ATTENTION BEWARE. When dealing with this agency don't trust what they say, deal ONLY with your Solicitor/Conveyancer!
As a professional I have never worked with such dishonest, untrustworthy people. I have kept all my emails and a full copies of my text files which i intend to report to the ombudsman. This agency took 0.25% of our money as "goodwill" whilst (unknown to us) negotiating behind our backs and exchanging with another party. They may appear friendly to you, however they take your money and the next thing you know they gazump you.
We were told by this agency that our offer was accepted by the vendor and at no time made known of a counter offer. Till today they have not advised us of the exchange and have still held onto our funds. No phone call or apology. They may be elderly but don't be fooled nor trust their hand shake, it means nothing and they sting. Watch Out!!!
Management you should be ashamed of yourself.