Helpful
We started using Gazeal after losing two sales in a month to buyers walking away. We love it as the setup was straightforward and the team answer the phone when you call. I would recommend it.
7 augusti 2026
Omdöme utan inbjudan
Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
2,2
Dålig
13 omdömen
Ingen aktuell inbjudningshistorik
Det här företaget har inte bjudit in sina kunder på länge. Omdömen kanske inte är representativa
Har besvarat 100 % av sina negativa omdömen
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Avoid these agreements
I would advise people think long and hard before entering into an agreement of this kind. They appear to offer the vendor the protection, and afford them the right to not be transparent, make false claims with no recourse unless you can find "reasonable" reason to end the agreement. Avoid, or ensure you sign only once you are happy the property is sound and the other party is trustworthy.
9 juni 2026
Omdöme utan inbjudan
Svar från Gazeal
Thank you for your review, and for giving us the opportunity to respond.
The Reservation Agreement does not, as you say, give the Seller the right not to be transparent, and it does give you the opportunity to claim the Commitment if the lack of transparency means that you consider that you were wrongly induced to enter into the agreement or you feel that the nature of the claim has changed.
In your case you withdrew because of a survey and because you claimed that the Seller had misprepresented the property.
The agreement provides that it is perfectly legitimate to withdraw because of the condition of the property provided that you demonstrate that the surveyor has identified works that are "urgent" and you have quotes from contractors demonstrating that the cost of their repair was in excess of 1.5% of the Sale Price. Prima facie, if you withdraw without getting the quotes, the cost of the repair of the urgent matter cannot have been in your mind at the time you withdrew. Most people do not have a problem with this concept and regard this requirement as fair.
You withdrew without having obtained quotes.
You also had the opportunity to show that the seller had mispresented the property and therefore that you were entitled to withdraw without payment of the Commitment and to claim the Commitment from the Seller before the Independent Expert.
You declined to do so.
There is nothing one sided about this arrangement, quite the opposite. You had every opportunity to demonstrate that the costs of the repairs were such as to allow you to withdraw, and to show that the Seller had misrepresented the property. You did not do so, and opted instead to pay and to submit a bad review.
One star is one too many!
One star is the lowest permitted by Trustpilot, zero stars would be more accurate! This company are tantamount to extortionists in my opinion. You can quote their own clauses and they just ignore you and demand money!!! Avoid avoid avoid!!!!!!!!!!!!!
16 maj 2026
Omdöme utan inbjudan
Svar från Gazeal
Thank you for your comment. The agreement is drafted to be as fair as possible to both Seller and Buyer and therefore provides that if one party is going to withdraw they can do so reasonably on certain grounds but that they have to produce the specified evidence to substantiate this before they do. It is only very rarely that someone finds this unreasonable.
You specified several grounds, and despite having been asked for the evidence, you have not produced it. It is now for the Seller to decide whether they wish to take this forward, not Gazeal, who are the independent, impartial administrators of the agreement and are not a party to it.
Costly, Stressful, and Far Less Protection Than Expected
My experience with Gazeal has been disappointing and ultimately very costly, both financially and emotionally.
The property transaction became heavily delayed, with the seller pushing completion back by around 3 months despite initially appearing willing to exchange much sooner. It could be the estate agent holding off the information, but in any case, in reality, delays of that length create serious complications for buyers - including mortgage offers nearing expiry, additional costs, and ongoing uncertainty across the chain.
What I found most frustrating was that when the seller withdrew from the agreement just 1 day after the reservation contract period ended, this was still ultimately not considered to be 'bad faith' under the process. After going through a lengthy and stressful dispute process, the appeal was unsuccessful, and to make matters worse, I was also ordered to pay additional hearing costs.
Another major concern is the fee structure itself. The buyer pays the reservation fee upfront, whereas the seller only pays their portion if the transaction successfully completes. From my perspective, this creates very little financial risk or commitment for the seller compared to the buyer.
It also became apparent that the agreement is focused primarily around exchange deadlines and appears largely irrelevant to the realities of completion. In practice, a buyer can still face lengthy completion delays, mortgage expiry risks, additional legal and financial costs, and major uncertainty, while remaining with limited practical protection under the agreement.
From my perspective, the level of protection and reassurance promoted by the reservation agreement did not reflect the practical reality when a dispute arises.
My advice to anyone considering this type of agreement:
* Fully understand what protections actually exist in practice. Read the contract thoroughly.
* Carefully consider the risks around delays and mortgage expiry.
