Dear Ms Mariana Velichkova, Thank you for your feedback. Firstly, my apologies for the delay in responding, this was due to a member of staff I need to speak to being absent. I am sorry to hear that you didn’t get the property you wanted and feel that our service has let you down. Having examined the sequence of events surrounding your issue, it appears that when you submitted your application form by email it was identified as ‘spam/junk’ by our IT system and it was not therefore received by our staff. I can only apologise for this and assure you that we have tasked the company that manages our IT to identify and solve this issue. In the interim we have also put in place some additional procedural measures to try and prevent it happening again. Once again, I can only apologise for this. Unfortunately it was some 10 days after you received the referencing form before you applied (not the next day), by which time a number of other people had also viewed the property and as we had not (as far as we knew), received a completed form from you, when one of them applied we accepted their application. When you called the office, no one could find any trace of your application, because it just wasn’t there to be found, for the technical reason outlined above. However, I would point out that up and till that point your interactions with various member of staff were extremely friendly and helpful, indeed they went above and beyond to facilitate your application which was not straight forward and my Office Manager in particular, assisted in this. Once again, I am sorry that you didn’t get the property, but this was due to an unforeseen technical issue that we couldn’t do anything about and were unaware of until this incident. Kind regards, Nick Horan Director Belvoir - Dundee