Trusted Agent profile · Somerset
Verified
★★★★★
580 reviews across 3 offices and 4 platforms
Chappell & Matthews has three offices, in Bristol, City of (two offices) and Bath (Somerset). Together they have 580 reviews on four platforms, rated 4.7 out of 5 overall.
559
Reviews on Google
All 3 offices
1
Reviews on Yell
All 3 offices
1
Reviews on The Trusted Agent
All 3 offices
19
Reviews on Trustpilot
Business-wide
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What sellers, buyers, landlords and tenants say, where the review tells us who wrote it.
Chappell & Matthews's three offices, most reviewed first. Each has its own page.
The Trusted Agent 2026 results for Chappell & Matthews, ranked against 18,569 UK estate agent offices. Each award is assessed separately from the review sites.
Chappell & Matthews and its branches won ESTAS awards in two years, most recently 2021.
ESTAS winners in two years, the group and its branches: 2021, 2020.
2021 1 Gold and 1 Best in County ESTAS 2021 winners
2020 1 Bronze ESTAS 2020 winners
Source: ESTAS winners lists, as published, linked by year.
Showing 556 reviews on Google only. Show every review
5/5
GoogleWe selected the apartment on Zoopla website and we sent a message to the agency. We have received a quick answer from Daniel and, thanks to him, we got the house. We can only suggest this agency, they can give you an excellent customer service and very nice properties. Thanks guys, thanks Daniel for your precious help!PositiveResponsiveness, Professionalism
Thank you for your terrific 5* review. Best wishes, Lucy, Customer Relations.
5/5
GoogleI recently rented a new flat in bristol through chappell and matthews. Debra and Dan who helped me with this were extremely helpful and any issues they got back to me as soon as they could. They made the process as easy as possible and I would recommend them as a company.
Thank you for your wonderful 5* review and recommendation. Best wishes, Scott @ Customer Relations
5/5
GoogleI recently rented a flat through Chappell & Matthews with Debra. She was a great communicator who kept me in the loop throughout the process. Up until this point I had found the process of finding a flat very difficult and demoralising but she helped me through it in a relaxed and friendly manner.PositiveResponsiveness, Quality, Professionalism, Value
Thank you for your glowing 5* review. Kind regards, Lucy, Customer Relations.
5/5
GoogleFiona at Chappell and Matthews was excellent in finding a buyer for my flat. Her local knowledge and experience shone through and her regular updates and communication ensured the sale went through smoothly. Thank you!
Thank you for your thoughtful 5* review! I will make sure your kind words are passed on to the local team. Best wishes, Lucy, Customer Relations.
5/5
GoogleTwo tenants were sharing our rental flat, one wanted to leave and the remaining one wanted to bring his partner in to share. C&M advised on what I should do in these circumstances and drafted a new assured tenancy agreement. They also advised on how I should deal with the split deposit. Good sound advice that worked. Thank you.PositiveResponsiveness, Quality, Professionalism, Value
Thank you for your wonderful 5* review. Best wishes, Lucy, Customer Relations.
5/5
GoogleI cant say enough good things about Chappell and Matthews. But, if you're really lucky- I mean EXTRA lucky, you'll have Emma as your letting agent. The market right now in Bristol is insane and it's almost impossible to find the right place. I had some not great experiences with other agencies- some wouldn't even bother to let me join their registry, some would hang up on me if we had a bad connection, emails were never returned, calls never returned, one of them didn't even offer me a seat- just told me I was wasting my time even trying in this market and that I should just leave. YIKES. Then I walked by Chappell and Matthews and luckily met Emma. Emma talked to me for a good time, took my information, was honest about the difficulty but said she would keep in touch with me. 2 hours later she called me and half an hour after that- I had an amazing new place. Emma was able to do what literally no other entire agency could do, and she did it in less than 3 hours. Amazing. Go to Chappell and Matthews, try as hard as you can to get Emma as your agent. She is a KWEEN.PositiveResponsiveness, Quality, Professionalism, Value
Many thanks for your outstanding 5* review and your kind words. Best wishes, Lucy, Customer Relations.
5/5
GoogleFinding a good and convenient flat in Bristol is easier than ever with Chappell and Matthews. Daniel helped me to speed up the process of the tenancy and he was answering to my queries in very short period of time. Very recommended.
Many thanks for the great recommendation, 5* review and your kind words. Best wishes, Lucy, Customer Relations.
5/5
GoogleWe recently rented a property through Chappell & Matthews with Debra Barton and the process was as easy as it can be. She booked us a viewing as soon as I called, and we booked the property a week later. Everything happened smooth and fast. The whole experience was very pleasant and stress-free. Many thanks for your help!
