Dear Andrew,

We just wanted to write to express our thanks and appreciation for the service we’ve received from Kathryn Willman at your office.  Last year we encountered dreadful unprofessionalism and underhanded service from individuals at Solihull office which resulted in a formal complaint.  The initial response was not only dismissive but disrespectful and inaccurate.

After a conversation with Kathryn who “got it both barrels” should we say, we have received excellent service.  Kathryn has tried so hard to find us a property, kept every promise, provided great communication and been totally professional throughout.

From being close to sending my letter to the Ombudsman Kathryn has turned this around and I suspect avoided a large compensation pay out.  In addition, she has provided a lead to Pete, FPM who is currently arranging our mortgage.  All this has helped us find and purchase our dream home.

We’re just sorry that the property we found wasn’t marketed by yourselves but would like to express our gratitude to someone who has provided professional service and been committed from that initial phone call to “keep us happy”, She has been eager to right the wrongs, acknowledged the difficulties we encountered and is a great ambassador for your company.

On a lighter note, we’ve had a giggle in the process which has seriously helped relationships!!!

Thanks again and good luck to you all for a busy and profitable 2010.

Yours,

Kate and James Hendry