Thank you for your heartwarming message. We appreciate your kind words and are thrilled to hear about your positive experience with Juliet. As a team, we are dedicated to providing the best service possible, especially to those who are new to the area. Best regards, Maria Castaneda, Marketing, Martin & Co Aberdeen

Dear Austin, Thank you for your comments. We have indeed taken the necessary steps in accordance to current Scottish legislation to protect the neighbours, the property and landlord interests, after the anti-social behaviour at the property that you are currently letting triggered the intervention of Police Scotland in two instances in less than 72 hours. We have referred the case to the First Tier Tribunal, which will decide the appropriate course of action. We will continue to engage with neighbours in the area, to whom we have a duty of care, while the First Tier Tribunal looks after the legal framework of your tenancy. If you have any concerns about our professional conduct in this matter, you can refer the case to the First Tier Tribunal, or The Property Ombudsman. Yours sincerely, Eduardo Prato, Director, Martin & Co Aberdeen.

29/03/24 Initial response: Dear Athul. Thank you for your feedback. We would investigate your claim and come back to you. Alternatively you can call me directly on 01224-974140. Kind regards, Eduardo Prato, Director, Martin & Co Aberdeen 01/03/2024 Update. Dear Athul. We have checked our system and you are not registered as one of our customers. Other than this review, we have no record of you trying to communicate with us in the past. Therefore we cannot take any further action until you clarify who you are and the details of your case. Please call us on 01224636500 or email us at aberdeen@martinco.com and we'll look into the matter. Yours faithfully, Eduardo Prato Director Martin & Co Aberdeen

Hi Oa, thank you for your feedback. Could you kindly give us more information about the way you interacted with us, your identity, and any way we could improve our service? Kind regards, Eduardo Prato, Director, Martin & Co Aberdeen

Hi Oa, thank you for your feedback. Could you kindly give us more information about the way you interacted with us, your identity, and any way we could improve our service? Kind regards, Eduardo Prato, Director, Martin & Co Aberdeen

Dear Saj, Thanks for your comments. I’m sympathetic with the way you feel. When looking at your case, I can confirm that we have processed your deposit in accordance to the legislation. Your deposit was registered and paid into SafeDeposits Scotland, the main deposit scheme authorised by the Scottish Government, at the beginning of your tenancy. At the time you did receive your Deposit Certificate directly from SafeDeposits Scotland, and the explanation on how to request your deposit back at the end of the tenancy. There are very well defined and strict processes and deadlines to submit a request of your deposit. We have adhered to these processes and deadlines. The decision of how the deposit will be returned will lay not on us, but on the SafeDeposits Scotland Independent Adjudicator. If you feel that the claim against your deposit is not reasonable, you are entitled to submit your case directly to SafeDeposits Scotland and they will make an unbiased independent decision. Please visit SafeDeposits Scotland on https://www.safedepositsscotland.com/ with your DAN number (supplied to you at the beginning of the tenancy) and submit your case directly to them. We are also members of The Property Ombudsman, the leading independent redress system of the property industry. Thus, if you feel that you have not been treated reasonably, you can submit your case and they will make an independent decision, including compensation if that is the case. We will adhere to The Property Ombudsman ruling. To contact The Property Ombudsman, please visit https://www.tpos.co.uk/. Martin & Co Aberdeen Property Ombudsman registration number is C0180134 You can always contact us on 01224636500 or aberdeen@martinco.com if you wish to discuss this further directly with us. Yours sincerely, Eduardo Prato Director Martin & Co Aberdeen

Dear Lily, Thank you for your feedback. Your name is not our in our system. Nevertheless, considering the timing and the deductions that you mentioned (£280 for cleaning and £100 for damages), we could assume that you relate to the tenancy at ** C*********on Street. You, using various different pseudonyms, have posted reviews relating to this tenancy, which they have been eventually removed from the various platform due to their harassing nature toward female and male members of our team, and lack of evidence. Please refer to our accounts of the events: The tenant of this tenancy removed a male occupier due to claims of domestic abuse. At the time our team members were abused by the removed person, who in fact was not more than a occupier who had been lawfully removed by the rightful tenant. At the end of the tenancy the property was thoroughly inspected by a third party certified inventory clerk (as all our managed properties are inspected). The tenant was invited to comment on the draft of the Inventory and Condition report. The tenant did not make any comments. Based on this report, a claim was made before SafeDeposits Scotland. SafeDeposit Scotland emailed the tenants on 29-Mar-22 confirming the agent claim, and gave them the opportunity to comment and submit reasonable evidence to support their case. A day later (30-Mar-22) the tenant accepted the proposal. Based on this acceptance, the funds were transferred to us, and we in turn transferred these funds to the landlord. With regards of the washing machine and hub, our team organised attendance to the property within 24 hours of they being reported by the tenant. In both instances a new appliance was installed within a week of the initial report. Unfortunately these new appliances were very badly damaged by the tenant after being installed. These damages were once again documented by the third party inventory and condition report above mentioned. In summary 1. The ex-tenant of this property: a. Had an abusive relationship. We advised the tenant on best steps to remove the allegedly permitted occupier. We have written and recorded phone calls to support this. b. Damaged a property well beyond fair wear and tear, which was documented by a third party, including reports, pictures and videos. c. Had the opportunity of comment after the claim for damages was made before SafeDeposits Scotland. Nevertheless the tenant agreed with the claim within 24 hours of the proposal being sent by SafeDeposits Scotland. d. Have had throughout the tenancy, and even after the tenancy has come to an end, the opportunity to make any complaint in accordance to the industry standard. That could include making a formal complaint before The Property Ombudsman, the independent redress body that we belong to. 2. The ex-permitted occupier: a. Harassed our team members during and after the tenancy to the point that they had to be reported to the authorities. b. Have had throughout the tenancy, and even after the tenancy has come to an end, the opportunity to make any complaint in accordance to the industry standard. That could include making a formal complaint before The Property Ombudsman, the independent redress body that we belong to. 3. You (the author of this review), acting on behalf of either the tenant or the permitted occupier (we are unable to determine this because, once again, you’re using multiple pseudonyms): a. Have harassed our female and male team members, and made false claims against them. These team members, who have worked extremely hard to look after our customers, including the tenants and the landlord, have suffered emotionally due to your unfounded comments. b. Have failed to meaningful engage with us. We hope that our accounts of the events brings a more balance view of this situation. If you wish to discuss this further, please contact me directly on 01224-974140. Kind regards, Eduardo Prato Director Martin & Co Aberdeen