What should have been a momentous milestone has unfortunately devolved into a deeply frustrating and disheartening experience. The most disappointing aspect has been the complete lack of communication from your teams—bar a single call from the paralegal at Talbot Law on July 4th. Timeline of Events:April 26th: I viewed the property externally in person and confirmed via WhatsApp to @Cheryl Ubsdell my intention to proceed with the purchase. During a prior phone call, I had already made it clear that funds were readily available, and I was simply awaiting instructions on when and where to deposit them.April 30th: I received the contract from Emilija Visockyte at Places for People. I promptly signed and returned the document. However, no banking details were provided to allow me to pay the reservation fee.Around the same time, I was referred to Ian Smith, your recommended mortgage broker. I submitted all requested documentation and completed the qualification process. Since then, despite repeated attempts to follow up with him, I have received no response.Around this time as someone from experience team from Places for People called me where I raised no banking details were sent to me to make the deposit and it was noted (Please check whomever it was that called me for their confirmation).May 17th: I travelled to Aylesham for the second time at the invitation of Cheryl Ubsdell (invited May 14th) to view both the interior and exterior of the property. I again raised the issue of the reservation fee and was advised that payment would be requested once all approvals were in place.July 4th: I was finally informed by Callum Simpson, Talbot Law also your recommended law firm that the property had not been reserved—despite documentation suggesting otherwise. This was the first indication that anything was wrong. So why was I being faulted for not paying the reservation fees? To further compound matters, I have now received confirmation from my assigned paralegal Callum Simpson that Talbot Law has refunded their fees, given that they had sent their banking details at the outset and fulfilled their obligations in good faith.I have made every effort to engage promptly and professionally throughout this process. Yet, over more than two months, communication has been absent, and no one thought to contact me—despite having my full contact information. Not one email, text message, telephone call or voicemail was sent or left by any of you.This experience raises serious concerns. Have the human aspects of this process been forgotten? Behind the paperwork and procedures is a real person who deserves courtesy, transparency, and respect.I now expect a full and prompt explanation of what has transpired, and a clear outline of what steps will be taken by all parties to prevent this happening to another customer because this is by far has been an absolute lacking experience from all of you. At a minimum, an apology should be extended to me.
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