As a FTB I had a couple of viewings with Shaun which were fine and generally non pushy. I opted to place an offer on a property which was accepted after a little negotiation. Communication at this point had been good with Shaun returning calls as promised and obviously being keen to get me to place an offer. However, once the offer was accepted is where things went seriously downhill. I was the only one chasing things trying to find out if the vendor had placed an offer on another property. My case had been "passed" to Dan within the sales progression team who I can only describe as completely inept with shoddy service skills. A team named the sales reversal team may be more fitting. Numerous times I had rung the office to be told Dan would call me back. When I did manage to get hold of the illusive Dan I was promised I would be called back.. the calls never came sadly. I must note the requests i'd made were for very simple questions / updates e.g. 'Has the vendor put an offer in anywhere yet?'. Shaun stepped in to support on a number of occasions to provide updates instead as I luckily had his mobile number. Unfortunately following a down valuation I had to place a revised offer. This I did by email after failing to get hold of Dan AGAIN by telephone. Sadly I again had to do the chasing to find out the vendors response a few days later managing to speak with Shaun. I was informed the vendor had declined the offer but he would call them the following day and ring me back at a set time after this. The call never came. Overall a really poor experience with a lot promised and nothing delivered. A pity as I typically prefer smaller companies but with such poor service and lack of communication I shan't be rushing back to deal with them nor spreading a decent word. I refuse to recommend them to anyone who wants an informed/smooth process and wont be recommending them to my parents who are looking to sell next year along with a number of friends. Could have been made a much better experience if people did as they promised - sadly that didn't happen.