I am sorry but you have actually got your facts wrong! Firstly if we had agreed to sell at the downgraded price that the surveyor came back with we would of lost 25k the offer we accepted and received from the successful sale was 25k more than what you recommended we accept. Secondly the second offer fell through because the buyers deposit fell through after two days because it clearly was never reality and you did not check their credentials thoroughly. The third offer fell through because you said another agent tempted them away with a different property. At no point did you say that the second or third sale fell through due to the roof! from the outset the decked roof was never meant to be marketed as a roof terrace as in our initially conversation we covered the fact this was just a decked roof and not an official terrace. If there had been an issue with any of the buyers and the fact you say this was an illegal roof terrace well that lies firmly at your door as it should of been made clear in the viewings that you carried out. You did not show the flat on your last day of instruction as I had taken the keys back some ten days earlier. I had to give access which I was unable to that day. This response is exactly why I did not respond to your email!

The facts seem to be accurate however you seem to have missed some of the details. I believe that we achieved an excellent price for the flat which you accepted. Even after you accepting the offer we went back to the buyer and obtained a further £5k. The quality of the buyer was excellent and they immediately proceeded to survey. A bank surveyor down valued the flat to a level that you would not accept therefore you pulled out from the sale. I should note that this down valued price was still a greater price than you actually achieved!. We then sold the flat again to which the buyer pulled out some days later after taking advice of the effect of having an illegal roof terrace. This buyer went on to buy a flat through us. As a matter of principle yesterday I asked my team to call all 43 people that we showed your flat and the 5 that made offers. 9 people we left messages for however 21 of them have since bought properties and the other 13 simply gave up which leads me to question you judgement on our ability to assess quality. I should also add that during the period of marketing your flat the RICS reported that it was the worst two months of flat sales since July 2007 whilst the past two months have made headline news on price rises. If the chartered surveyor who down valued your flat hadn't done so....you would have achieved a very high price. I believe that we worked very hard for you and to deliver over 40 viewings, 5 offers and a very high price is excellent value for the £3000 that we would have charged you. We never gave up and even showed the flat on the last day of our instruction. I suggest that you review the surveyor who down valued your flat and give us the credit that we deserve for all of our hard work.