Every review we hold for the Bonnyrigg office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleThank you to Jenna Spence for reminding me to leave a review here.
I used Neilsons to sell my property last year and what a disappointment they were.
We instructed them and went on the market in November 2024 after having an offer accepted on another property.
From the very beginning it was obvious that they were merely listing agents and had no idea what to do for any more challenging properties. Worth saying I was very aware our property was going to be tricky to sell and I do not blame Neilsons for that entirely.
When things slowed there was no proactive communication. I was constantly having to contact them to ask what the next steps were. Their response? “Oh, we can put a post on Facebook”. Personally I think that is laughable.
Absolutely no contact from Neilsons beyond arranging viewings until our new property sellers started asking for updates and even then it was “what do you want to do?” No recommendations at all.
We told Neilsons that we were in a position to buy our new house without selling our current house yet when our sellers finally gave a deadline we received emails telling us that they were going to pull out because we hadn’t sold.
We eventually moved without selling and then shortly after agreed a sale. We constantly had to chase for updates and were told for about 4 weeks that there were delays with AML checks. I presume they use this as an excuse believing most don’t have experience with AML checks but when your husband works for the largest bank in the world, we are more than aware 4 weeks for an AML check is nonsense.
Throughout the entire process we would have a conversation with the selling team and they simply wouldn’t communicate with the buying side which caused so many issues.
Particularly disappointed with Marjorie Townsend who was meant to be in charge of the conveyancing (I think) who failed to response to phone calls, voicemails, emails and texts.
I would strongly recommend that anyone avoids Neilsons unless they are looking for their property to be listed and aren’t fussed about good service.
Lisa · 27 September 2026
Agent replied · 30 September 2026
Thank you for your review. We are sorry to hear that you were dissatisfied with aspects of your experience with Neilsons in 2024/2025.
Given the nature of the comments made, we have undertaken a detailed review of your files in relation to your sale and purchase. While we fully respect your right to express your personal opinion about the service you received, the statements in your review do not match up with our factual records.
We have considerable notes on file detailing regular correspondence with you throughout both transactions. Our contact with you went considerably beyond arranging viewings and included viewer follow up and feedback, consultation with your valuer, pricing and marketing reviews, changes in pricing strategy, social media promotion, enhanced advertising options, and changes to the online presentation of the property.
We would also like to clarify that any delay relating to AML/source of funds checks concerned third party transactions within the purchasing chain and was not the result of AML checks being carried out by Neilsons on your behalf. We communicated the information provided to us by the buyers' Solicitors involved (these were not Neilsons' Solicitors) and continued to actively chase progress throughout.
Similarly, when you advised that you were able to proceed with your own purchase without first selling, our records show that this was acted upon and communicated to the seller’s Solicitor.
We take your comments regarding communication seriously and will always consider whether there were individual occasions when we could have responded more quickly. However, our files do not support your broad assertions that there was “absolutely no contact” beyond arranging viewings, that no recommendations were made, or that our Property and Conveyancing teams simply did not communicate.
Finally, for clarity, Jenna Spence did not ask or remind you to leave a Google review. Jenna was not involved in your transactions with Neilsons.
Whilst we have the right, under our Terms of Business, to respond fully to unfounded and unjustified allegations, we consider that Google, Facebook and other social media platforms are not an appropriate forum in which to publish the detailed history of your transactions. We have therefore contacted you privately with a substantive response and remain willing, as has always been the case, to consider and discuss any genuine service concerns directly.
★★★★★ 5/5
GoogleThere is nothing I could have suggested to have made Neilsons any better. From the Estate Agent to the Solicitors I have only good things to say. Knowledgeable and skilled, timely in their communications and answered all my questions even when they may have sounded a bit obvious. I found them reassuring and a thoroughly professional and great value for the money company, and the staff sense of humour was much appreciated. Thank you Neilsons for such a smooth and quick process. So grateful to you all. Thank you.
Mandy · 5 August 2026
Agent replied · 27 July 2026
Thank you so much for your incredibly kind review. We're delighted to hear that you had such a positive experience with both our Estate Agency and Legal teams. It's wonderful to know that you found our staff knowledgeable, professional, approachable, and reassuring throughout the process. We're especially pleased that our communication, sense of humour, and commitment to answering every question helped make your sale as smooth and stress-free as possible. Your thoughtful feedback means a great deal to us, and we're truly grateful that you chose Neilsons. We wish you all the very best for the future!
