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May 06,2010
By: 'Tenant'
May 06,2010
1 people found
this helpful
Morgan Randall were terrible.

We agreed to rent a house with them, and they took the deposit (which they said they required urgently to secure the house), and then did not return calls for 3 weeks regarding the contract. It then turned out that they had not agreed the rental price with the landlord, and we had lost property, but this was only communicated after we called them several times a day, and in the end visited the office in person to wait for a response.

Their refusal to return calls or respond to queries meant we lost out on time to fnd another flat. They also took several weeks to return the deposit they had taken, and did not return calls relating to this either.
Was this helpful? Yes
By: morgan Randall Customer Services
Sep 18, 2010
Dear Sir/Madam,
We are sorry to hear of your experience. It is unfortunate that you feel this way and we would be very interested to hear about the service you received as it is impossible for us to act on complaints that we do not receive or are not made via the correct channels. We would appreciate your comments on what happened and who you were dealing with in the office you are referring to in order for us to ensure that we can get to the bottom of what happened and ensure that it does not happened again. We have hundreds of deposits being taken every month and a large amount of refunds also which take no longer than 48hours for our accounts department to process. Obviously we cannot guarantee bank processing times however, we ensure the funds leave our account the same day. We do not aim to make money from retained holding deposits as this is not anywhere near what our standard fees for performing the letting would be. We operate a firm yet fair policy for all to ensure that the offer system is not abused.

If you are not already aware, we have a strict complaints procedure which is available on request which will deal with your grievance in a fair a just manner. If your complaint is not dealt with in a satisfactory manner you also have the opportunity of escalating your complaint to the property ombudsman for letting agents of whom we are a member. The property ombudsman is a third party independent adjudicator and they take complaints as seriously as we do. Unfortunately when you choose to complain on a third party website via an anonymous username, there is little that we can do to help or determine the genuine nature of the complaint as there is no way of validating the authenticity of your complaint. Please do get in touch with us at and we will be happy to resolve any issues you may have.

If you are accurate in your statements once you have contacted us and we have looked into this then we would like to send you a bottle of wine as a gesture of goodwill for any inconvenience caused.

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Morgan Randall

112-114a Balham High Road Balham, London
Greater London
SW12 9AA

0203 031 3939

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