Our office in Epworth

We put our house up for sale back in November 2023 due to moving abroad permanently and sold the house in February 2024. The offer came through and we didn't any issues with the buyer and decided to sell our house to that particular buyer. This meant we were in a chain which the chain stopped with us. The sale was progressing as it should with no issues. We was leaving the UK at the end of May 2024 and wanted to know the hold up. We then found out that the buyers of our house was selling a lease hold property and this was causing the slight delay. I then questioned this why I wasn't informed about the property that the buyer was selling was a lease hold property. Paul Fox estate agents said to me don't worry as they deal with selling lease hold properties all the time. I then trusted them and hand no other option to continue with the sale of the house as we was leaving with a week to go. I then went to Paul Fox Epworth on the day we were flying out the country and sat in the office with a member of staff called **BEV** I sat in the office with Bev for around 20 to 30 minutes explaining the situation of us leaving the UK and gave her all the relevant information like what keys what and the Padlock code to our rear gate for access to our garage/rear garden just incase they needed access. I was also informed the same day that it shouldn't be long now until the completion date as all parties have signed the contracts and was waiting for exchange. Me and my family then moved abroad and cracked on with our lives hoping the sale should be sorted any time now and trusting Paul Fox estate agents with the property and keys. Two whole months passed taking us into July 2024 at which point we settled down. However we had some savings to make sure if the sale dragged on longer then needed to be we would still be able to pay the mortgage. I kept ringing up Paul Fox and my solicitor during the duration of this two months asking why is it taking so long. No one could give me a definitive answer. This made me start to worry as we had run out of the savings to pay the mortgage. I then received a phone call from Paul Fox stating that the sale is now going to take another 10 weeks for completion. I couldn't believe this as this has been going on for so long and about to loose my property due to repossession as I couldn't afford to pay any more of the mortgage while living abroad. I then informed Paul Fox I may need to look at rental of the property as I didn't want to be put in this situation of loosing the house. Paul Fox estate agents then rang me later after they spoke with the buyer about this and informed me the buyer is now pulling out of the sale as I wasn't going to wait a further 10 weeks for completion. A few days later due to the fall through of the sale Paul Fox needed to get access to our garden and garage. I then received a phone call from a rude and unprofessional staff member working for Paul Fox asking me for the code to the gate. I then told the staff member I have already given Paul Fox all the details including the code when I sat down with **BEV** before I left. The staff member then said to me over the phone we haven't got the code and never received one. The staff member then said abruptly "WELL DO YOU HAVE IT OR NOT?" Astonished to what I had heard I hung the phone up and spoke to Jackie in relation to this situation of the code. I told Jackie that I definitely sat down with Bev and told her and even saw her write the code down on a bit of paper infront of me. I even spoke to several other estate agents like Grice and Hunter, Walshes, etc and asked them all the same question about if they know the situation when a buyer comes into store and wants to buy a property the following details: 1) mortgage in principle 2) If they are first time buyers or have a property to sell 3) if you have a property to sell or not and information on if it's a lease hold/Freehold All the independent estate agents all said to me that they all know if the property is either a lease or freehold property.