I had to take this agent to the Property Ombudsman and I won on every single count. I am a landlord and hired Paul Rolfe for a fully managed let. After I raised concerns about the standard of work carried out by a "trusted tradesman" of theirs, they left me without an agent at a time when I was not able to be in Scotland and when there were serious damage issues with the property that required urgent attention. This was incredibly hard on the tenants who were needlessly left in a very difficult situation. Prior to this, Paul Rolfe hired a tradesman (John Locke trading as ARPC) to carry out some odd jobs while the property was vacant. The tenants provided photos which showed that he did not do the jobs or else carried them out to an incredibly low standard. Paul Rolfe did nothing to resolve the issues, instructed me to pay, and threatened me with legal action when I refused to pay for the work until it had been carried out to an appropriate standard. Mr Locke used abusive language and shared that Paul Rolfe discussed personal information about me in a letter he sent after I reported him to Trading Standards Scotland. Senior managers (Chris Platt and Martin Platt) insisted on communicating by phone call. They would not communicate or confirm anything in writing, even at stage 3 of the complaints procedure. They lied about what had been said in these calls. They also used mobile, rather than landline, phones in order to avoid being recorded.