Dear Niccolo. Thank you for your feedback. I sympathise with the frustration that you may feel for not securing the property that you booked an appointment for. The current market in Aberdeen is extremely fast, and another tenant simply paid a deposit 15 minutes before your viewing was going to be carried out, thus the property was no longer available. For full clarity, let us document the full chain of events. 1. You made an appointment on Thursday 5th January 2023 to attend a property on Tuesday 17th January. We confirmed this by email and mentioned in the email that we will be calling you on the day to confirm attendance. 2. We called you on Thursday 17th January in the morning to confirm your attendance. You missed the call, but you confirmed your attendance by email. Thus at this point your appointment was going ahead as planned. 3. A total of 5 different applicants had booked viewings on 17th January to see the property. Your viewing was the 5th viewing to that property on the day. Therefore one of our negotiators was booked to spend the afternoon at the property looking after all the applicants, including you. 4. One of the applicants that visited the property before your appointment made a very strong application (strong profile, considerable income, etc) and paid the deposit immediately. We immediately passed the offer to the landlord for their review. 5. 20 minutes before your appointment the landlord called the negotiator and confirmed acceptance of the offer. 6. Based on the landlord instructions, we cancelled your viewing. In the same phone call, our negotiator offered you to show you any alternative properties that could fulfil your requirements, but you declined the offer. 7. We notified our position regarding the cancellation by email, and made once again the offer to help you to find an alternative property for you, but you have not answered our email. In summary, the property was indeed available when you first made the appointment on the 5th January, and also when we called you on the 17th January in the morning to confirm the appointment. However, because of the extremely fast speed of the Aberdeen market, other tenant unfortunately (for you) put an application and paid a full deposit before you. If we had not cancelled the appointment despite the fact that the property had been let, you could have equally felt that we were not looking after you because we had wasted your time by not informing you that the property had been let 15 minutes before the appointment, and making you spend time and money toward a meaningless viewing. Your grievance would be different, but with the same result. If we had not accepted the first very strong offer and wait for other applicants to make offers, the first tenant could have a grievance for us not taking their offer on a first-come, first-served basis. Indeed, the outcome was not the desired one for you, but as a consequence of the speed of the current market. Our duty of care for you and all our customers remains paramount. Our offer to help you finding the right property in this very challenging market for tenants remains. If you wish us to help you find a property that meets your requirements, please contact us on 01224-636500, or at aberdeen@martinco.com Yours sincerely, Eduardo Prato Director Martin & Co Aberdeen