I'm disappointed that Nick has taken issue with our service. It's our absolute priority to deliver a great experience.

We introduced 13 viewers in total and it seems that there were four that cancelled or simply did not show up. This is always frustrating for both seller and agent.

It is categorically the case that ALL enquiries received are responded to whether by telephone or email. Of course some do not subsequently respond to us unfortunately. Our opening hours are more extensive than just about anyone else and whilst we always try to accommodate all queries whenever they arise, an issue so late into the evening may sometimes have to be resolved the next day.

It appears that there has been some confusion over one or two viewings with regard to contact due to the fact that Nick was acting as the viewing point of contact for both properties that were listed with us at the same time. I apologise for these misunderstandings. This issue did not lead to any lost opportunities, just a call or two in error, but we did made a mistake and I understand how irritating that can be.

It is not at all true to say that we lose interest in our customers. Far from it. In fact we received offers on Nick's property from two separate buyers but that unfortunately were rejected as too low. In both instances we attempted to persuade the interested parties to increase and one did. The other was subsequently concerned about the new HS2 track being constructed close by and we informed Nick of both outcomes which, regretfully, came to nothing despite our best efforts.

I'm aware that Nick has been trying to sell his home since May 2013 with other local agents too, unsuccessfully so far. However despite this I'd like to offer Nick a partial refund of our fee as a gesture in order to demonstrate how seriously I take our customer service commitment. I'll be contacting him to propose this today.