Further to my recent message I write to confirm the results of my investigation into the concerns raised about our customer service following your purchase of 9 Pavilion Court.
Obviously it is disappointing when customers feel dissatisfied however, having reviewed the sales file, telephone and email records I feel your comment is somewhat harsh.
Over the period of your property search our offices arranged around 20 viewings for you, we negotiated the sale on 9 Pavilion Court against multiple bids and concluded the sale in under 2 months. This included dealing with the offer being apparently withdrawn by your son in error and reinstated.
In most cases all of your enquires have been promptly responded to, with the exception of a couple of enquires where we had to wait for a response from the sellers or other parties. In particular Margaret Orrells has either responded to or referred all enquiries on receipt.
As previously said we take all feedback seriously and promptly investigate and address any problems brought to our attention. On this occasion an interim message explaining that we were waiting for information would have been helpful and we have amended our procedures accordingly but, it is a relatively small point when taken in the context of the overall transaction.Thank you once again for your time.
Martin Moore.
