Dear Polly, thank you for taking the time to leave the above review. My Surbiton branch is committed to providing the highest level of customer service as demonstrated in the other featured reviews on this site. I am saddened to learn that these levels have not been met in your particular case. As an open forum All Agents allows the public to voice their opinion on their experience with Estate Agents and in return for Agents to comment back with their side of the review.

I note that there are three fundamental arguments to your review; lateness, the length of time the process took and keys upon completion, I shall do my best to summarise in that order. Whilst we endeavour to arrive promptly if not early to appointments there are aspects out of our control that can make us unfortunately late, for this I sincerely apologise. The time you mention regarding Donna not showing up for an appointment has been misinterpreted in your review. Donna had every intention in arriving at the scheduled viewing at the agreed time however the Vendors handyman who held the keys was unexpectedly taken sick. The Vendor gave us late notice about this and this was conveyed straight back to you as quickly as we had heard, first unsuccessfully by phone and then secondly by email.

The biggest reason for the delay was due to unforeseen hold-ups during the conveyancing process, we did our absolute best to obtain the answers for you and the seller; however it was just unfortunate that many of the answers were dependant on third parties. Another delay was caused by the Vendor correcting some maintenance within the property (at your request), we were happy to arrange and communicate your requests back to the seller and we understand that these particular points have been taken care of.

We provide a number of services to our clients one of which is conveyancing. This is entirely optional, the fact that you did not choose to instruct our recommended solicitors evidently did not stop you from having your offer accepted nor did it delay in having the property taken off the market or did it delay completion.

I'm confused by your comment about completion and the handing over of the keys. You completed your purchase on the morning of Tuesday 11th November. You emailed me at 10:37 asking if you could collect them at 18:30 that evening. You were advised by a colleague within Barnard Marcus that the seller had not given us the keys at that moment in time but the seller would give them to us later that afternoon, we agreed to let you know once he had received the keys. We informed you as soon as we had received the keys and you collected them that evening – on the day of completion.

I welcome both positive and negative feedback and believe that both will improve the experience that others will have with us. I hope that my comments have given some clarity of the situation and wish you all the best in your new home. Should you require anything else in the future please contact me. Kind regards.