I recommend you avoid dealing with Micheal McNally at the Norwich branch, even if recommended by your Estate Agent (who gets £200 for referring them). We're well over three months into our straightforward property sale and are yet to exchange, with no date set to exchange, even though we asked him to ensure it was by the end of November. His delays caused us to lose the rental we were meant to move into and the holding deposit. He lied about sending documents to our Buyer's Solicitor, and failed to chase people or get the documents needed. He refuses to answer the phone and is rude if you pursue him, and has generally made everything much more stressful than it needed to be. There is no complaints procedure on their website, and it's obvious why. From looking at Companies House, it's a family-run business made up of staff who work remotely and are a law unto themselves. I will be seeking legal advice and speaking to the Ombudsman.