Would give this company 0 stars if I could. After being taken around a flat me and my partner really liked, we were informed that if we paid an £80 admin fee, the property would be secured and taken off the market while they performed credit checks - we were assured constantly that if we paid that £80 the property would be as good as ours pending credit checks etc. We were told on the day that there would be no more viewings on the property and we discussed things like deposits and move-in dates. Three weeks later, after no contact and after many excuses of 'the landlady is on holiday and we can't reach her', I received a phone call saying that the landlady had decided to go with 'the other applicants'. Other applicants? What did I hand over my money for if you were going to continue to show other people round the flat? What was my £80 doing sitting in your office while you continued to market the property we had paid to secure? In the three weeks we had been waiting to hear about our application, we were never told that there were any other applicants, we had been assured the property had been secured while credit checks were made on our behalf. I was unable to go in person to the New Mills office to collect the (refundable) £80 so I called the office and asked if it was possible for my partner to collect it on my behalf - I said they could call me to verify when he was there. They responded saying that if he brought some ID, my partner could collect the money for me, no problem. Of course, when he arrived, my partner was told they were unable to free the funds I was owed, leaving me out of pocket. Sutherland Reay saw fit to contact me two weeks before a prospective move-in date to tell me we had lost the flat we had supposedly secured, then when I sent someone to collect the £80 admin fee (which I needed in order to put down a deposit somewhere else on a flat to move into asap), I was unable to. Awful customer service, no respect for their clients' needs. No word as of yet whether I will actually receive my £80 back when I visit to formally complain.