Dear Clare, As you know we were very sorry to read your review and after investigating it further, we personally called you today. Our diary did indeed show that you had booked a viewing for a rental property and this was confirmed on the 7th December by email. We had 130 individuals waiting to view this property and unfortunately, the property went under application on 12th December. We sent you an email on the 12th, which we can see you opened on the 14th December, notifying you of the cancellation as the property had gone under application. We appreciate this is a difficult market and properties are letting very quickly but I can see from our procedures, that you were fully informed of the cancelled viewing, well in advance of your appointment on the 19th December. We wish you every luck with your property search. Kind regards Sally