* Be aware that proving 'bad faith' appears to be an extremely high threshold.
* Understand that pursuing a dispute can result in additional costs even if you genuinely believe you were treated unfairly.
* Carefully review how the fee structure and contractual timelines actually operate before committing.
While others may have had a different experience, mine was lengthy, stressful, expensive, and ultimately left me feeling far less protected than expected.
8 maj 2026
Omdöme utan inbjudan
Svar från Gazeal
Thank you for your review. I am very sorry that you have been left with an unfavourable view of our service.
As you rightly say, the Reservation Agreement provides for disputes between the parties to be resolved by an Independent Expert. This is a quasi judicial process, in which disputes are resolved according to the Law of England and Wales. The Expert appointed for this role is a recently retired Senior Circuit Court Judge and Kings Counsel, and is administered by our legal team of solicitors and barristers.
Under the agreement the parties agree to be bound for a particular term - contract law does not allow parties to enter into an indefinite and possibly never-ending term. At the expiry of the term, the agreement is at an end the parties are no longer bound by it, and are therefore entitled to withdraw from the sale without any of the penalties specified by the agreement.
You are quite correct that the agreement does oblige each party to behave in good faith, so if they have deliberately extended matters beyond the end of the term in order to withdraw, then they will be liable, but the standard of proof for this is higher than simply the fact of their withdrawing. At the very least, the party claiming would have to point to conduct during the Term that would allow the Expert to infer that the Seller was acting in bad faith. I am afraid that in your case the Expert found that this had not been proven.
I am afraid therefore that your complaint is not so much about Gazeal, as about the law itself, and we are bound by this just as everyone else in the country is.
You also state that the Seller only pays their part of the Guarantee Fee on Completion. This is not true. If the Seller and the Buyer agree to each pay half of the Guarantee Fee, as you did, this is payable by both parties before the Reservation Agreement comes into force. In your case, it was a Special Condition of the agreement that the Seller would re-imburse you the half of the Guarantee Fee on Completion - this does not imply that the Seller was only paying on Completion. What it means is that the Seller was willing to pay the entire cost of the Reservation Agreement provided that the sale got to Completion.
Lastly, you are quite right, the Reservation Agreement does indeed concentrate on Exchange. It is not possible, when an offer is made, before brokers, solicitors, valuers, surveyors, etc are instructed, to anticipate what matters will arise that might affect completion timescales. The agreement therefore aims to ensure that both parties take all actions necessary to get to Exchange of Contracts within the Term.
I am sorry that yours is one of the rare cases where a Reservation Agreement did not result in Exchange, but I wish you well with your search for the property that is right for you.
Gazeal is truly awful
Gazeal is truly awful. 100% one star reviews says it all - and that abysmal record isn't going to change with this review. We only hope it confirms to potential customers that this company should, in our opinion, be avoided at all costs.
The irony is that most of these reviews are from buyers who have had a bad experience - and yet we are the SELLERS and they couldn't even help.
The contracts are littered with get-out clauses and despite thinking that we could rely on the reservation agreement when our buyer failed to complete on time, it seems the agreement was utterly worthless.
Fine and Country estate agents are equally culpable in my opinion in pushing us into and mis-representing this agreement.
10 april 2026
Omdöme utan inbjudan
Svar från Gazeal
Thank you for your review.
At Gazeal we ensure that the Parties are as informed as possible before they enter into an agreement.
In your case you were informed that your Buyers needed to find a buyer for their property in order to proceed with the sale to you. This presented obvious risks to you as a Seller, which risks you decided to accept.
You also agreed to a Special Condition that specifically provided that if the Buyers had not found a buyer by the end of the term of the Reservation Agreement that they were entitled to withdraw reasonably and without penalty.
The Buyers did not find a buyer, and therefore they were entitled to withdraw. You expressed a wish to claim the Commitment, and we were of course obliged to inform you that this was a risk that you had accepted and had specifically excluded, and therefore any claim you presented would almost certainly fail before the Independent Expert.
I can understand that you are unhappy with the outcome as it did not result in a sale, but you were informed of the risk and you accepted it, you agreed to a special condition in relation to that risk, and this was the reason the matter did not complete and you were not able to claim the Commitment. This has nothing to do with “get out clauses”, as you claim.
Avoid avoid avoid
Avoid avoid avoid. If you ever hear the name Gazeal or are considering being involved in any way with them, run for the hills. I have never been so disrespected, dissapointed and discriminated against by individuals or a company ever.
