The following is a summary of my recent transaction managed by Ian Merchant and Ellie Lynch. Based on my experience, in my opinion, the conduct throughout the process raised serious concerns about transparency and ethical standards, and the way the transaction was handled left me questioning the honesty and integrity of those involved.In summary, Bairstow Eves advertised the property with multiple inaccuracies, including: - Listing the property as Share of Freehold (with leasehold title) when the property was Leasehold only.- Stating the lease was 994 years when it was actually 78 years.- Indicating the property had a basement, when no basement was registered on the title.- Claiming the property measured 153.8 sqm when it was in fact 89 sqm according to the EPC.- Advertising no service charge despite a material service charge being applicable.Further issues included:- Misrepresenting their referred conveyancer as being in-house, and claiming the seller was using the same conveyancer (which was not the case), presumably to secure a referral fee.- Not disclosing a referral fee arrangement for their recommended mortgage advisor.- Providing inconsistent explanations for the disappearance of key information during the transaction. It seemed to me that the information provided was intentionally misleading.- Failure to disclose material charges on the property’s title.- Failure to disclose the Council Tax band.- Engaging in negotiation practices I found to be unfair, such as offering buyer benefits to the seller for leverage and using expired bids to pressure decisions.- Representing the property would be emptied of contents, when it was not.- Not providing their internal complaints procedure or the Ombudsman’s Code of Practice, and failing to display the required logos as stipulated by the Code. And, after complaining about this, It seemed to me that the explanation provided was intentionally misleading.- Not adhering to their own complaints process.- Leaving their "sold" sign up well beyond the legal timeframe and only removing it after being prompted.Their complaints process was particularly disappointing, rather than addressing the concerns raised, it appeared focused on denial and deflection, without taking accountability for the issues identified above. In my view, this response fell far short of what a professional and responsible agency should deliver. At times, it felt as though those handling the complaints process were unfamiliar with the very procedures they were meant to follow. The above has all been submitted to the Property Ombudsman where I look forward to their consideration of these clear failings.
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