Hi Mr Warburton, We are so sorry to hear of this feedback. After reviewing the file, Lucy was on annual leave at the time the second party made a formal offer so Connor did take the lead in her absence. We apologise if Connor didn’t show empathy, we understand it’s never easy losing out on a property you wish to purchase. I’m not sure if you are aware but we do have a legal obligation to report all offers to a vendor and we then merely take instructions from there. It’s unfortunate at this time that the vendor did decide to accept another offer, unfortunately this is out of our control. We can understand why you are frustrated so do apologise for this, we wish you the best of luck in your property search and of course do not hesitate to contact us if we can be of further assistance. Kind Regards Lovelle Bacons