Hi Charlotte, thanks for sharing your experience and we're desperately sorry that you feel we did not meet your expectations as this falls very far from what we set out to achieve for everyone that works with us. On this occasion we know we have disagreed on a number of the points raised as your buyer unfortunately withdrew from the purchase due to very unfortunate personal circumstances which we not wish upon anyone and he was himself was upset that he had to make the difficult decision. Nonetheless we understand that the selling process is an extremely challenging one due to the nature of the way that houses can be transacted in England and for that reason we do not charge any of our clients a penny unless a sale successfully completes irrespective of the costs to us in marketing, viewings and sales progression.