Thank you for your review, we have investigated your comments and have responded to your personal complaint which is not too dissimilar to your review. I am saddened to read that the majority of your review contains false information which is damaging to our business. Adding to the complaint we received where you have demanded Martin and CO pay you money or you will escalate this further. See below timeline of events: • Your tenancy ended April 29th • check out was carried out on 30th April • Landlord instructed Martin and CO to obtain quotes inline with the cleaning and dilapidations noted in the check out report between 1st May – 27th May • A proposal was put over to you which was declined in full with no counter offer on May 28th • Your statutory declaration was rejected on 6th June and the Dispute commenced • The DPS reached a decision and awarded money to the Landlord and the rest was paid to the Tenant on July 14th You were unable to reach an agreement with your landlord, and opted to use the dispute resolution service, this is the main reason why your deposit was not returned by the DPS within your expected time frame. I can also see an email and call log between you and the Property Management team, where we have responded to every query and complaint within reasonable time frames. The claims made against your deposit by the Landlord were agreed to in part by the DPS and money was awarded to the Landlord; you received the rest. I am unsure why you have stated in your review that the Landlord was not awarded any money. I can see the DPS awarded over 20% of your deposit to the Landlord, who (despite our advice) claimed higher than this. We cannot ignore Landlord instructions with regards to claims, only offer advice. The cost of contractor quotes, and the time the DPS took to make a ruling along with the decision reached by the DPS is not something Letting Agents can be held responsible for. This has previously been pointed out to you ahead of you agreeing to use the DPS Dispute Resolution service. Furthermore, the quotes we receive from local contractors are not set or controlled by Martin and Co nor do we profit from Landlords successfully claiming money from tenant’s deposits. Martin and Co has not played a role in you losing some of your deposit due to dilapidations caused during your tenancy. Martin and CO do not make money from deposit claims, we act on Landlord instructions to get deposit disputes resolved as quickly as possible. You are already in communication with our Branch Manager Henry, who is very eager to see your complaint resolved fairly, the same way your deposit dispute was concluded. Martin and Co pride ourselves on following the law and correct procedure with all that we do, we happily work with good Tenants and Landlords, and see that fair rulings are made for both parties. We feel the outcome of your deposit claim was justified and the DPS share this opinion in their final ruling.