I engaged with Baldwin & Robinson based on a recommendation and from speaking to Stuart Baldwin on the phone, who assured me he treats all he accounts as if "he was buying the house for himself".
We were unfortunate enough try and buy a house where the vendor was in a complicated situation which resulted in the cancelling of the sale, as a result we lost quite a bit of money and ended up homeless - none of which was Baldwin & Robinsons fault.
It never ceases to amaze me how businesses forget to put their customers first, and how they lose their way and forget if you do customer service right it makes you more money! We never once had the sense Baldwin & Robinson where working for us, and there was no empathy for the situation we where in. The only proactive communication we received from them were invoices, they never once made an effort to update us on the progress that was being made, or took the time to understand our situation and see how they could best service us. What is most unforgivable is not returning calls, we had to regularly chase multiple times to get questions answered or get updates on progress, buying a house is hard and expensive, if I am paying you hundreds of pounds to work for me, offer me a service that reflects this.
