Firstly, I would like to thank you for your feedback. We welcome all feedback and see it as an opportunity for us to develop and improve. I apologise if you feel your experience with us did not meet expectations.

However, we are an extremely busy agent and properties are rapidly sold. We are sorry that you have missed out on this occasion. I have spoken with the members of the team involved and I am satisfied with how they have conducted themselves. Addressing the following quote:

'you're not viewing the property so I don't know what you want out of this call'

I am sorry if you feel this response was curt. Lisa was genuinely attempting to ascertain what you wanted to achieve from this conversation, as the property in question had already sold.

With respect, staffing and staff training is none of your concern. We are more than equipped to handle absences of any nature and I am proud of the team that we have been able to assemble here at Goodchilds. I can assure you this is an outstanding team that deliver on a daily basis. Staff are highly trained and possess all of the relevant skills to perform their duties to an exceptionally high standard.

As an agent, I assure you the vast majority of customer feedback we receive is extremely positive. Yet this often goes unnoticed on review platforms such as Trustpilot and Allagents, as these platforms are largely used for the minority of customers who believe their experience has been unsatisfactory. Obviously, you are entitled to read past reviews and leave your own reviews on these websites. However, the racism issue is something I will not ignore. There is a zero tolerance policy on racism at Goodchilds. We do not discriminate and we fully comply with all aspects of the Equal Opportunity Act 2010 and respect all protected characteristics. As someone who is of dual heritage ethnicity, I am unfortunately no stranger to racism and have been a victim of racism all of my life. I am outraged at any accusation of racism against any staff member. I must stress in the strongest possible terms that behaviour of staff is professional and integral at all times. Failure to do so would result in consequences of the utmost severity. I am incensed that you have felt the need to mention this. This is a highly sensitive subject that you have casually dropped into an email without any knowledge or substance of the situation. This only confirms my opinion that this complaint is nothing but a knee jerk reaction to a missed phone call and subsequently missing out on the property involved.

I consider this matter closed.

Buying a house is probably the most important purchase someone will make in their life. It would be a shame if you were to cut all ties with us as you may see your dream home on the market with ourselves. We urge you to reconsider your request to be removed off our system. However, if this is still your wish then we will carry this out. If you change your mind then I am certain future experiences will surpass any expectations you have.