★★★★★ 1/5
GoogleAppalling management, serious mistakes, and 8 weeks wasted. Highly unprofessional.
Our experience with Neilson has been deeply frustrating and disappointing. From the very beginning, the management of our property sale was riddled with unacceptable mistakes on their part.
It started with a serious error in the property listing itself. After we pointed it out, the corrections were delayed, and to make matters worse, they made a series of promises that were never fulfilled. The most frustrating part wasn't just their technical incompetence, but their complete lack of accountability and empathy: at no point did they take responsibility for their blunders or offer an apology.
Due to their poor management, neglect, and lack of honesty, we have lost 8 full weeks of vital time. They play with people's money, time, and peace of mind. Avoid them if you are looking for a reliable and professional agency.
Alberto · 20 May 2026
Agent replied · 18 May 2026
Thank you for taking the time to share your feedback, Alberto. We are genuinely sorry that your experience with Neilsons fell short of the standard we aim to provide.
We fully acknowledge that mistakes were made during the marketing of your property and understand the frustration and disappointment this caused. As soon as the issues were identified, corrective action was taken promptly - including resolving one of the listing errors within 24 hours of the property going live. We also carried out a thorough internal review of the concerns you raised to ensure that it does not happen again.
We appreciate that, despite our efforts to address matters and apologise directly, the experience impacted your confidence in our service. In recognition of this, we covered your entire associated fees and outlays as a gesture of goodwill, which you accepted at the time, in full and final settlement.
While we regret that your overall experience was not a positive one, we do believe the issues raised were treated seriously, addressed responsibly, and resolved as quickly as possible. Feedback such as yours is taken very seriously and is used to help improve our service going forward.
★★★★★ 5/5
GoogleMy partner and I have just bought our first home together with the help of Neilsons and had a great experience.
Diane was fantastic throughout the whole process. She kept us updated, answered our questions quickly, and made everything feel much less stressful. As first-time buyers we had lots of questions, but she was always patient and happy to help.
The whole Neilsons team were friendly, efficient, and easy to deal with. I’d definitely recommend them to anyone looking for help buying or selling a home. 🏡
Leah · 16 March 2026
Agent replied · 17 April 2026
Thank you for your lovely review, and congratulations to you both on buying your first home! 🏡
We’re delighted to hear you had such a positive experience and that Diane was able to support you throughout the process and help make everything feel less stressful. We’ll be sure to pass on your kind comments to her and the rest of the team.
Thank you again for choosing Neilsons, and we wish you many happy years in your new home! ✨
★★★★★ 5/5
GoogleThe girls at Neilsons Bonnyrigg were absolutely amazing. Got my keys only 5 weeks after my offer got accepted. They made buying my first home very easy and helped guide me through everything. They are all amazing at what they do and you are in very safe hands. An extra thanks to Diane and Linda who went above and beyond to make this experience one I’ll never forget. Thank you to all the team 🩷🏠
Katie · 11 April 2026
Agent replied · 17 April 2026
Thank you so much for your lovely review, Katie! We’re absolutely delighted to hear that your first home-buying experience was such a positive one and getting your keys in just 5 weeks is fantastic!
The team at Bonnyrigg will be so pleased to hear your kind words, especially Diane and Linda. We’re glad they could support and guide you every step of the way to make the journey smooth and memorable.
Wishing you all the happiness in your new home 🏠 and thank you again for trusting us!
★★★★★ 5/5
GoogleNeilsons Bonnyriggwere were brilliant from start to finish, both for selling my old home and purchasing my new one. The service was excellent at every stage and they supported me through what really can be a very stressful transition.
Every member of the team I had contact with was so helpful, and I'd definitely recommend their services.
Carolyn · 28 May 2026
Agent replied · 29 May 2026
Thank you for your wonderful review. We're delighted to hear that our team was able to support you throughout both your sale and purchase, making the process as smooth as possible. We truly appreciate your recommendation and wish you all the best in your new home.
★★★★★ 5/5
GoogleWe have used Neilsons for nearly 40 years with all our house moves, wills and POA.
