Thank you for your review! I am however deeply upset at your words within this review and would have preferred to speak with you before having to respond back to your comments. I have tried to reach out to you to discuss your comments. You advised you would call back, but unfortunately you have not which is a shame! There have been plenty off opportunities to speak to me prior to this review and I do feel that the comments you have made need to be addressed as you have missed some vital information. Prior to your offer being accepted on this property, the seller had unfortunately lost two prior buyers to yourself. The first was due to the vendors not being able to secure an onward purchase for some time and their buyers were not in a position to wait anymore. The second buyer was due to unforeseen circumstances with their finances. Unfortunately I must say, the only time myself and Tammy had a chance to meet you was on the day of completion and had no prior meetings before hand. I would like the opportunity to explain our terms of events. The offer you made met the vendors financial requirements and were happy to accept your offer subject to relevant money laundering and due diligence checks. I would like start by clarifying your point regarding us asking for information which you feel we shouldn’t have asked for. We have a duty to act in our vendors best interests and as an estate agent under the property ombudsman and code of practice from 2015, under section 10 (financial evaluation) sub paragraph 10a, allows us to take necessary steps to verify your source of funding. You are more than welcome to search this at your leisure. This process concludes your ability to finance a property without any risk of the property being placed back onto the market. This similar information would also have been requested via your mortgage broker who also questioned why we needed source of funds which concerned us as he himself would need to see evidence in order to place you with a mortgage lender. You advised you were raising finance via a mortgage provider placing a sum of money down as a deposit alongside. We asked for you to provide evidence of your deposit in which you advised your were also receiving help from relatives to assist in your purchase. This money you advised was not currently with yourself and was coming from more than one source. I however requested that under the previous circumstances of the last buyer the vendor would like for me to see full evidence of your deposit before taking the property off the market. This did take a number of days which eventually lead to a week of chasing as the vendor was keen to proceed. Once received the vendors were happy to take the property off the market for you. I must make clear that your survey with your first mortgage provider following your proof of funds being received hadn’t yet been booked after 3 weeks or so of chasing. The vendor was concerned. You then switched provider and the survey was booked within the same week. I don’t unfortunately recall a conversation of the property being offered chain free when the offer was placed with us. The vendors were a family and looking to relocate to another area and you had met them also at one stage and also could have asked them at the time. I can however apologise if you didn’t understand on offer stage. We do take great pride in having good knowledge on our clients movements so this sort of issue doesn’t occur. You also made a comment about pressure from us in which isn’t exactly correct and needs to be explained also. We were under huge pressure for a number of reasons. One of which was your timescales as you had decided on your own accord to hand in you notice period at your rental property without consulting with ourselves who would have able to give you timescales so your move wouldn’t add to your pressure of leaving your property. A vendor within the chain had been diagnosed with cancer which added to the whole chain feeling deeply saddened and wanting to conclude this sale sooner rather than later so that vendor could Receive treatment she deserves. I can confirm at no point did we suggest that our vendor had cancer to keep this sale together but in fact we’re under extreme pressure from yourself about your position, as you stipulated a date in which you needed to be moved in by otherwise you would pull out of your purchase due to the notice period running out where you lived. Our vendors and her onward purchase, despite her recent diagnosis moved heaven and earth to accommodate you and your family so no further delays we put on yourself. She in fact delayed her treatment to accommodate you putting her health aside so you were not homeless with your family. To summarise I do apologise if you felt that we on the phone our service wasn’t to your expectations as we do take out customer service very seriously. You were often irate and did speak to the sales progression team on a few occasions with which we felt wasn’t justified but understood due to your situation. You were under pressure to leave your home. We understand as a first time buyer and being very new to this process you may have not understood how the buying process work and we still continued to help. I do hope you have settled in well at your new home and of course we would have liked to speak over a coffee about your concerns. Our door is always open for you to have a chat with us.