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
Tell us what you need and up to 3 trusted local agents will be in touch.
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.
Newest first, from every platform, with the office each review is about. First names only.
5/5
GoogleChappell & Matthews are very good at following process and providing best services.Thanks Rich for helping with all the paper work in initial days of stay
Thank you Vicky for you great 5* review. I will of course ensure your kind words are passed on to Rich and the Chappell & Matthews team. Best wishes, Lucy.
5/5
GoogleI found a lovely flat by the harbourside and your company handled all the work in a very professional manner. Rich was particularly helpful and always available to answer any doubts.
Wonderful to read Archana that you had a fantastic experience with our local Chappell & Matthews team and I would like to thank you for taking the time to leave your review and provide our team with 5*! Best wishes, Lucy.
5/5
GoogleI dealt with Ricardo and Fiona. They were both very helpful and contacted me regularly with updates on the sale. Ricardo went above and beyond on two occasions saving me time, money and worry. They both made the purchase process as easy as possible.
It is brilliant to read another 5* positive review for our local team. Thank you for taking the time to leave us your comments. Best wishes, Scott
5/5
GoogleWe found a lovely flat to rent thanks to Rich! The process was very easy and professional! All the paperwork been done properly and Rich was very helpful during the whole process.
Wonderful to read that our local Chappell & Matthews team were able to find you a wonderful new home. Kind regards, Scott
1/5
GoogleWe have had very bad letting experience with Chappell&Matthews, i.e. Countrywide. The letting service we had was fully managed package. However despite the premium charges, they absolutely do less than minimum work. 1. The agent provides really poor letting management service. Although agreed to look after the service charges for us, they failed to communicate with the management company, and withheld service charge payments for months. As a result the management company decided to go through solicitor and threatened us with legal actions. And we had to find out all about these through a letter from the solicitor. 2. The agent failed at communication. After the incident above, we decided to end the tendency. However this was the first time we used letting agent, so we were sure the proper language or terms to use to notify our intention. However the agent failed to / didn't even bother to communicate with us to clarify. As a result, the whole process took 4 months, i.e. we had to find out just two weeks before the date we thought was the end of the tenancy that they actually hadn't serve the notice. 3. Again, the agent provides really poor letting management service. During the tenancy period, there was some leakage in the property. The agent charged us around £500 in total for repair. It was not cheap however we trusted the agent when they said the incurred cost was for "proper repair work including re-painting surfaces, etc". After the tenancy we found out the the repair work carried out was of really poor quality. they didn't refit surfaces at all, i.e the originally sealed panels were not re-sealed and just left open. They did re-paint the damaged wall, but to a bloody different color!!! and the paint job was so bad that the water leak marks were still very very visible. So my advice is to avoid this agent if you are looking for letting service. They do not care a bit about landlord's interests.
Hi Juan I am sorry to hear about the issues you have had. If you would like to discuss this further please contact us on customercare@countrywide.co.uk Kind regards, Jake
5/5
GoogleFantastic service! We worked with both Rich and Evie (sp?) and both of these fine people were extremely helpful and responsive. They went above and beyond their normal duties to make the process easy on us. Highly recommend.
Thank you for taking the time to leave us this excellent review and recommendation, it's great to see that the Chappell & Matthews team were once again able to provide their proven, 5* service! Best wishes, Lucy.
5/5
GoogleI met Fiona first when viewing a waterside flat in Bristol, and was extremely impressed by her knowledge of the market, the time she took to listen and to understand our needs, and how refreshingly straight talking she was. It was then we decided that if we ever sold my family home, she would be the right person to sell it. And sure enough, in a difficult market, and with a calm and reassuring approach, she out-performed the specialist agencies in Clifton Village, and essentially did exactly what she said she would, and sold our property. Thank you Fiona, it was a pleasure to be your client, and thank you for your hard work, your out of hours phone calls, and your steady, realistic, professional and reassuring approach throughout.
Thank you for such a glowing review of our local team and 5* review! Kind regards, Scott
5/5
GoogleAmazing! After having a disappointing couple of months with another estate agent I went to Chappell and Mathews. Ricardo managed the sale and promoted the flat to perfection, finding us a buyer within a couple of weeks. Everyone at Chappell and Mathews were always on hand and eager to help whenever needed. Ricardo however went above all expectations and managed to help us push through an exchange and completion of a Leasehold flat within a month!! 10/10 would recommend to anyone in distance of their services.
