Dear Ms Vaughan Thank you for taking the time to post your review. I do understand you are disappointed that your sale has not completed, as are we, but you have included a number of incorrect details which I must respond to. It is the prospective purchaser’s mortgage company that has the 8 day turnaround on any documents submitted – this is their deadline not ours. At the point an offer is made on a property there would only be a mortgage agreement in principal document not a mortgage offer, which usually follows later in the process. The agreement in principle was seen by us before solicitors were instructed. The surveyor visit to the property was almost cancelled due to a clash in his diary and not having sufficient time to collect keys from us, do the survey and return keys the same day. Rather than having him rearrange his visit and potentially delaying matters even further, we offered to meet him at the property and stayed with him whilst the survey was carried out, locking up afterwards. I’m aware that you accepted the offer (in the middle of April) on the basis of a quick completion which the purchasers were willing to agree to. We did not suggest at any point that completion would take place in May as this would be set by solicitors after discussions with their respective clients. I’m aware that 1 July was put forward as a possible completion date by the prospective purchasers but the subsequent delays with their mortgage application meant this wasn’t achievable. It is regrettable that their mortgage offer has not come through in a timescale either of us were happy with but, as you are aware, we have been in regular contact with the purchasers and their mortgage advisor to try and keep the deal moving forward, to try to reach a successful conclusion for you. We could not have foreseen the delays experienced with their mortgage application. At any point in the process you could have made the decision to withdraw from the sale – we did in fact discuss this with you on numerous occasions - and you decided to stick with the offer and the prospective purchaser in the hope of reaching a successful conclusion. With regards to the contractor, you asked us to recommend a decorator and we simply passed on a phone number. You agreed the work and price directly with him – we were not involved in any other aspect of this. He has business dealings with us and is entitled to leave a review of our services in the same way that you are. I know that you’re disappointed at the moment. We've worked very hard to achieve a sale for you without a penny in sales fees being achieved. That’s our risk, as an agent who charges on results, but in the context of your review I do feel it should be mentioned. Finally, perhaps I should take this opportunity to again say thank you for the referral you made to us recently of a gentleman with a property to sell in Byram. You haven’t always been so unhappy with us. Martin & Co Pontefract