If you have a disability, never engage with this company. The completly disrespect I have had to deal with is ridiculous. Completely incompetent individuals who do not care about you, only your money and if uou ever have the displeasure of emailing Willene or Duncan. I wish you all the luck in the world as these two are horrible individuals.
Absolutely awful company. Completely mismanaged. Have discriminated against myself and my husband and we have had a complete lack of communication with the company. I am still waiting two weeks in for acknowledgment of my complaint. Company needs a complete overhaul and every member of staff needs discrimination and sensitivity training as they clearly cannot deal with circumstances presented to them. Still no answers to my questions.
Never use. Their behaviour is absolutely disgusting, unprofessional and completely biased.
17 oktober 2025
Omdöme utan inbjudan
Svar från Gazeal
Thank you for review, and for giving us the opportunity to to respond.
By the Reservation Agreement, both Seller and Buyer agree that any dispute between them will be adjudicated according to the laws of England and Wales by an Independent Expert, who is a recently retired Senior Circuit Court Judge and Kings Counsel, and the process for doing this is set out in the Rules for Expert Determination.
Under the Rules, both parties have every opportunity to make such arguments as they wish and to present such evidence in support that they think appropriate.
You did so, the Independent Expert read and considered the evidence of both sides, preferred the argument of the other side, found that you had withdrawn unreasonably and therefore that you should pay the Commitment to them.
You may not like the outcome, but this is a question of the application of law and evidence by an independent expert following a fair process, not the Gazeal service. All that Duncan and Willene did was their role, which was to fairly administer the process set out in the Rules to ensure that both parties were able to present their cases.
There is no question of discrimination in any way, and I trust that you will not repeat this.
BUYERS: do not sign the agreement! 🚩
If you’re a buyer, I would strongly recommend not getting involved or signing an agreement with Gazeal. Gazeal is seller-focused and supports the seller to maximise their own profit if the sale does not go through, despite presenting themselves as “unbiased.”
This statement reflects my terrible experience under Gazeal’s reservation agreement. Following a RICS survey that identified issues exceeding the contractual threshold for a reasonable withdrawal, we were nevertheless unable to exit without financial loss.
After months of correspondence, we accepted Gazeal’s proposal to walk away at a loss. We lost the £1,089 reservation fee, and Gazeal agreed to withdraw a £5,500 counterclaim, which they initially attempted to pressure us into paying based on their biased judgement.
Side note: If the sale does not go through (based on a reasonable verdict), they are supposed to return the reservation fee to both parties. Thus, it is only profitable for them to support the seller, even if the buyer tries to exit reasonably. They only get to keep the reservation fee if the sale goes through or if they side with the buyer and trap the seller into paying the compensation to the buyer.
Solicitors typically charge around £2,000 just to carry out an initial assessment (such as reviewing the agreement). It is therefore better to protect yourself from getting tied into a Gazeal agreement, which is definitely not carried out fairly.
This review is provided for informational purposes only, based on our direct experience. 🚩🚩🚩
24 juli 2025
Omdöme utan inbjudan
Svar från Gazeal
Adithya, I am sorry to read your review, which you have submitted at the same time as your husband on other platforms, both with regard to the same transaction, no doubt to maximise the effect. I am grateful to you however for the opportunity to respond.
The Reservation Agreement places the burden of proof on the party withdrawing to give one of the five reasons specified as grounds for doing so, and the proof specified, at the time of withdrawal. You decided to withdraw by reason of a physical defect in the property.
The agreement specifies that in such circumstances you should produce a RICS Survey identifying "urgent" works, with quotes (not estimates) for the repairs required, the total of which is greater than 1.5% of the agreed sale price at the time that you withdraw. This is a provision that the overwhelming majority of our sellers and buyers consider fair and balanced.
Were you in the position of the Seller, I am sure you would not consider it fair for your buyer to withdraw having produced only half of the evidence specified, and then produce the other half of the evidence after you had withdrawn.
However, this is exactly what you did. You withdrew by email on 25th March, we reminded you what evidence was required by the Reservation Agreement that you had signed, and you then obtained a quote for the repairs that was dated 30th March, and which was not based on a site visit, but was a desktop estimate. The fact that it was produced after you had withdrawn means, of course, that it could not have been in your thinking at the time that you withdrew.
Not unsurprisingly, the Sellers were less than happy with this approach and obtained quotes of their own, as they are entitled to do.
Under the Reservation Agreement disputes are referred to an Independent Expert, who in this case is a recently retired Senior Circuit Court Judge and Kings Counsel who is completely independent of Gazeal and not part of the management, is not employed by and has no shares in Gazeal. He preferred the evidence of the sellers and found against you.
