Laura, Firstly I wish to say again to that I am sorry you are dissatisfied with the service and outcomes you got from the sale of your home. Regardless of anything else, that is a huge shame and I genuinely wish that wasn't the case because this was one of the most challenging sales on which I have ever worked and I worked my tail off holding it together. I do strongly refute that I acted in your buyers interest and and indeed that I mislead you or the buyer. When the offer came in on 23rd April it was on the condition that you would complete by the early July. You agreed to this and given you had chosen to buy a new build home which wasn't complete, you agreed you would break the chain if required. I even discussed renting to you the home that your buyer ended up having to move into. You then changed you mind, entirely your prerogative might I add, which forced the buyer to either break the chain or lose her buyer. She chose to make herself homeless and so moved into the only available property we had for a short let, which happened to be a few doors down from you, on 17th July. You also refused to exchange on your sale until your purchase was ready on 6th August meaning the buyer had no certainty that you intended to go ahead. Given you had already changed your mind on something so fundamental your buyer had three weeks of huge uncertainty. When you did finally agree to exchange it was on condition that completion couldn't happen until 30th September, fully 5 months after the offer had been made. It is this chain of events which caused tension, not me. This personal attack on me and of the attempt to tarnish my reputation does leave a sour taste but I guess I shouldn't be surprised. None the less, I really do hope that you are now in your new home and am sorry that you had to vacate with your little one. As you may remember, my daughter is a similar age to your own so I realise that must have been tough and had there been a way round it I would found it. You chose to wait until after completion to make your complaint and then simply didn't settle your bill. Your bill is still not fully settled. Your complaint was investigated and wasn't upheld because it was without grounds. The best of luck to you in future. Erling Lindoe Associate Director Penny & Sinclair.

Thank you for now settling your bill.