This last 12 months we dealt with the Bonnyrigg branch as we had a couple of family bereavements and required assistance with house sales and Certificates of Confirmation , to wind up estates.
Ramune Gilfillan was exceptional in her professionalism, as well as being empathetic and totally approachable.
All members the team were patient, kind and informative and we would highly recommend Neilsons for their services.
What could have been a stressful experience was executed very smoothly, and We thank them for this!
Karen · 16 November 2025
Agent replied · 13 January 2026
Thank you so much for taking the time to share your kind words and for your continued trust in Neilsons over the past 40 years. We’re truly sorry for your recent losses and are glad that Ramune and our Bonnyrigg team were able to support you during such a difficult time. Your recognition of their professionalism, empathy, and care means a great deal to us. We’re delighted to hear that everything was handled smoothly, and we deeply appreciate your recommendation.
★★★★★ 5/5
Trustpilot100% recommend Neilson’s
I would 100% recommend Neilson’s to buy and sell your home. Everyone in the team was very professional and friendly. A special mention has to be made to Kirsten for excellent sales negotiating, and to Stephanie for conveyancing my house purchase under pressure. A massive shout out to Arlene who did the conveyancing on my house sale. It was a very challenging situation, and she went the extra mile to ensure it progressed on time. I had complete trust in her to keep me up to date. Hoping to never have to move house again, but if I do I will definitely be using Neilsons!
Alison · 15 July 2026
★★★★★ 5/5
GoogleWe have been delighted with Neilsons, we have felt very supported over the last few weeks selling our property, which is now under offer. Kirsten Olverman and the Property Team managing our viewings have been great. Kirsten was our lucky charm in the end. Thank you Martin & Kirsty
Martin · 24 June 2026
Agent replied · 25 June 2026
Thank you, Martin and Kirsty, for your kind review. We’re delighted to hear that you’ve felt supported throughout the sale of your property and that your home is now under offer.
It’s great to know that Kirsten Olverman and our Property Team provided such a positive experience and helped make the process as smooth as possible. We’ll be sure to pass on your lovely feedback to the team.
Thank you for choosing Neilsons!
★★★★★ 5/5
GoogleFollowing the loss of my parents, in March 2023, Neilsons were contracted to complete the necessary administration of their estate and on joining the company in August 2023, Ramune Gilfillan was assigned to the contract and communications have been dealt with by her in the ensuing year and a half.
I am genuinely grateful to Ramune for her patience and tenacity dealing with the various government, finance and utility companies, some of whom have been truly awful companies with the most appalling customer service.
I have enjoyed our correspondence course including many telephone calls over this time and appreciated her ability in eventually concluding the various matters successfully. Although grateful and relieved to be at the end of the process I shall miss dealing with Ramune who has been very supportive throughout and I feel she has become a friend. Many thanks for all your endeavours during this time and I would recommend Ramune for anyone requiring assistance with executory estate administration.
Nykie · 1 September 2025
Agent replied · 25 April 2025
Thank you, Nykie, for your kind words and heartfelt recommendation. We are so pleased to hear that Ramune’s patience and support made a difficult time easier for you. Your feedback means a great deal, and we will ensure Ramune knows how much her efforts were appreciated.
★★★★★ 5/5
GoogleOur experience with Neilsons has been fantastic! A huge thank you for your professionalism and support. Thank you to Jade for her exceptional negotiation skills, thank you for all the advice/support from Valarie, Susan in the Bonnyrigg office and Donna who was absolutely brilliant helping us through the process. You are all a credit to Neilsons and we appreciate everything you have done for us. We are so happy in our new home!
It has been a pleasure working with you all.
Rebecca · 1 September 2025
Agent replied · 13 January 2026
Thank you so much for your wonderful review! We’re delighted to hear that you had such a positive experience with the team and that you’re happy in your new home 🏡 The team will be especially delighted to receive your kind words. It’s been a pleasure working with you, and we wish you every happiness in your new home! We hope to assist you in the future, should you require any further assistance.
★★★★★ 5/5
GoogleWe went ahead with Neilsons for the purchase of our family home. Amazing service from start to end - especially explaining the complex jargon associated with purchase of a property. The guidance that came along with placing offers was exceptional! Also, much better priced than a few other solicitors we have considered. Highly recommend.