As to your "Side Note", you are mistaken. It is our policy to refund the Reservation Fee if one party withdraws reasonably, but not if the matter goes through the Dispute Resolution process because, as you rightly say, this can involve months of correspondence to resolve the matter, for which we make no charge to either party. There is therefore no incentive for us to find in favour of the Seller, as you allege, even were it possible for us to influence the decision of the Independent Expert.
In fact, as neither party has to put down a deposit, but instead we guarantee the obligations of each party to the other, the incentive is the other way around - to not find that a withdrawal was unreasonable so as to avoid the risk of being called to honour the guarantee.
In your case, as you refused to pay the Award made by the Expert, we honoured the Guarantee and paid the Commitment of £5,000 to the seller and the costs of the Expert hearing of £500.
However, the important point to note is that the Reservation Agreement is fair to both seller and buyer, that the obligations on each party are entirely reasonable and are agreed by both buyers and sellers to be so in the vast majority of cases, and that Gazeal honours its obligations to both, even if, as in your case, it involves substantial financial loss, because we believe that our word is our bond.
Buyer beware
Only seems to act for the sellers but on reflection that makes sense as it the estate agents that make you sign the agreement, [which on the surface looks ok for both parties] but of course, get the business to pay the company.I was forced to pay over £2000.00 to the seller despite a bad survey.
Beware if you are a buyer
19 december 2025
Omdöme utan inbjudan
Svar från Gazeal
Thank you for giving us an opportunity to respond to your complaint.
The Reservation Agreement is drafted to be as fair as possible between the parties. If you are withdrawing by reason of a survey, you have to show that the survey has identified urgent defects and that the further investigations recommended by the surveyor have been done.
In your case your surveyor recommended a further inspection by a roofing specialist. You did not do this, and instead just got quotes for replacements on the basis of photographs taken by the surveyor. In other words, there was no recommendation by the roofing specialist that this work you had quoted needed to be carried out.
Were you the Seller, I do not think that you would regard this as fair and in good faith.
You were advised of this, and plainly could see the force of this argument, as you paid the Commitment without the matter being referred to the Independent Expert.
I can of course understand that you resent having to pay the Commitment, but plainly you also understand that the Seller would equally have resented your withdrawing in these circumstances, so I am sorry that you have felt the need to file a review in these terms.
What a waste of time
What a waste of time. If you have a problem with the agreement. Ie . Your co partner in the agreement.You are asked for extra money for an independent expert to decide if the settlement fee is to be paid.
So why bother with them in the first place?
I was asked to pay £500 pounds for it to go to an independent expert. So the reply below is not correct.
23 januari 2026
Omdöme utan inbjudan
Svar från Gazeal
Thank you for your review, and for the opportunity to comment.
You are incorrect when you say that you have to pay extra money for the Independent Expert. Costs are awarded by him on the basis of “loser pays” - in other words, it costs nothing to go to the Expert, but the party against whom the order is made is ordered to pay the costs of the hearing.
If you are unsure of the strength of your case, then you have to decide whether you wish to take the risk of a costs order being made against you. That is your choice, but it is not grounds for a disobliging review.
0 - Star Review
0 - Star Review – Would Not Recommend
I had a very poor experience with Gazelle Reservation, and I would strongly advise others to think very carefully before engaging with this company.
The estate agent was Balgores (Hornchurch branch), and the individual I dealt with was Bradley. On or around Christmas Eve, I was pressured into signing a Gazelle Reservation document. At the time, I was repeatedly told that this document was “something the government had introduced” and that it was now “legal and required.” Based on those assurances, and under time pressure, I signed it.
I later discovered that this was not a government-introduced requirement. Even more concerning, my own solicitor stated they had never heard of this document and advised that I should never have signed it. In their professional opinion, this should have been handled entirely through solicitors, not via a third-party reservation company.
After the transaction completed, we were told we would receive half of the reservation fee back. This then turned into another long and frustrating process. The money had been passed through Balgores, then supposedly to the seller, and I was left personally chasing the seller to recover funds that should never have been this difficult to return.
When I contacted Gazelle directly to raise concerns and seek clarity, I was repeatedly redirected back to the estate agent instead of receiving clear answers. Responsibility was constantly deflected, and no one took ownership of the issue.
