Alex Wilkinson's reply has been very useful at balancing the orginal review.

Morning Dawn thank you for your feedback. I would like to take this opportunity to explain the reasons as to why your offer took so long to get a decision, as advised this property was being dealt with by family members who each had to be made aware of any offers received. In this particular case one of the family members was actually in France and was only contactable in the evenings which was advised to your mum who we had most of our dealings with. Unfortunatley by the time a response was given by the family a further 2 offers had been submitted, at which point you were advised immediatley. When you increased your offer this was put straight to our client who as advised needed to speak to family members. Rachael, Rea & myself kept your mum as up to date as we possibly could with the infomation we were being given by our clients. When yourself and a further party both submitted full asking price all information regarding each party was given to the client & their family for them to make a decision with who they wished to proceed with. It is customery when making offers on property you will be asked what percentage of mortgage you will be obtaining & this will be passed over to the clients & this case was no exception to that, the clients were made aware you had your mortgage in principle & advised what percentage of mortgage you were getting. At no point will any offer/potential purchaser ever be favoured by ourselves over another, the decision is always made by the client who is selling the property. Your mum was given all the information regarding the property and to its reduction in a conversation with myself. I have spoken with the staff at the office in great length this morning especially with regards to your comments about Rachael and her lack of customer service, I have been party to many of Rachaels conversation with both yourself & your mum & I have spoken with your mum in depth regarding this property, I can understand that you are upset at not obtaining the property but we can only give the clients all the information and leave it to them to make their decision as to who they wish to proceed with & it is unfortunate that in this case they decided to go with the other party. I have spoken with you today regarding your comments above and hope to have resolved some of your issues as they were clearly out of our control. Good luck with your new purchase we are pleased you have found somewhere. Kind Regards Alex Wilkinson