Thank you Charlie for your superb 5* review of the great service you received and it is a pleasure to read that you would thoroughly recommend the Chappell and Matthews team. Best wishes, Lucy.
5/5
GoogleChappell & Matthews made the whole process of renting a flat feel super easy. Someone was always available to answer our questions, and Lauren, our main letting agent, was particularly helpful. I would be happy to recommend these estate agents if you're looking to rent in Bristol.
Really great to read another 5* review for our Chappell & Matthews branch. Thank you so much for the recommendation. Your comments will be passed on to the team. Kind regards, Lucy.
5/5
GoogleWe found a very nice apartment for rent thanks Rich Hillier. Rich is very professional, he gave us all the information we asked him. We were not very familiar with UK renting rules and he made things easy for us. He took time to answer all of our questions. I would definitively recommand Chappell & Matthews and specifically Rich. We are very happy with our new home. Thanks a lot
Many thanks for your 5* review & recommendation. Delighted your experience with Rich and the team at Chappell Matthews was very positive for you. Best wishes, Tracey.
5/5
GoogleChappell & Matthews or more specifically Fiona were absolutely amazing during our flat sale/ house purchase. They promoted our flat extremely well and found us a buyer within a week. Fiona then went above and beyond to ensure everything was on top of and that our expected exchange and completion dates were met. I wouldn't hesitate to recommend them to anyone in the Bristol area, as we were more than impressed with the service we received.
Thank you for your 5* review of our team and I am pleased to see that you would recommend them without hesitation. Kind regards, Emma
5/5
GoogleWe rent a beautiful property with Chappell & Matthews in central Bristol and I would definitely recommend them. The agent, Rich Hillier was very professional, and reactive to assist us with any concerns! 5* AF
5/5
GoogleRating only, no written review.
Hi Kulwant, Thank you for the 5 star rating. Kind Regards, Sarah
5/5
GoogleWe have just used Chappell and Matthews to rent out a high-end property on the Harbourside. We found them to be organised, proactive, friendly and professional. Important to us a busy people was that they delivered on their promises. They did not have to be chased, but if we needed them, they were available.
1/5
GoogleWe were asked to write a review prior to signing any tenancy agreement and thus didn't have much to review and also couldn't really leave a neutral or negative review. Chappell and Matthews have been rude to deal with across the board and when we were moving out, they scheduled one viewing after the other. Sometimes they'd email us Friday evening to say they'd come around with clients on Saturday mornings, needless to say a lot of viewings were unconfirmed and caused a lot of unnecessary friction. Based on our experience I'd not rent with them again
Hi Stefan Thank you for the review. I am sorry to hear about the issues you have had. If you would like to discuss this further please contact us on customercare@countrywide.co.uk Kind regards, Jake
5/5
GoogleGreat service from Bartek at Chapel & Matthews. He clearly knows the Bristol market, the available properties and the prospective tenants well: he only needed to show around one set of prospective tenants to successfully rent out my property! I was looking for - and received - a turn-key service for all aspects of the tenancy set-up, deposit, safety checks, inventory, contracts etc. Many thanks!
Hi Eddie, Thank you for taking the time to leave this excellent 5* review, it is great to see that Bartek and the team at Chappell & Matthews were once again able to provide their proven 5* service. Kind regards, Regan.
1/5
GoogleWe're about to become tenants of Chappell & Matthews and the sign up process has been straight forward and intuitive! Over time though we weren't treated with respect. Especially when moving out Chappel & Matthews scheduled several viewings to potential new tenants that via email the evening before so we didn't know they were happening and were surprised by the real estate agent showing out apartment to other people. Phone conversations were generally rude and abrupt which wasn't a one-off occurrence but the norm. I would not rent here again
Hi, Thank you for taking the time to leave this excellent 5* review. I am very happy to see that the sign up process has been smooth and straight forward. Please enjoy your Tenancy with Chappell & Matthews. Kind regards, Regan.
5/5
GoogleWe used Chappell & Matthews to secure an apartment to rent and Rich Hillier was very helpful and committed throughout our process. He replied my messages promptly and addressed any issues and concerns, leading to minimal hassle. He helped us with finding the perfect apartment to rent from the beginning and guided us until we were very satisfied. He was always polite and prepared to give solutions whenever we have problems regarding the renting process. It was a great pleasure working with Rich.
