they are completely unreasonable and charging me a ridiculous price for ground rent penalty despite…read morenever contacting me beforehand. the line is constantly unavailable and therefore can not get through to them and resolve this matter. horrible business, would avoid at all cost.

Unprofessional. Unhelpful. The receptionist was rude every time I spoke with her on the phone. I…read morehave paid ground rent. No receipt arrived. I rang regarding this and was told to wait for it in the post. I rang again after some time. They could not find confirmation of payment. Now I was being asked for proof of payment. I said the date I thought I made the payment but could not be sure as I have not received my bank statement as yet. I was told this was not good enough, I had to be sure of the date. There was no other way for them to check. I asked why I was not chased for not making the payment if they thought I had not made it. I was told that they would not chase an amount as little as £2.25 until next year when I would be in arrears. I contacted my bank the same day and confirmed the date of payment and account details. I rang Robert Fairhurst & Son again. It was found that indeed my payment had been received but attached to another property! When I asked why this has happened and how can it be avoided in the future, I was told that I was "making a mount out of a molehill" . The receptionist continued to interrupt me, refused to give her name. When I asked if there was anyone else who could speak with me, I was told that they were too busy and there was nothing that should be done for me now as "the matter is cleared" anyway. When I asked about their complaints procedure, I was told that they have no complaints policy. During these phone encounters the receptionist hanged up twice without a warning, even though I did not raise my voice and certainly did not use bad language. Oh...and I still have not got my receipt of payment... Perhaps I would get round to asking for it again had I not been continually interrupted.