Alicja · 29 September 2026
Agent replied · 2 October 2026
Thank you so much, Alicja, for your lovely review! We’re delighted to hear you felt supported throughout the purchase of your family home, particularly with the guidance around offers and navigating the legal jargon.
We really appreciate your recommendation and wish you many happy years in your new home! 🏡
★★★★★ 5/5
GoogleI engaged Neilsons Estate Agents & Solicitors for the sale of my home in Gorebridge and the purchase of my new home in Edinburgh. From beginning to end everyone I came across at Neilsons was friendly, professional and organised. On the estate agency side; Lewis took time to consider his valuation which came back higher than others, and rang true. Jade provided excellent assistance in organising the listing of my home. My Sales Negotiator Kristen was incredibly passionate and provided much appreciated honesty and transparency. In the conveyancing team; Diane, Gill & Susan were a wonderful team, consistently reliable in their advice and actions. I was provided with regular updates in all aspect of the service provided, and throughout the process the team gave very helpful and clear guidance so I always knew what came next. A huge thank you to you all, I'm so happy in my new home. I highly recommend Neilsons.
Alice · 1 October 2024
Agent replied · 17 June 2024
Thank you so much for taking the time to leave such a lovely review, Alice! We are so pleased to hear your great feedback about our team who assisted in your sale and purchase transaction, and we have passed your kind comments on to Jade, Kirsten and our Bonnyrigg conveyancing team. Thanks again for choosing Neilsons, and we look forward to working with you again in the future, should you require our services!
★★★★★ 5/5
GoogleNeilsons in Bonnyrig were absolutely fantastic! Their service is second to none. Gill, Susan and Diane were absolute delight to deal with.
As we were selling and buying at the same time, it was a bit stressful for us. Luckily our friend recommended them and we could not be happier with the service. They explained everything, made us feel like we were taking care of. All our questing were promptly answered. Excellent communication.
If we ever moved again, we know were to go for 100% best service.
Lukas · 30 September 2024
Agent replied · 17 June 2024
We greatly appreciate your glowing review of Neilsons in Bonnyrigg! Gill, Susan, and Diane are thrilled to hear that they were able to provide you with exceptional service during what can often be a stressful process of selling and buying simultaneously. Your recommendation means the world to us, and we would be delighted to assist you again should the need arise in the future.
★★★★★ 5/5
GoogleThe team at Neilsons Bonnyrigg deserve more than 5 stars. They have all gone above and beyond during the process of selling our home and the purchase of our forever home. They say moving home is one of the most stressful times of your life, however it didn't feel stressful at all as they made everything easy and took any stress away. Would highly recommend this branch to anyone. Thank you to Diane, Gill, Susan and Linda. You all rock :)
Sarah · 30 September 2024
Agent replied · 17 June 2024
Thank you so much for your glowing review, Sarah! We're thrilled to hear that our team at our Bonnyrigg branch exceeded your expectations and made the process of selling and buying a home stress-free for you. We truly appreciate your recommendation and will be sure to pass along your kind words to Diane, Gill, Susan, and Linda. We're here to help, and we're delighted we could make your experience a positive one. Thanks again for choosing Neilsons!
★★★★★ 5/5
TrustpilotI cannot thank Rhonda
I cannot thank Rhonda, Amy, Megan and the rest of the Neilsons Sales team in Corstorphine who helped us get our house on the market and get an offer which we accepted on our house in a quick time. The team at Neilsons kept us informed at all stages and were quick to respond on any calls/emails sent. Thank you could not have hoped for anything better
Samantha · 16 January 2026
★★★★★ 5/5
TrustpilotThe only choice in Edinburgh if you have an estate agents or solicitor service need.
The care, personal approach, knowledge and attention to detail of Diane and Kirsten was exemplary. They were professional yet very personal and conducted their business with humour and professionalism. If I was lucky enough to have another property in Edinburgh to sell or buy they would be my first point of call.
Andy · 6 May 2026
★★★★★ 5/5
GoogleI sold my property through Neilsons Solicitors. I would like to express my sincere thanks to Gillian, Denise, Diane, Rhonda and the rest of their colleagues at Bonnyrigg office for their dedication and professionalism, as well as Karen Woods for her excellent initial evaluation.
Highly recommended.
