Dear Customer1984,

Firstly, we would like to apologise that your experience of our Lettings department is not that of a positive nature. We take complaints very seriously and will look into the nature of your comments.

As you can see, the bulk of our reviews are positive and this is the first negative review we have received where Nick Sage and Sarah Smith have been named. As a company, we pride ourselves on our personal approach to customer service. Rawlinson Gold is ranked #1 Estate Agent in Harrow and each office has won gold awards via allagents.co.uk, for the best estate agent for customer service in their respective areas. These achievements have not only been recognised as a company but also on an individual staff basis.

We can see that the derogatory terms you have used to describe our staff have been censored by allagents.co.uk, due to the offensive language used. However having seen these prior to censoring, we would ask that you do not refer to our staff members in the terms that you have used as this causes great offence.

We are not in a position to comment on the actual circumstances of your experience as you have referred to yourself as ‘Customer1984' and we have not been made aware of your complaint directly. We therefore cannot discuss any further on this open forum.

Should you wish to discuss this matter further, please do not hesitate to contact one of our partners on 020 8861 2020 for Harrow and 020 8866 2300 for Pinner.