Hi Slocum L Thank you for taking the time to leave this review. It is great to hear that Rich has provided you with such a great level of customer service. I will make sure your comments are fed back to him because he has definitely earned those 5 stars! Kind regards, Chris
5/5
GoogleRenting a property with Chappell & Matthews was straight forward. Our agent, Rich Hillier was very professional, helpful and happy to answer any concerns we came across. Moreover, Rich has gone the extra mile to ensure that we have everything we need in the new apartment that we seek to rent. Very good service! I would recommend them to anyone looking for a professional letting agency!
Hi Alexandru Thank you very much for this 5* review and recommendation! I am delighted to hear that Rich had gone the extra mile to ensure you had everything you needed with your new property! Kind regards, Jake
1/5
TrustpilotBy far the worst renting experience in my ten years of renting.
By far the worst renting experience in my ten years of renting. Many issues with our property including broken toilet flush, broken windows, broken door handles and broken heating were left completely unattended for months. Some issues were ignored for the ENTIRE DURATION of or our tenancy. We were patronised and left feeling as though we were burdens for chasing repairs to essential living requirements. It was extremely difficult to get any contact from the agency, we were completely ignored multiple times. We received several threatening (sometimes incoherent) letters from the agency accusing us of missing rent payments when we categorically missed NONE. The agency failed to return our deposit for TWO MONTHS, it has taken us around FIFTEEN telephone calls and as many emails to get our money returned and are currently yet to receive it. We have raised a formal dispute and have been told the delay is entirely down to lack of attention from the agency. I heard bad things about ‘Chappell and Matthews’ and their back office limb ‘Country Wide’ but was desperate to find a home in an increasingly difficult rental market. I wish I had listened to advice and stayed away from this company. This is the worst company I have ever had the misfortune of dealing with. I strongly advise anyone and everyone to stay away from this company at any cost. The stress they have caused us is unbelievable. Please do yourself a favour and do not deal with this company.
4/5
GoogleJust a quick review to endorse Bartek Stojczyk and his excellent lettings service, with Chappell & Matthews Harbourside office, I am a landlord on the harbourside, and Bartek overseas the management process in a very prompt professional and supportive manor. Reliability and speed of action are crucial for receiving a good service, Bartek brings plenty of both. Ben
Thank you for this excellent review Ben. I am very happy to see that Bartek has provided you with the 5* service that we always aim to provide to all of our customers! I will ensure this gets passed on to Bartek. Many thanks again for taking the time to leave this feedback. Regan.
5/5
GoogleRating only, no written review.
Hi James, thank you for your five star review. It's really good to see you've received such a great service, and I'll make sure the branch manager is aware of this. Many thanks, Countrywide.
5/5
GoogleBartek was a very accommodating and efficient estate agent. He ensured that the process of securing and moving into my new apartment went very smoothy. I greatly appreciated this, as I was organizing my move to Bristol from outside of the UK (with a five-hour time difference).
1/5
The Trusted AgentRude and dishonest estate agents
We bought a house through them- never again! Inefficient and dishonest, no communication for weeks then weeks of phone calls harassing us for an exchange date which was an issue with the sellers solicitors slowing things down with not providing various certification quickly enough, also the estate agent encouraged the seller to put the house back on the market 2 days before exchange and did so causing massive stress to us, worrying we might lose the house, we wanted to check the house had been rid of junk before completion and gave a specific list of items to the estate agent David Burke before going, he assured us they would all be removed, we also specifically requested not to meet the seller at the house after the appalling actions of putting the house back on the market right before exchange- the estate agent assured us that the seller would be be there, he lied, the seller was at the house, and refused to remove unsafe appliances from the house- the estate agent could have called and let us know . Really appalling, rude, unapologetic service- all they care about is commission. Never again!
Thank you for taking the time to leave us your feedback. I was disappointed to read that you were not happy with your experience with our agents and as such would like to advise you to contact us privately via review@countrywide.co.uk to discuss any concerns you may wish to raise. Kind Regards.
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: Chappell & Matthews, City of won Gold; Chappell & Matthews, City of won Gold.
Tell us what you need and up to 3 trusted local agents will be in touch.
