First of all you should be aware that their agents are incentivised by getting you an offer, and that's it. How PB operates is that once you have had an offer (whether you accept it or not) as long as it's within 10% of your asking price, you are already obliged to pay their fees.

In other words, all they need to do is get you an offer, and that's it! They do not need to:

1. Follow through to complete
2. Make sure they check in with the buyer to make sure they're doing searches, instructing solicitors, etc.
3. Updating you that things are moving along

So you need to understand that once someone makes an offer within the 10% range, YOU ARE ON YOUR OWN!

They hand over to the post sales team once you accept an offer, who have no incentive to drive anything forward, and are therefore very reactive. By this point you are already left on your own, because of course no further viewings will be done, the agent will not care anymore (cos they are already getting paid their commission), NO ONE will nudge the buyer for updates, and if you are not experienced in selling like me, YOU ARE DOWN TO LUCK. In our case the buyer simply went MIA and one month later I had to nudge the agent to check for updates BECAUSE my solicitor had come back to me asking why the other solicitor hasn't contacted them. So NEITHER the post sales team nor the agent had done F all to get updates from the buyer once the offer had been accepted.

You have to be aware that this is likely to happen, and you must be prepared that your sale is going to fall through if you run into a buyer who is not so committed.

In our case if ANYONE had followed up like a normal estate agent would (because they do not get paid until it actually completes), then we would have known within days that the buyer had not instructed any solicitor and not even done any searches, and we would have put the property back on the market and cancelled the offer.

In our case we had missed the peak viewing season by the time we learned about the ghosting and we are left with still having to pay the PB fees cos' they had got us an offer (whether you accept or not).

So read the T&Cs and if you really want to sell your property, use high street estate agents. I learned my lesson here.

Buy cheap buy twice.

Update: I had already raised a complaint with them and was basically fobbed off with an insignificant amount of compensation. In addition to the above lessons learned, there were multiple issues during my experience. In any case, on hindsight we should never have gone with PB because of how they incentivise (or not) agents, and the fact that you will pay the fee whether you sell or not in the end even though they say no sale no fee which is an outright lie (read the small print).

So I just want to warn whoever reading this to think very very very carefully about using PB as it'll be cheap but you also have to bear the high chance of your sale falling through.