Thank you for response, you will be receiving formal complaint in due course. I would like to add that your response is wholly inaccurate, we were never informed another offer was received on the property, until the day I called to increase my offer

Many thanks for your feedback, your comments have been duly noted. It is unfortunate that you seem to be dissatisfied with the service you have received from Harry Harper Estate Agents as a buyer. We pride ourselves on always going the extra mile for our vendors and also achieving them the very best prices.

As explained to you, when offers are put forward and we are in the negotiations stage, we always come back to all parties to advise that a higher offer has been received and therefore give everyone the opportunity to increase their offer. When we are advised that a party does not wish to increase their offer, and furthermore have decided upon another property as you did, this is recorded on our system and we then produce all offers to our vendors with the prospective purchasers position, in order for them to make an informed decision, without bias or prejudice. Once the decision has been made, it is our duty to ensure that we have all relevant documentation to be compliant with current money laundering regulations, as well as our own due diligence, relating to proof of funds in the best interests of our vendors.
As you have previously advised us, you are a fellow property industry professional so will therefore fully understand the stigma and bad practise relating to ‘Gazumping'. In the event that this happens we have a very strict and stringent policy in order to best protect all parties involved during what can be a very stressful and unpleasant experience.

It is our policy that we market all properties as ‘sale agreed' once we have received written notification from our vendor to do so. If therefore, any party wishes to put forward an offer after this stage, we require supporting evidence and documentation which was made clear to you numerous times both in writing and verbally from our sales director.

You are correct in your statement that it is a legal requirement for all offers to be put forward to the vendor if they are received before an exchange of contracts. However, it is our policy that if we receive an offer once a property has gone sale agreed, we then we require all substantiating documentation from the party making the offer, in order for us to be in a position that should this new offer be accepted, solicitors are able to be instructed. This is our company policy because it safeguards our vendor from potentially losing a sale that is progressing normally and well. As a property professional I am sure that you must agree that this is paramount. I must also take this opportunity to remind you that we take our vendors best interests and trust extremely seriously, which is why this process is not rushed and handled with the utmost care, regardless of how much pressure and threatening behaviour we receive from a purchaser.
It is regrettable that in this instance your offer has not been accepted and that our client has instructed both ourselves and her solicitor to proceed with the original and progressing sale.

I would also like to take this opportunity to remind you that you have been issued with our in house complaints procedure. I would welcome you to formalise your complaint and, if you are still not satisfied, to further follow this up via the Property Ombudsman.

Harry Harper are committed to providing our vendors and purchasers the utmost care at all times. It is regrettable that your offer has been unsuccessful this time however, we would like to take this opportunity to wish you all the very best with your property search.