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
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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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