Review Time
Awful experience. After 25 months of terrible service on a ‘luxury’ apartment, which cost £35k over the period, they refuse to release the undisputed amount of the deposit. Clearly bullying tactics trying to have me agree the unreasonable deductions. Extremely unprofessional and oblivious of the DPS terms and conditions. They can’t handle any sort of communication which have a confrontational subject. They’re lazy con-artists and crooks.
Dear,
Are you sure you a director? I don't think so!
"Hi Manoel and Chris, I'm please that the landlord accepted an offer" (see attached), disgusting.
I am writing to raise a formal complaint regarding the handling of our proposed tenancy for the property referenced as Greenford Ave W7.
On the basis of your email confirming that the landlord had accepted our offer and requesting payment of the £369.23 deposit, we proceeded in good faith and made the payment immediately. Your message did not indicate that the property would not be available for immediate occupation, nor did it disclose any unresolved issues affecting the habitability of the property.
Subsequently, we were informed that:
The property would not be available immediately due to further checks; and
There are outstanding issues with the electricity, meaning the property is not currently in a suitable condition to proceed.
This information was only provided after the deposit had been taken and after we had already:
Booked and paid for a removal van,
Cancelled our existing internet service, and
Arranged a new broadband installation for the property.
As a result, we incurred avoidable financial loss, inconvenience, and significant stress — all of which could and should have been prevented through proper due diligence and transparent communication from the outset.
Given the above, we formally request:
An immediate refund of the full £369.23 deposit; and
Appropriate compensation for the direct costs incurred as a result of relying on incorrect or incomplete information provided by Martin & Co.
Please treat this matter with urgency. If this issue is not resolved promptly and satisfactorily, we will have no alternative but to escalate the complaint to The Property Ombudsman and pursue the matter further, supported by the full email trail and proof of payment.
We would prefer to resolve this matter directly and amicably; however, this situation has been handled in a manner that falls well below the professional standards expected of a regulated letting agency.
I look forward to your prompt response.
Kind regards,
Manoel
The team managed the marketing of my mother's property recently, and we are extremely satisfied with the support we received. The representatives were professional, knowledgeable, helpful, and friendly, ensuring we were kept informed throughout the entire process. We would highly recommend their services.
We had no issues with this agency for three years. Regular property inspections were conducted every six months, we maintained the house well, paid rent promptly, and cleaned the property thoroughly before returning the keys. Problems arose only after we moved out. Since mid-November, they've been trying to unjustly deduct from our deposit, citing damages that don't exist. The property was left in the same condition as when we arrived. Despite our requests for proof, they only provided questionable photos of areas that were clearly cleaned. Additionally, the rent increased yearly by £40 — from £780 in 2023 to £840 in 2025 — while the same flat is now advertised for £920 everywhere. Overall, this has been a disappointing experience. I wouldn't recommend this agency, and new tenants should be cautious.
If negative stars were possible, I would give them. I don’t even rent through this agency, yet a leak from one of their properties has caused damage to mine. It's been over four days, and they still haven't arranged for a plumber. When I called, the representative was incredibly rude—constantly interrupting and being dismissive. This has been a terrible experience, and I sincerely hope others do not have to deal with this unprofessional and negligent service.
Extremely frustrated and upset with the local branch! I agreed on a price to find tenants and asked about hidden costs, to which they said none existed. A month later, they added VAT without prior mention. It took two long months to find tenants, and then they piled on extra costs, including £408 for cleaning! I expected a much lower charge for a newly refurbished property. They should have been transparent about these extra expenses, especially after offering a payment plan due to the high costs. I feel they do not have the customer's best interest at heart. I can't even face my invoice, let alone think about paying it. This lack of transparency is unacceptable.
Would rate lower if possible, but 1 star is the minimum. The flat was given to us without an in-person viewing, which I had to accept due to relocating. It was dirty and seemed like little effort was made to clean it before handover. All the lights were flickering, and when asked to replace them, they refused, saying it was our responsibility. The service was terrible, and the agent was consistently rude and disrespectful.
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Martin & Co is one of the UK’s best-known and most well-regarded property agents, with nearly 200 offices from the South to the North of the UK.
Established in 1986, Martin & Co was originally set up as a lettings business, but now offers sales services, so we can help you with all of your property needs, whether you’re buying, selling, letting or renting.
As well as our own network, Martin & Co is also part of one of the UK’s largest property groups, working alongside five other well-known property brands in a network of over 300 offices and that breadth of knowledge and experience is available to all of our clients.
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