Amy, I'm really sorry to see we only deserve 1 star from you. If you email me at andy@umega.co.uk, explaining how we've let you down I'll speak to the right members of the team and get back to you right away. Thank you for this feedback

Thank you for your feedback. I’ve spent time getting a full understanding of the series of events that I believe have led to your 1 star review. We’ve found ourselves in a situation which we would much prefer never happens, whereby the application for a property has fallen through due to various important criteria not being met. In your case this situation has been made even more difficult because the timescales between your application and the proposed lease start date were fairly short (in the case of further references being required). We realise the outcome must have created additional stress for you at this time and we are truly sorry about this. We also acknowledge that our application process will always benefit from being well-explained to customers, particularly when it comes to our heavy reliance on technology. We are happy for prospective customers to use email for references if that is their preference and we are always learning how we can do things better. Relating to refunds: at the time of writing we are satisfied that your full refund has now been processed. I can assure you that Umega Lettings has never and will never exhibit what you refer to as ‘fraudulent behaviour’. We acknowledge that there has been a fairly prolonged timescale associated with getting this back to you, which must have been extremely frustrating for you. We required extra time to match the original payment we received to your account on our system, as a result of various inconsistencies in the transaction description and source, which led to additional checks being needed on our end before we could proceed with refunding you. These checks took place with the help of our bank between Wednesday, Thursday and Friday last week. On Friday we were able to process your refund in full. Given that we are dealing with cross-border transactions through International Banking, this further adds delay and complexity to the flow of information. For us this case is not yet closed. We will be satisfied this case is closed when you have confirmed to us that you have received the money that is owed to you (currently the funds are in transit).

Hi Ammelie, I'm so sorry our service hasn't been satisfactory. This is not the type of feedback we work hard to deliver and feedback like yours is gold as we take steps to improve our service. We'd love the chance to turn things around with you. Please email andy@umega.co.uk with a bit more info on how we've let you down and how we can help and we'll jump on this right away. Thank you.

Neil, thank you for your feedback. I've had a look through all our customers and recent viewers to get some context before responding but I can't find your name. I would love to understand where we've let you down to warrant a 1 star review. Could you please email me at andy@umega.co.uk and I'll look into things right away.

Hey Vanessa, would love to speak to you about the reasons behind this 1 star review. Please get in touch at info@umega.co.uk so I can take on some learning from this.

Sorry to see how you rate us Patricia. I will contact you privately for more information.