Wonderful to read such great comments and thank you for your 5* review! Best wishes, Scott @ Customer Relations
5/5
GoogleI worked with Daniel on letting out a property and he did not disappoint. He was quick at responding and always keeping us up to date on the progress, and found us a tenant in a very short period of time. Everything went smoothly and by far the best experience I've had so far with a letting agent. I would definitely recommend him or Chappell and Matthews to anyone who's looking to let out their property.PositiveResponsiveness, Quality, Professionalism
Thank you for your glowing 5* review and recommendation. Kind regards, Lucy, Customer Relations.
5/5
GoogleI have rented a property as tenant through Chappell and Matthews Bristol twice already and both times they have been super helpful and have made the process very easy for me. Debra Barton and Daniel Smith this time have been always around to put through Th e necessary communication with the landlord and on top of that I have really appreciated that both have been available on the phone anytime I needed to ask or clarify things. I had my own concerns about the quality of the flat condition on the move in dat that I had been promised but thanks to Debra and Dan who made all the necessary arrangements, everything was in place at the right time . I would recommend the agency and would be happy to use their services again in the future.
Many thanks for the marvellous 5* review and recommendation. Best wishes, Lucy, Customer Relations.
5/5
GoogleMUST RECOMMENDED!!! What a smooth and responsive experience which I got from Debra Barton & Ellie Guest. They have delivered very professional and fruitful process from finding right property to moving to the property at right time without delay and very effective. I would like to congratulate to Chappell & Matthews Estate for having such quality employees, who works more towards the customer friendly Indeed. kudos to them. Thanks a lot to giving a pleasant experience and hassle free service in UK which is far from my home(India).PositiveResponsiveness, Quality, Professionalism, Value
Thank you for your wonderful comments and 5* review! Best wishes, Scott @ Customer Relations
5/5
GoogleGreat teamwork, I want to express my gratitude to the team at Chappell and Matthews who have provided a professional and well-rounded service. My property required complete refurbishment following a very long term let. Following quotes and excellent guidance from Chloe, the work was completed to a high standard in just a matter of a few weeks. Even before the paint had dried on the walls (or even the shower room installed) Debra had, with great efficiency and thoroughness, lined up a suitable tenant. Proactive and attuned, they are aware of what is required, being supportive and easy to work with. As a landlord, living some distance away I have the property let on a Fully Managed basis and I am grateful for all they have done and continue to do.PositiveResponsiveness, Professionalism
Thank you for your 5* review and brilliant comments! Best wishes, Scott @ Customer Relations
1/5
GoogleRating only, no written review.
Customer experience is very important to us and as such I am sorry if this has been your experience, please do contact us at review@countrywide.co.uk. should you with to discuss further. Kind regards, Donna.
5/5
GoogleHave had a great experience both as a tenant and a landlord. The service has been thorough and professional, as well as also being personal and tailored to my needs. A special mention to Debra and Vanessa, whose communication and support throughout the renting and letting process has been greatly appreciated.PositiveResponsiveness
Thank you for your 5* review of our local team and taking the time to do so. Your comments and nice words will be forwarded to our local team. Best wishes, Scott @ Customer Relations
5/5
GoogleI received such great service from Matt Humphrey and his team at Chappell and Matthews in Whiteladies Road. Communication was great and they made me feel at ease during the whole process. I used Martin Mullen at the branch for my mortgage and would highly recommend him. As someone who doesn't find mortgages the easiest to understand, he took all of the pain away for me and made it all very easy and straightforward! I wouldn't hesitate in using Chappell and Matthews again!
Thank you for your superb 5* review of the great service you received from the local team and it is a pleasure to read that you would thoroughly recommend the team. Kind regards, Donna.
5/5
GoogleRating only, no written review.
5/5
GoogleWe’ve had a great experience with Dan at Chappell and Matthews harbourside, he has been incredibly professional and helpful. We moved into a new place which is always stressful but Dan made it as smooth as possible for us. Thanks Dan.PositiveResponsiveness, Quality, Professionalism, Value
Thank you for your 5* review and brilliant comments! Best wishes, Scott @ Customer Relations
5/5
GoogleMyself and my partner have had a wonderful experience with Chappell and Matthews Harbourside with renting, this was through Debra who was professional, sweet, kind and did a fantastic job throughout! I would highly recommend.PositiveResponsiveness, Quality, Professionalism
Thank you for taking the time to share your experience and for your wonderful 5*'s! Kind regards, Scott @ Customer Relations
5/5
GoogleAs new arrivals to Bristol, my friend and I were very lost and uprepared. Chappell and Matthews were a big help and made it increasingly easy for us to find a place. Daniel and Phoebe were a delight and were very accommodating to our needs. Sending thanks!