In my opinion, this reservation agreement:
• Did not provide meaningful protection
• Was extremely vague
• Did not prevent issues or delays
• Added unnecessary stress and cost
• Was something my solicitor explicitly advised against
Based on my experience, I believe this system benefits intermediaries far more than buyers, and I personally would never use it again.
Please learn from my experience: do not feel pressured into signing anything outside your solicitor’s advice, and be very cautious with Gazelle Reservation agreements. It was not worth the money, the stress, or the time.
MY RESPONSE:
Your response still avoids the key issue I raised.
The reservation agreement was presented to me as though it was effectively a legal requirement, when it was not. I later contacted the relevant government department directly and was informed that reservation agreements are not law and are entirely optional. Your response now appears to confirm this by referring to “freedom of contract” and saying sellers may choose to make it a condition of sale.
At no stage was this properly explained in a clear or transparent manner.
You also state that “we cannot help if your solicitor is unaware of this,” yet the reservation agreement information was never properly forwarded to my solicitor in the first place. If this process was as established and important as you suggest, then the relevant documentation should have been sent to the solicitors immediately and handled professionally throughout.
In reality, the entire transaction was poorly managed from beginning to completion. Communication was inconsistent, the process was unnecessarily slow, and the arrangement added confusion rather than efficiency.
Please also do not take credit for the successful completion of the property purchase. In my experience, this reservation agreement process did not speed anything up or improve the transaction in any meaningful way.
My overall impression is that these agreements primarily benefit estate agents financially, while buyers and sellers are left dealing with additional cost, pressure, and confusion.
6 mars 2025
Omdöme utan inbjudan
Svar från Gazeal
Thank you for your review, and for giving us the opportunity to reply.
On average, 33% of all sales agreed fail to get to Exchange of Contracts and Completion. The Government advises that both parties should consider whether it is appropriate for them to use a Reservation Agreement in their “How to Sell” and “How to Buy” guides. We cannot help it if your Solicitor is unaware of this.
Gazeal Reservation Agreements reduce the proportion of sales that fail to complete from 33% to 5%. This is information that is freely available on our website.
Freedom of Contract means that the Seller is entirely within their rights to consider whether they wish to make it a condition of accepting your offer that you enter into a Reservation Agreement. This is a matter of what your solicitor should understand as “trite law”.
I note that your sale completed. Congratulations and we are very glad to have had the opportunity to be of service.
If the parties have agreed that one party will re-imburse the other for the Reservation Fee on Completion, they are informed by Gazeal that this is a contractual matter between them, and that they have to inform their solicitor of this requirement, who will then make the appropriate arrangements to include this within the Completion Statement and / or the Contract as appropriate.
From what you are saying, either you did not inform your Solicitor, or your Solicitor did not do this.
You complain that no-one at Gazeal took ownership of the issue - this is because you were informed that this was for you to deal with with your Solicitor, and was not the responsibility of Gazeal, at the time that you signed.
Again, congratulations on the completion of your sale, and we trust that you will enjoy your ownership of your property.
Avoid this company at all costs
Gazeal Reservation Agreements are basically a scam. This was presented to us as a way "to stop either side pulling out of a house purchase transaction for a silly reason" but the reality of the agreement was a financial nightmare as a buyer. The agreement used vague terminology throughout with each party contributing £300 to sign the agreement and having to pay £2,000 to the other party if they withdrew for illegitimate reasons. In our case, there was a major issue discovered on the survey which was somehow not classed as a valid reason for withdrawal and we were forced by the so called "Expert" to pay the £2,000.
I would advise friends, family and anyone reading this to avoid this company at all costs.
7 december 2025
Omdöme utan inbjudan
Svar från Gazeal
Thank you for your review and for the opportunity to comment.
The Reservation Agreement sets very specific and easily proven standard of proof for withdrawing by reason of the survey - that the surveyor has identified “urgent”, Cat 3, Code Red, issues, the cost of repair of which, as evidenced by quotes from reputable contractors, is greater than 1.5% of the sale price. All of our sellers and buyers consider this very fair between the parties.
I am unable to comment on the specifics of your case, as there are not enough details in your review to allow us to identify it, and your name does not appear as a client of ours. However, per the above, if there was a “major issue” then you would have been entitled to withdraw.
The “so called “Expert”” is a recently retired Senior Circuit Court Judge and Kings Counsel who has specialised in property for his career. Plainly he did not consider the matter you complained of as being “major”, reaching the standard set by the Reservation Agreement.
You may not like the outcome, but this does not make the service a “scam”.
