Dear Mr Hardy I'm sorry to read your review and to see that you have not had a positive experience with our branch. I have tried to reach out to you and discuss your experience and hopefully give some peace of mind that we did all we can to facilitate your purchase. As a buyer you provided everything that was requested, responding swiftly to our request for information so that we could fulfil our due diligence protocols to which we were are very grateful and relayed to the estate solicitor of your confident position. Your offer was accepted over multiple offers for the home . Unfortunately, for reasons beyond and out of our control, an offer was placed on the property that was "not" facilitated by ourselves, and accepted without our knowledge or that of our client, the estate solicitor. We were purely the messengers of the news and would not advocate for gazumping, our processes are designed to avoid such situations but only if we are in control of the offers. The opportunity to increase your offer was given. Once again I am sorry for your experience and hope that you will be open to a conversation to put your mind at ease. We will obviously take this feedback and learn from it, in the hope that we may improve for the future. David