It is with real regret that we find ourselves in a position where we are left with no option but to robustly respond to comments that have been posted online.

We, as a firm, fully appreciate the frustration currently being experienced by many searching for a flat to rent in Edinburgh. It is even more exasperating for those who hope that they have secured a property, only to have the application rejected for whatever reason.

We as letting agents do not take lightly our role and the associated responsibilities, and do not reject applications without due cause.

We trust the majority of the readers of this response will appreciate, that, in this case, there are multiple factors that have had to be taken into account in rejecting the application. It is difficult however, as it would be totally inappropriate and unprofessional for us to publicly disclose these.

Whilst we have had to reject this application, and deal with the backlash from this individual the staff at ACE have remained professional at all times. They have remained calm, tried to defuse the situation, and fully explained all the factors that have been taken into account. We have also detailed and provided him with a copy of our complaints procedure should he truly believe we have a case to answer. Whilst we would have followed this procedure and had ongoing dialogue on the matter, he has rejected this option.

All that said, for individuals in the ACE team to have to deal with threatening and extreme verbal abuse from this individual and his family is unacceptable. For him to believe that he can continue to make anonymous, false accusations against both the firm and more specifically individuals online, is cowardly and inappropriately vindictive. We, and our Landlords, do not submit to this form of threatening, bullying behaviour.

As a matter of policy, we will not accept any future applications from this individual.

Other agents beware.

ACE Property