Trusted Agent profile · Bristol, City of
★★★★★
264 reviews across 3 platforms
Unit 1 Waverley House, Cathedral Walk, Canon's Marsh, BS1 5LW, Bristol, City of, BS1 5LW
Part of Chappell & Matthews, see every office.
Chappell & Matthews's office in Bristol, City of, at Unit 1 Waverley House, is rated 4.5 out of 5 across 264 reviews on three platforms, including 244 Google reviews rated 4.7. It won Gold in The Trusted Agent 2026 awards.
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.
Every review we hold for the Bristol, City of office, from every platform, shown as written. First names only.
5/5
GoogleDan’s help and advice has been invaluable in helping me find our next home. Thank you for being so patient and understanding at an otherwise very stressful time!
Thank you for taking the time to leave us this amazing 5* review. Kind regards Lucy, Customer Relations.
5/5
GoogleOllie and the whole team have been incredibly helpful - we are moving from London to Bristol and they've made the whole process so much easier! Thank you!!
Thank you for your amazing 5* review and kind words of our dedicated team. Kind regards, Lucy, Customer Relations.
5/5
GoogleGreat service with professional, helpful and wonderfully polite Emma Ward! Trying to find a property at the moment is so difficult, she has made this process as stress free as possible. So excited about our new property, many thanks! Zeynep
Many thanks for your marvellous 5* review. Best wishes, Lucy, Customer Relations.
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
GoogleSpoken to a gentleman, Ben who is an exceptional young man, he was helpful, friendly and knowledgeable, but most importantly he understood our needs to find the right property for us, he is a natural and most gifted, that’s why I highly recommend him.PositiveResponsiveness, Quality, Professionalism, Value
Many thanks for your faboulous recommendation and 5* review. Kind regards, Lucy, Customer Relations.
1/5
TrustpilotUnprofessional and Incompetent
Having left a positive review some months ago. It now saddens me to have to follow this up with an equally negative one with the handling of the process following the offer acceptance. Most people have come to understand that the world is a little slower in the midst of a pandemic, however, the senior negotiator is somewhat narrow minded in this respect. Her emails make little to no sense at all, and they are relentless. Rosie Arnold also needs educating in the various processes of purchasing a house and all the different documents that need to be completed for the purchase to advance. The very unprofessional manner in which she conducts herself is shameful. She not only managed to wind up myself, but also my solicitor and the vendors’ solicitor too. I do not tolerate the manner in which I was treated, and at the last hurdle and with great inconvenience and cost to myself, I withdrew from the sale purely because of her behaviour. She is the sole reason for this abortive purchase. I now resume house searching again but I will not entertain anything on the market with Chappel and Matthews.
5/5
GoogleChloe and Emma have been completely excellent. Professional, knowledgeable and brilliant communicators. I highly recommend the letting service at Chappell & Matthews
Many thanks for the fantastic recommendation and 5* review. Kind regards, Lucy, Customer Relations.
5/5
GoogleVery good experience, Oliver introduced me to a property which fitted our specs exactly, and provided excellent and helpful service throughout. Highly recommend
Thank you for your amazing 5* review and kind words of our dedicated team. It is great to see that you would recommend them. Kind regards, Lucy, Customer Relations.
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
GoogleBrilliant and attentive estate agents. Special commendations to Etima who helped make the process especially smooth 😊 …
Thank you for your excellent 5* review and kind words of our dedicated team. Kind regards, Lucy, Customer Relations.
5/5
GoogleVery well explained process, lots of advice, good value and got full asking rental price same day as advert went out.
Thank you for your amazing 5* review and kind words of our dedicated team. Kind regards, Lucy, Customer Relations.
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.
1/5
TrustpilotChappell & Matthews Lettings 'Full Management Service'
We used C&M 'Full Management Service' while abroad. When we came back there was over 10k damage to our home and the rent was 2k in arrears. A Director from C&M stated that they were NOT responsible for :- - collecting the rent owed after the end of the tenancy - collecting money for the damage to property at the end of the tenancy - the quality/speed of work carried out by their contractors ( they just 'arrange' repairs not manage them ) - carrying out detailed inspections while we were away ( they just 'visit' the property ) - produce a complete survey of damage on our return ( this is just a 'summary' against the inventory and is therefore not useful if their is a deposit dispute ) - renewing tenancy agreements on time ( and anyway there is an extra cost for this ) - respond to queries about the arrears and damage ( they don’t have to communicate with the landlord after the tenants have moved out! ) Not much of a 'Full Management Service!!
5/5
GoogleCustomer service was brilliant when speaking with Ben, had confidence that he knew what he was talking about just by how he handled himself with queries and came across in a very friendly/ professional way!PositiveProfessionalism
Thank you for your brilliant 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
GoogleOliver did a great job moving me into my new flat, without hassle and worry.
Many thanks for the fantastic 5* review. Kind regards, Lucy, Customer Relations.
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
GoogleDaniel Smith really helped a lot with moving us into our lovely student home. We moved in two weeks and it would have been a lot more stressful without his help! Thank you!PositiveProfessionalism
Thanks for the excellent 5* review! Best wishes, Lucy, 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
GoogleDebra and Daniel have been fantastic in helping a friend and I rent. A seamless experience and wouldn’t hesitate to recommend!
Hi Jack! Thank you for your lovely 5* review for the branch. Debra, Daniel and the team really appreciate you taking the time to leave us this feedback. Best wishes, Graham - Customer Relations
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.
1/5
Googlegreedy, princing houses WAY WAY above market price and value!!
Hello, I am sorry if you were not happy in your experience with us. If you wish to share any further comments about your experience, please do email me at review@countrywide.co.uk Kind regards, Lucy, Customer Relations.
1/5
TrustpilotWorst lettings agency I’ve ever used
Worst lettings agency I’ve ever used. They didn’t communicate with each other or with us. We had no working toilets for nearly 2 weeks and they sent nobody! They would turn up to the house without telling us they were gonna be there (or worse, after specifically telling us they weren’t coming)! Our landlord dropped them after a few weeks into the tenancy because they were so terrible!
5/5
GoogleDebs and Dan have done a great job of organising and helping me with my move. Would highly recommendPositiveResponsiveness, Professionalism
Many thanks for the marvellous 5* review and recommendation. Best wishes, Lucy, Customer Relations.
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Yes. In The Trusted Agent 2026 awards: Chappell & Matthews, City of won Gold.
