Unfortunately, I can find nothing to match the circumstances outlined in your first paragraph.

I am, however, aware of a recent situation which appears to be that to which you refer in your second paragraph.

You made an offer on a property we were selling, but the vendor did not wish us to stop marketing of the property until such time as your offer was "proceedable". Until such time as your own property was sold, you offer could not, therefore, be entertained. This is not at all unusual. However, contrary to your assertions, you were never promised otherwise.

Once you were proceedable, we asked for a "chain-check" from your agents, Purple Bricks. They took in excess of a week to provide this confirmation and in the meantime, the vendor accepted another offer.

Once your circumstances were clarified, the offer was nonetheless put to the vendor. Unfortunately, for you, the vendor chose to stay with the first-time buyer offer. This was explained to you and you were told that the size of the offer wasn't the issue; the owner simply chose to stay with the first time buyer's offer.

Naturally, we are concerned whenever somebody is unhappy with our efforts. On this occasion, however, it is actually Purple Bricks to whom you should direct your comments. Our offer-check procedures take around 24 hours. They took in excess of a week and we only got a response once you intervened. It was the Purple Bricks delay which lost you the property.

We take customer care very seriously and I invite you to write to me or email me directly for a fuller explanation of the circumstances surrounding this.

We are members of the Property Ombudsman and, in the event that you remain unhappy following our response, you may address a complaint to them at Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Mike Jones, Director.