Dear Emma, Thanks for your feedback, which we have taken very seriously. We have identified certain shortfalls, which we have addressed. Please find our full response below> Tenant complaint: Considering having rented through Martin and Co for the last 3 years I have seen a continual decline in service delivery and quality that they have provided me especially when changing tenancy and being 'ghosted' for 3 weeks by the agent who was on 'holiday' and having to chase them up less than two weeks before the new agreement was due to start Furthermore, they did not inform me that I would have to pay my deposit on the same property again and I will now have paid rent 4x on the same property in the same month . When I next need to use a letting agent I will make sure it is not through Martin and Co Tenancy transfer – Previous tenant confirmed they were happy to start the new tenancy on 31/10/2025 on the last day of the current tenancy being 'ghosted' for 3 weeks by the agent who was on 'holiday' and having to chase them up less than two weeks before the new agreement was due to start There is some credit to this, as it was a tenancy transfer it wasn’t monitored as closely so we will hold my hands up and admit communication could have been better 17/09/2025 – Tenants referencing started for the new tenant and existing tenant 29/09/2025 – Reference report was completed w/c 06/10/2025 – Team member on holiday 09/10/2025 – Report sent to landlord while team member was on holiay 17/10/2025 – Tenant chased the status 17/10/2025 – Landlord chased same day 20/10/2025 – Landlord confirmed on the Monday 21/10/2025 – Tenant sent the final payment information ‘I have waited months previously for getting the deposit back from safe deposit Scotland.’ We clarified with them that the previous deposit will be resolved on the day of the tenancy ending so funds should be with them within a few days. ‘I will now have paid rent 4x on the same property in the same month’ End of tenancy is on the 31st and their next rent payment was due on the 5th on the next month so the tenants were refunded £94.38 from their overpayment on the final month. They paid their normal rent at the start of the month, (less £94.38) and will need to make a deposit payment that will be refunded back to them along with their first months rent payment While we acknowledge there were some communication delays during the tenancy transfer due to staff annual leave, all key actions relating to the new tenancy were completed within appropriate timeframes, and the transition was managed in line with standard procedures. The tenant’s concerns regarding duplicate payments and the deposit have been reviewed and clarified , the final rent overpayment was refunded, and the deposit payment will be reimbursed once the SafeDeposit Scotland process is complete. Overall, while communication could have been clearer, all financial and procedural matters have been handled correctly, and no loss has been incurred by the tenant. I apologise for the shortfalls that you experienced. The team have learnt form this experience. If you require further clarification, please call me on my direct line, 01224-974140. Kind regards, Eduardo Prato Director Martin & Co Aberdeen