to have had this complaint dealt with by the Ombudsman, and if the Ombudsman had found in the complainant's favour, then a negative but polite and considered review might have been appropriate. In this instance, we believe this review to be inappropriate.