Thank you for your wonderful feedback and 5* review! I will make sure your kind comments are forwarded to our local team and their Regional Director. Best wishes, Scott
5/5
GoogleI haven't rented a property through Chappell and Matthews, however Daniels help in selling me my contents insurance for my new property was excellent! Very helpful considering I have rented through another agent! His professionalism stood out!PositiveResponsiveness, Professionalism, Value
Thank you for your 5* review and kind comments. Best wishes, Scott @ Customer Relations
5/5
GoogleChappell & Matthews have honestly made our whole relocation process to Bristol easier. We met Daniel Roberts in one viewing and decided less than an hour later to book the place! He took his time to listen to us, saved us on multiple occasions, and was always ready to help us out in anything we needed. Thank you Dan!
Thank you for your wonderful feedback and 5* review! I will make sure your kind comments are forwarded to our local team and their Regional Director. Best wishes, Scott
1/5
GoogleWorst estate agent in Bristol! Avoid!!! It has been more than 6 weeks since my lease contract terminated, but they still haven't returned my overpaid rent. Every time I called Harbourside branch about my overpaid rent, Lettings team said I need to talk to deposit team. I then called deposit team, but deposit team said its Lettings team's duty. I could not remember how many times I called both teams regarding this issue. In the end, Letting team Harbourside office could no longer passed the buck to other teams. They admitted it was their responsibilities and said they would have a look to process the return of my overpaid rent. Three weeks passed since then, I still have not got my money back. Now the Letting team do not reply me emails and nobody picks up phone calls. One month after my lease contract terminated, they still haven't informed me whether the landlord agrees to release my deposit. Besidse, this property agent don't review check-in inventory report and want to charge me a fee for getting rid of personal items left in the property, though those items are landlord's and on check-in inventory list). One more thing to mention is the flat was not cleaned before I moved in, but Letting team said it was 'professionally' cleaned. No professionalism exists in the property agency at all. Letting team in Harbourside also lied to me to stop me from attending the property check-out appointment. They confirmed that no check out appointment was booked in the next 7 days after I returned keys to the property to Chappell and Matthews. They confirmed several times that they would let me know when an appointment was booked. It turned out a check out appointment was booked 2 days after I returned the keys, without notifying me. This is a breach of the lease contract and it violates my tenant rights. Letting team did respect customers and shirked responsibilities by telling lies. For people's interest, it took them around 4 months to fix a broken boiler in my place (winter time). No wonder I caught cold and fever several times before the boiler was fixed. Oh, Letting team in Harbourside office once lost a spare key to my flat , but Debra Barton from Letting team threatened me and hung up before I finished talking about this issue over phone. I could forget the rude way she talked over phone. I received the worst service in my life from her. Wish people good luck when they terminate their contracts with Chappell&Matthews. Hope people have no issues and get your deposit back as early as possible.NegativeResponsiveness, Quality, Professionalism, Value
I am very sorry to read that this has been your experience and I am also sorry we haven't been able to respond earlier due to the lock-down. Please do feel free to contact us via review@countrywide.co.uk should you wish to discuss further. Stay safe, Scott @ Customer Relations.
5/5
GoogleWe had a great experience renting our new apartment from Chappell and Matthews Harbourside. We have been in contact with Dan who has done a tremendous job responding to our queries and helping organise the move. The entire process was straightforward and hassle free. Thanks Dan - we love our new place !!PositiveProfessionalism
Thank you for your 5* review of our local team and taking the time to do so. Your comments and nice words will be forwarded to our local team. Best wishes, Scott @ Customer Relations
5/5
GoogleFound a lovely apartment with the help of Rich. He is a great guy, professional and flexible. All the admin, paperwork and payment went smooth, great customer experience!
Thank you for taking the time to leave us this excellent review, it's great to see that the Chappell & Matthews team were once again able to provide their proven, 5* service! Best wishes, Lucy.
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
Bristol Sales has the most, with 334 reviews rated 4.7 out of 5, followed by Bristol Harbourside Sales with 264.
The three Chappell & Matthews offices, by town:
Yes. In The Trusted Agent 2026 awards, City of won Gold and City of won Gold. At the ESTAS 2021 awards its branches won 1 Gold and 1 Best in County award. The group and its branches also won ESTAS awards in one earlier year.
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