Dear Rachel, thank you for your feedback. We regret to learn that you were left dissatisfied following the completion of your sale. We understand that one of our managers has internally addressed your complaint and can comment based on the investigation and response already provided to you. We have reviewed the early communications with you and the property acquisition manager, they did not intend to give you a false impression of our service or guaruntee a timeframe, rather to express their confidence in your property and considering that our average timeframes are below the national averages when looking at a straightforward transaction. We could not foresee the delays that occurred in your case, such as the delays with the management pack and the buyer's lender, they were unfortunately completely outside of our control. During the internal review, we found that your point of contact for conveyancing persistently chased all parties and kept you updated throughout this process, regardless of whether the update was what we desired. In terms of the estimated exchange date on the memorandum of sale that you received, this was exactly that- an estimate, and we do not encourage that parties whether the buyer or the seller to a transaction make any definite plans around these, and we can confirm that we did not lead you to believe that this would be a guaranteed date. The verbatim on the memorandum of sale document reads: Target Exchange Date - Estimated Exchange of Contracts By XX. Lastly, regarding a compensation claim, it is important to note that we need to consider what has or hasn't been within our control and our role as estate agents when evaluating claims for reimbursement. In this case, it is unfortunate there was not anything that we or any estate agent for that matter, could do, preventatively or reactively to have changed the timeframe outcome, due to the hold ups that originated outside of our control. We are sorry that you have been left dissatisfied following your experience with us. We would like to congratulate you on the completion and we do wish you all the best with this next chapter. Best regards, Springbok Customer Services