Thank you for taking the time to review our business. We truly value the opinions of our clients and we apologise we do not meet your expectations. We were delighted to be asked to value the property in July 2016. Figures were discussed based on extensive market research and up to date comparable evidence by one of our most experienced senior valuers, local to the area. As agreed with the valuer during numerous, subsequent telephone conversations the property was not to be marketed until September 2016. During these conversations the asking price had been agreed, however, at the time of the measure-up we were asked to market at a higher figure. We were specifically asked not to take photo's at the time of the measure-up as you had your own photo's that you would prefer us to use. The photo's were emailed to us a couple of days later, with respect, after us having to chase as this was holding up marketing. We did advise the photo's did not exactly match our template and so not a perfect fit. It was insisted we used those photo's. We had a viewing request for a particular time that we were not able to accommodate due to a busy diary, on these rare occasions, rather than run the risk of losing a potential buyer, we would always ask the vendor if they are happy to conduct the viewing. We didn't in fact carry out the viewing, this was undertaken by your good-selves. I am somewhat alarmed in relation to our agency agreement as our fees clearly state plus vat, we do not have any small print and it does clearly state all subject to a 14 day cooling off period. This was not exercised and the agency agreement was signed on the day of the measure-up. I am a little confused, if this had been agreed with the valuer, why was it not mentioned at the time of the measure-up or queried afterwards. Not once contracts exchanged. I am rather perplexed at the whole turn of events as in fact with respect, you were not present at any of our meetings or discussions and in fact we have never met you or spoken with you, during the whole time the property was being marketed. All negotiations and discussions were conducted through the lady owner. Of which I must add we genuinely felt we had a very good working relationship with. We hope that you have settled well in to your new home, with our best wishes. Dawsons