Firstly, I would like to say I am very sorry that you are not happy with your experience dealing with Tucker Gardner so far. I can assure you that we take any negative feedback very seriously.

I would like to point out that your request to view the property in question was first received on Tuesday 27th June. Unfortunately the sellers were unable to accommodate the times you initially requested, however we were able to confirm an appointment for the 3rd of July, less than a week after the initial request was made.

I understand my colleague has already emailed apologising for the clerical error which led to another partys email address being included on your record, and I re-iterate that apology. If it is of any consolation it is absolutely not the case that this other party was interested in the same property as you, simply that they happened to have the same surname, but I appreciate this is still not acceptable.

Your final offer was made on Wednesday 5th July, on the basis that the sellers gave you a decision by the following day, which we worked hard to secure for you. It was made very clear that the sellers wanted at least the asking price on their property to enable them to proceed with their proposed purchase. They agreed to accept an offer £5,000 lower than this, and so as such, have had to see whether or not any price adjustment could be made on the property they are purchasing. In the 5 working days which have passed since your offer was accepted, we are still in the process of negotiating on their onward purchase, which is why we havent been able to confirm the position with the onward chain yet. I am sorry for the delay, but the last thing I would want is for you to spend money on instructing searches and mortgage valuations until we have absolute clarity that the rest of the chain is still proceeding.

I appreciate you have been calling the office regularly to speak to me, and I am sorry that I have been on the phone dealing with other matters at the times you have called. However since you have also been in communication with me via email, and I have responded to you this way, I had hoped this would suffice.

As stated in my email to you yesterday evening, I am doing everything I can to confirm the position with the onward chain by close of business today, and will call you to confirm the position one way or the other.