Dear Dr Hogan, Further to my email of 24 August 2017. I was surprised and disappointed to receive a second negative review relating to this matter on our ‘All Agents’ webpage yesterday evening – this especially without providing us with the opportunity to discuss this matter more confidentially. Contra to your opinion, we actually take customer service extremely seriously and as this was such a strange occurrence for us, which also appeared to circumnavigate all of our standard procedures, I felt compelled to investigate this further. Our telephone records logged a call to your telephone number as stated in my email but our system also subsequently recorded the message we left. We can confirm that it reached its intended recipient as your personal greeting can also be heard at the start of the message. During this recording we requested that you contact with us regarding your viewing later that day as we had to inform you that we had now received an application from another interested party. I kindly request that you review your voicemail's on the 18th for confirmation of our contact. Should you wish to discuss this matter in a more private manner please do give me a call on 0115 9859259 However, I hope and request that you remove both reviews that misrepresent my company and the efforts of my team. Kind regards, Lloyd & The Team

Dear Mr Simeonov, We are really sorry to hear of your discontent and appreciate the difficulties in conducting an overseas property search. We acknowledge the viewing that you booked in with us on Friday 17th @ 11.30am, as well as your email received at 8pm the night prior - confirming your plans to attend. However unfortunately an application to rent this apartment was also received via email during that same evening, from a party that viewed on the Thursday 16th. We appreciate the timing involved, as well as the potential hopes that you had placed upon a tenancy at this property. We did attempt to contact you at our soonest opportunity and any perceived reluctance to offer an alternative was simply due to a lack of similar available property to offer to you at that time. Again we would really like to apologise for any inconvenience caused, however I feel your review is particularly harsh in circumstances that are beyond our control. Kind regards, Lloyd Rumbold