Run anywhere you see these guys
Run anywhere you see these guys. They are not in it for you as a buyer especially. Their agreement doesn't take Into account issues that cannot be the buyers fault. They also are in cohoots with their expert to favour whoever they choose to favour.
DO NOT SIGN ANY AGREEMENT WITH GAZEAL ON IT
1 december 2025
Omdöme utan inbjudan
Svar från Gazeal
Your review does not, I am afraid, contain any information that allows us to identify your matter, and our systems do not contain any mention of the name you have given, however….
The Reservation Agreement allows the Buyer to withdraw for five reasons - bad survey, bad title, change to terms agreed, failure of mortgage finance, failure of chain.
The Reservation Agreement allows the Seller to withdraw for two reasons - change to terms and failure of the chain.
There are therefore significant protections built into the agreement that are there specifically to protect the Buyer. All of our Sellers and Buyers agree that these protections are fair, proportionate and appropriate.
The Independent Expert is a recently retired Senior Circuit Court Judge and Kings Counsel who has specialised in property for his entire career at the Bar, as a Silk and on the Bench, who is not employed by Gazeal, is not part of the management, is not a director of and has no shareholding or options in Gazeal.
Gazeal are independent, and have no financial or other interest in either side. There is therefore no reason, nor would we ever, be “in cohoots (sic) with the expert” to favour either party, not that the Expert would debase himself to do so even if we asked and we are quite sure he would resign from his position forthwith.
Your anonymous, untraceable, unfounded and frankly libellous review is therefore entirely false, and we trust that you will not be repeating it either here or elsewhere.
Deeply misleading and manipulative process – only backed down when challenged
I entered a Gazeal Reservation Agreement in August 2025 for a £900,000 property and paid a £900 “Guarantee Fee.” The contract clearly stated the fee would be refunded if either party withdrew reasonably — such as when a lender refuses to lend because of the property’s condition.
Both Halifax and Nationwide refused mortgages on the property after reviewing the same RICS survey, which valued it at £0 due to major structural issues. That made the property unmortgageable and met the contract’s “reasonable withdrawal” test beyond any doubt.
Yet Gazeal argued relentlessly, dismissed the evidence, and twisted the contract wording to avoid refunding me. The estate agent even called claiming, “That can’t be possible — no other surveyor has had keys,” which made it clear they were trying to cast doubt and protect Gazeal’s position rather than follow the facts.
For weeks, they refused to release my refund. It was only when I said we should take it to the formal Gazeal panel that he suddenly backed down and stopped pressing the issue — behaviour that speaks volumes about how fragile their position really was.
I then raised a chargeback with HSBC, who reviewed all the evidence and refunded me in full, confirming Gazeal had not delivered the service as promised.
In my experience, this company’s process is manipulative, one-sided, and designed to wear buyers down. The so-called “guarantee” is a trap — it offers protection in theory but none in practice.
Date of experience: August – October 2025
20 augusti 2025
Omdöme utan inbjudan
Svar från Gazeal
Thank you for your review Mr Tyrell, and for the opportunity to reply.
The Reservation Agreement is between you and the seller. Gazeal remain independent in any dispute. The £10,000 penalty to which you refer would have gone to your Seller. Gazeal have no interest in it.
Following your withdrawal the Seller referred the matter to mediation, which found that you were likely in breach of the agreement. This is not the forum to go into the evidence, but, fortunately for you, he then decided not to pursue the claim, which brought the matter to an end.
It is our policy to refund the Guarantee Fee when the parties withdraw reasonably, which you were not found to have done, and not when we incurred the cost of mediating a dispute.
HSBC has not contacted this company, and certainly not to ask for any details about your complaint, but I am very happy to explain the matter to them as and when they do. It is not true that this firm gave you a refund. You made a complaint to the card payment provider who refunded you under s78 of the Consumer Credit Act and then debited our account without our authority - this does not mean that they went into any of the merits of your case at all, and does not in any way imply that this firm consented to the refund, which we did not, as having fully investigated your complaint, we regarded it, and continue to regard it, as without merit. It is therefore not true to say that this is an indication that our position is in any way “fragile”.
Alternative Dispute Resolution is a quasi judicial service, involving the application of the rules of evidence, the application of the law, and the following of fair and balanced procedure by qualified lawyers with expertise in conveyancing law and process. It is a serious responsibility. It is, I am afraid, inevitable that on occasion one party will be unhappy with the result. However, I trust that readers of this review will understand that the quality of service that we provide will follow these important principles and will not be affected by pressure from one party, no matter how unreasonable they are.
Thank you for giving me the opportunity to highlight this important point.
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