Kaveh · 16 September 2025
Agent replied · 8 January 2025
Thank you for your wonderful review! We’re delighted to hear about your positive experience with Gillian, Denise, Diane, Rhonda, Karen, and the rest of our Bonnyrigg team. Your recommendation means a lot to us, and we’re grateful for the opportunity to assist with your property sale.
★★★★★ 5/5
GoogleNeilsons solicitors & estate agents staff have simply been amazing from start to finish in organising & orchestrating the whole process.
All staff members have gone above and beyond in carrying out their specific duties.
From the initial consultation with Karen Woods to the negotiating team led by Kirsten Oliverman.
Outstanding performance.
I would not hesitate to recommend their services
George · 9 June 2026
Agent replied · 11 June 2026
Thank you for your fantastic review. We’re delighted to hear that you had such a positive experience from start to finish. Karen, Kirsten and the wider team will be thrilled to receive your kind feedback. Thank you for your recommendation and for placing your trust in Neilsons throughout your property journey.
★★★★★ 5/5
GoogleDiane and the team are nothing short of exceptional and truly are great solicitors. They deliver a great service while maintaining a personal and approachable touch
Philip · 17 February 2026
Agent replied · 17 April 2026
Thank you so much for your lovely review. We’re delighted to hear that Diane and the team provided such an exceptional service while still keeping things personal and approachable. That balance is something we really value, so it’s wonderful to know it came across in your experience. Wishing you all the best, and thanks again for choosing Neilsons!
★★★★★ 1/5
GoogleUsed Neilsons to wind up my father's estate. The account was passed around like a hot potato and eventually they closed the account without finishing, they even tried to get me to give the land away so they didn't have to deal with it. They were still happy to take the money without finishing the job. They chose one lawyer in the USA and when he stopped
communicating with them they wouldn't find another. I refused to sign it off so they just closed it anyway. Leaving me ( grieving) to deal with the most complicated part on my own. Took £24,000 for the privilege. Wouldn't recommend
Cheekychops · 25 August 2026
★★★★★ 5/5
GoogleRecently got advice from staff at Neilsons Solicitors in Bonnyrigg, regarding our title deeds and wills. They were so helpful and pleasant to chat to on the phone. From Susan and the other staff in the shop through to Ramune who called me back and spent time giving me reassurance and advice regards our situation.
Glad to have our Deeds, Wills and POAs kept safe and looked after by these people. Certainly will use them for any of our future dealings.
I Highly Recommend them!
David · 16 December 2025
Agent replied · 13 January 2026
Thank you, David, for sharing such a thoughtful review. We’re delighted to hear that Susan, Ramune and the rest of our Bonnyrigg team were able to provide helpful, reassuring advice regarding your title deeds and Wills. It’s wonderful to know you felt well looked after throughout and we look forward to supporting you again in the future, should you require our services!
★★★★★ 5/5
GoogleWe cannot recommend Neilsons highly enough. They have recently helped us buy a house in Bonnyrigg. We have relocated from the Midlands and they have been fantastic from putting in the offer right through to completion less than five weeks later! Diane, Sheila, Susan and Gill were very approachable, friendly and professional. Any queries we had were always answered promptly and they guided us every step of the way.
Sue · 16 September 2024
Agent replied · 27 August 2024
Thank you for your fantastic review, Sue. We're delighted to hear that Diane, Sheila, Susan, and Gill provided you with such approachable, friendly, and professional service during your move from the Midlands. It's wonderful to know they guided you promptly through every step, from the Offer to completion in less than five weeks. Your recommendation means a lot to us! 💙 We'd love to help you further in the future, should you have any additional requirements. Thanks for choosing Neilsons and all the best in your new home meantime!
★★★★★ 5/5
GoogleExemplary service and support! Diane was extremely supportive in taking me through the property purchase process in Scotland which I wasn’t familiar with! Gillian continued the exemplary support when Diane went on holiday, as the purchase process progressed through to completion!
From start to finish it was a pleasurable process and I can’t thank the staff enough for their support🙏
Craig · 30 September 2024
Agent replied · 17 June 2024
Thank you so much for taking the time to leave us such a lovely review, Craig! We are so pleased to hear your wonderful feedback about our Bonnyrigg team, and we are glad to hear you found the whole process seamless using Neilsons' services. We look forward to working with you again in the future!
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