Hi Gilbert, Usually despot returns run smoother than it did for your tenancy; as estate agents we cannot return a deposit without signoff from your landlord which was delayed because of the landlord's personal circumstances. But "not a word" is not accurate: we did call and left messages, spoke with your partner and have remained in email contact.

Dear Mr Neeley, Thank you for your feedback and I apologise that you felt that the service you received was below what you expected. I can see from our records you viewed two properties with Martin & Co with your partner Louise and made an application for one of them. Unfortunately you were not the only applicants we received for that property from the viewings that occurred. When we receive more than one application we always consult with the landlord and provide them with information about all the customers who have applied. The landlord then makes a decision on which applicants they want to proceed with. Unfortunately in this case you were not selected and we realise that this must have been disappointing. As soon as we received notification from the landlord we provided you with a full refund on your application fees. We apologise for any inconvenience caused.

Dear Mr Neeley, Thank you for your feedback and I apologise that you felt that the service you received was below what you expected. I can see from our records you viewed two properties with Martin & Co with your partner Louise and made an application for one of them. Unfortunately you were not the only applicants we received for that property from the viewings that occurred. When we receive more than one application we always consult with the landlord and provide them with information about all the customers who have applied. The landlord then makes a decision on which applicants they want to proceed with. Unfortunately in this case you were not selected and we realise that this must have been disappointing. As soon as we received notification from the landlord we provided you with a full refund on your application fees. We apologise for any inconvenience caused.

Dear Alexandra, I am sorry to hear of your experience and looked into the matter and I do not share your sentiment. You were forceful and hostile towards Jodie, and Jodie handled the conversation to my full satisfaction and set boundaries as I would expect her to. I expect our clients to treat my team with the same respect we treat our clients with, and in this case we cannot accept the way you spoke.

As estate agents, we take pride in the applicants we put forward to our landlords. Sometimes, some applicants are disingenuous: when we believe that a prospective applicant is not a good fit, we will not take such applications forward. I note that you previously commented that "We found you to be very knowledgeable and helpful and look forward to viewing other properties with you as they become available." We are human, and make mistakes like everyone does: feedback - even when it is uncomfortable - allows us to learn and improve. In this case I believe that we have made the right decision by not moving forward with the application.