I have let my flat through Alex Neil for 4 years. Currently (2012) the accounts department at Alex Neil seems to have its act together. However in early 2011, they were 1 to 2 months behind in forwarding rent with no explanation as to why. While I had a 2 year lease, it developed into a rolling flat share with different people in the flat and no interest by A-N to sort it out as long as they paid the rent.
What agent could do to change your mind?
Kept the payments up to date. It took 6 months to sort out.