Thank you for your comments of which we note and will take on board in future cases. I am sorry that you feel the way you do as I know that our Move Manager worked extremely hard to ensure you were constantly kept up to date.

It is always difficult to assess whether a client prefers to be contacted by email or by phone. When the vast majority of contact from a client comes via email then we tend to reply in the same context.

It was not necessarily a difficult buyer but a difficult renegotiation given that there was what appeared to be structural issues with the property and some conflicting survey reports.
Looking at the extensive file notes I can see that constant correspondence between us, you and your buyer has all been recorded so I am surprised to learn of your dissatisfaction. That said we gracefully take all the comments you have made on board. Our customers are our business and being good is not good enough - we intend to be exceptional at what we do and we will do everything we can prevent this in the future. Thank you for using Ocean.

Thank you for your kind comments. We do work hard to try and provide the friendliest service we can and I am proud that you have highlighted two members of our team. I shall be congratulating them personally.

We agree that the HIP's are expensive but this in all fairness is the going rate and we feel you would / could have paid more with other local agents.

Thank you for your kind comments. We appreciate your business and hope that if you ever move again that we will be your first choice.