8 Jan 2026I won't update a third time to the shifting sands of LR's many repeated reply revisions and updates, however I would note that veracity and aggressive denial have been a further issues. EVERYTHING I say below is 100% true...and even then is not the whole story of our experiences. It is certainly not the case that everything written by LR in response is true.‐-------------We had a really poor experience with Lawrence Rand in Ruislip Manor, selling a house as part of the administration of our mum's estate. I give just a flavour here. The nature of offers was misrepresented, it seemed clear afterwards with the motivation to maximise agency fees rather than serve our interests. For example, a real cash offer was advised against whilst an offer from another agency client was strongly promoted...despite being well below the agent's own suggested baseline price...as akin to a cash offer and a near guaranteed 6 week completion. Most concerningly, when the potential buyer had their own sale fall through, who'd instructed the same agency, this was actively hidden from us for several weeks, presumably to keep the double commission in play. Our repeated enquiries about what was happening during that period were just ignored.With all trust lost, the agency management was then verging on aggressive in trying to keep hold of the business, with their idea of complaint handling being eg for the owner / manager to turn up physically at our home, explicitly against our expressed wishes, to try to 'talk us round'. But there really could be no "resolution" to the type of behaviour we'd experienced, as against more basic 'poor performance.Our eventual buyer had their own separate poor experiences with Lawrence Rand, themselves moving to a new agency (Gibbs Gillespie) and describing the difference compared to Lawrence Rand as "like night and day". Other issues for us included the agency refusing to remove the property from the company website, long after we asked for this and had ended the contract...and similarly leaving their sign up many weeks after we'd asked it to be removed, for advertising.After around 8 months we concluded the sale entirely through our own efforts and engaging directly with our buyer, having sacked the agency months previously, though the agency still insisted on their full fee, from a residual contractual clause, despite their behaviours and doing little. We'd not had touch with the agency for months, then they emailed us even on Christmas Day pressing for their full fee after we ourselves, acting alone, finally concluded a sale. Money remained their sole concern. Business ethics and moral principles don't feature. Even our buyer said "they don't deserve a penny". But really for us it was more the principles of dealing with an agency which, for us, exemplifid the worst practices of the sector. Initially slick, but OMG we hugely regretted going with them.
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Lawrence Rand is an award-winning, independent estate agency established in 2008. With over 15 full-time property professionals and more than two decades of leadership experience, we specialise in residential sales, lettings and property management.
Since day one, our mission has been simple: to deliver exceptional results with honesty, transparency and first-class customer service. We combine traditional estate agency values with modern marketing, proactive communication and a highly motivated team focused on achieving the best possible outcome for our clients.
We understand that moving home is one of life’s biggest decisions. That’s why we pride ourselves on being responsive, knowledgeable and supportive at every stage of the journey — from valuation through to completion and beyond.
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