20th Aug 2026 (25 days ago)
Unfortunately, I had a disappointing experience with this estate agency as a buyer.<br><br>I initially found the agency to be very accommodating and helpful, so it was a real shame that during the later stages of the process I felt the communication became unnecessarily accusatory and lacked the professionalism and neutrality I would expect from an estate agent dealing with both sides of a transaction.<br><br>After a lengthy conveyancing process, I ultimately decided to withdraw from the property purchase. My decision was made 3 days after receiving the lease and the Report on Title. I could not have reviewed these documents - and therefore come to my decision - any sooner.<br><br>Whilst I completely appreciate that this would have been frustrating for the seller, I was extremely disappointed with the way the agency communicated with me when the transaction was taking longer than anticipated. I was forwarded correspondence directly from the seller expressing her frustration about the transaction. I felt there was no need for this to be passed directly to me and found it incredibly inappropriate and unprofessional.<br><br>When I explained that I had found this uncomfortable, rather than acknowledging my concerns, I felt the subsequent communication became increasingly focused on explaining everything the seller had done to progress the transaction and attributing responsibility (largely to me!) for why the transaction had progressed slowly. The steps the seller had taken to progress her own sale were not something I felt needed to be presented to me in this way....these are things I would ordinarily expect a seller to do as part of progressing a transaction with any buyer.<br><br>When I asked for the emails to me to be reviewed by someone more senior, I was told that the seller is the agent's client. Of course I understand this, but I don't believe it justified the manner in which the agency communicated with me. Unfortunately, I also felt the director's response largely missed the point of my complaint. Rather than addressing my concern about the tone and nature of the communication I had received, the response again focused on defending the seller's position and detailing where responsibility for delays lay. This was precisely the type of communication I had raised concerns about in the first place.<br><br>All in all, the estate agent unnecessarily involved themselves in assigning blame and relaying personal frustrations. In my view, this goes beyond what is necessary or appropriate for an agent's role.<br><br>As a result, what had initially been a positive experience was really soured by the way the later stages were handled, which is a shame.... Read more