Date Friday 26-Aug-21: Hi Rebecca, Milla and Shannon. I've just tried to reach you on your mobile numbers but you weren't available. I'm very concern about your comments and apologise for any inconvenience. Your experience has been completely the opposite of what Martin & Co Aberdeen customers benefit from, thus this issue has been escalated to me straight away. Could you kindly give me a call on my direct line 01224-974140 to discuss these issues and do whatever it takes to make it right. I look forward to hearing from you. Best regards, Eduardo Prato, Director, Martin & Co Aberdeen. Update, dated Monday 30-Aug-21: Hi Rebecca, Milla and Shannon: I spoken to you as soon as you made yourselves available, which was last Friday in the afternoon. Since then we have spent hours on the phone discussing your case. I have made thorough notes of your point of view. It is very clear to all parties that the main source of all your frustrations is to do with the service that you received from The Lettings Hub. My team has given me similar feedback and a consequence of that we are changing our business relationship with The Letting Hub. We had paid them to serve you, and they did not delivered. Furthermore I have asked the Sales Director to approach you directly to clarify the situation. Despite my request, according to you, you have simply received missed phone calls from The Letting Hub and an email asking you to contact them. But when you tried to contact them you could not get through. These events, after your and ours complaints to The Letting Hub simply strengthens the way we need to change (read terminate) our relationship with The Lettings Hub. Leaving the issue with The Letting Hub aside, you also expressed your frustration for the way that you were treated by one of our team member, although you also acknowledge that the rest of the team had been extremely efficient and helpful at their task. I must emphasise that everybody in our team has been chosen for their experience in the industry and their caring attributes. In this particular instance according to your recollection of the events that wasn't the case. I need to accept that this is ultimately the way you felt in this instance, and I will be taking the necessary steps to solve this problem. It may have been as a result of miscommunication or high workload, but again, you didn't feel the way we want all our customers to feel. So we will take the necessary steps to change that. In the meantime I will keep chasing The Letting Hub so that they pick up the phone and correspond to you the way they should have done from day one. Once again, if you wish to discuss this further please contact me on my mobile number (which you have) or my direct line (01224-974140). Best regards, Eduardo Prato, Director, Martin & Co Aberdeen. Update, dated 04-Sep-21. Hi Rebecca, Milla and Shannon. You are as disappointed as we are with the lack of response from The Lettings Hub. I have personally called the Sales Director and the Relationship Manager in charge of your case, but none of them have answered my phone calls. I'd like to thank you for highlighting this problem in the first place. We have sought an alternative referencing provider which we expect will give out customers the experience and very high service level that we aim to give to all our customers. If you'd like to discuss this further, please call me on my mobile directly. Best regards, Eduardo Prato, Director, Martin & Co Aberdeen