Every review we hold for the Glasgow office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotVery disappointing service end to end
I'm reading all these reviews with huge amount of interest as experiencing very similar problems. As a Ross & Liddell is a Director owned business I feel they could do a lot better actually "doing" than just directing. Everything takes forever, or not at all. If they are reading this then please reach out so we can discuss publicly if you'd so like. For all those other disgruntled customers I'd be happy to join forces to enable a better level of enforced service as we should all be experiencing under the Property Factors (Scotland) Act 2011: code of conduct.
Mark · 11 June 2024
★★★★★ 1/5
Trustpilotthe agent was not helpful in the…
the agent was not helpful in the slightest. the company put barriers in the way to make it more difficult for you to complain about them.live chat is a great way to let your staf raise a complaint as they can just attach the chat to capture everythingbthat was said.
Callum · 29 April 2024
Agent replied · 11 June 2024
Callum, we have reviewed your Live Chat interaction with our team. It seems you intend to raise a formal complaint. Our advisor, Maia, explained how to raise a complaint and confirmed that we are unable to accept a brief Live Chat message as your formal complaint, as we require you to submit full details of your complaint in accordance with our SLA. We appreciate that you did not achieve what you set out to within this Live Chat interaction, but we do not agree that this was due to our staff being unhelpful.
★★★★★ 1/5
TrustpilotShocking experience
3rd time trying to put up a review - I would mark lower if I could the past 5 years dealing with Ross and Liddell has been terrible. Would change factor if I had the time to deal with it myself
James · 27 September 2024
Agent replied · 25 October 2024
James please see our response to your previous reveiws.
★★★★★ 3/5
TrustpilotI think the Factoring service in…
I think the Factoring service in generally poor. The company seems to incorrectly tender works and then has problem ingathering money due to inaccuracies. Doesn't seem possible to communicate with anyone other than by their chat function
Blair · 25 November 2024
Agent replied · 25 December 2024
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★★★★★ 1/5
TrustpilotAn absolutely appalling company would…
An absolutely appalling company would never entertain them again rude staff excessive charges no service just give them a wide berth they are absolutely awful !!!
Andrew · 22 February 2026
★★★★★ 1/5
TrustpilotTerrible company
Terrible company. Toxic company to deal
Matt · 22 July 2026
★★★★★ 1/5
TrustpilotResponse very was poor
Response was poor. Your expectation is that i go back through the chat function and then wait again. Not acceptable. Your customer service is very poor and deteriorating.
Mr · 10 July 2024
★★★★★ 1/5
TrustpilotNo resolution of repair request re…
No resolution of repair request re safety and security issue. Multiple contacts by me over past two weeks now. I’ve moved from portal to phone contact and direct email, still no progression. Repeatedly told by Ross and Liddell that someone will call me back and that has never happened. Poor communication. What a waste of everyone’s time - meanwhile security of building remains compromised two weeks after first using portal to report concern. I am disappointed to be receiving such a poor service - my monthly factor fees are not cheap.
Sir/Madam · 26 April 2024
★★★★★ 5/5
TrustpilotI have entrusted Ross & Liddell to…
I have entrusted Ross & Liddell to manage my portfolio of flats and houses for the last 12 years. I can only state that the team at Byres Road Glasgow are very professional and the manager Ann McMaster is always on the ball. Hopefully I will get another 12 years out of them. Brian Donaghy.
Brian · 30 November 2023
Agent replied · 11 June 2024
Amazing feedback, Brian. Thank you so much for takin the time to review our services.
★★★★★ 1/5
TrustpilotUnprofessional and utterly useless
This company are the most unprofessional useless excuse for a factor ive ever come across. Property management ?? Dear god they are truly clueless! its actually IMPOSSIBLE to get someone to speak to when something pretty serious is going on with your property. Shambolic service over the last 5 years
John · 15 March 2024
Agent replied · 11 June 2024
John, we have sent you a request for more information, in order that we can understand the reason for your dissatisfaction. On receipt of this information, a member of our team will be in touch with you to discuss your concerns. Thank you.
★★★★★ 1/5
TrustpilotRoss & Liddell will destroy your property and charge you for the privilege
Ross & Liddell continue to ruin our lives by refusing through various means to fix our roof even though our ceilings are falling down. The leak has been occurring for 4 years and they will not let us organise the repair ourselves either. Utterly and completely useless.
Susan · 3 May 2024
Agent replied · 11 June 2024
Ms Crowe, we do not agree with your feedback. As we have outlined already, and as was confirmed by First-tier Tribunal for Scotland, it is not the role of the Factor to fund repairs. We require funding from owners to enable us to proceed with the required works. We note that we have provided you with progress updates on this matter.
★★★★★ 1/5
TrustpilotThey charge obscene amounts of money to…
They charge obscene amounts of money to "maintain" the building. The flat block hasn't seen a lick of paint in years. I report a problem the job never gets opened so no one gets sent out and I have to start the process again.
Nicolle · 25 June 2024
Agent replied · 23 August 2024
Hi Nicolle, we have sent you a request for information so that we can identify your account. You will be aware that re-painting can only be done if we get the support and funds from owners during the consultation period. On receipt of your account information, we shall look into this further and contact you to discuss matters.
★★★★★ 3/5
TrustpilotThe response was quite fast but did not…
The response was quite fast but did not immediately resolve the issue raised. So I had to log on again to see how it was progressing. In an ideal world, once a call is logged someone would follow up with the client. Not the other way round
Jimmy · 26 April 2024
Agent replied · 11 June 2024
Jimmy, we agree. Follow up action should be taken by ourselves, to save clients having to get back in touch to chase. We note that your query relates to a fence, we will be in touch re: this with a further update. Thank you for taking the time to provide feedback.
★★★★★ 5/5
TrustpilotThe staff at Ross & Liddell on Byres…
The staff at Ross & Liddell on Byres Road have always been very attentive, responsive and offer excellent customer care with a personal touch. I have always had any issues dealt with swiftly and effectively and they have excellent communications with me. I am very happy to have them as my letting agent.
Deborah · 14 December 2023
Agent replied · 11 June 2024
Deborah thank you for your feedback, we really appreciate it.
★★★★★ 1/5
TrustpilotVery poor support
Very poor supportI have reported a issue almost year ago and still chasing them up to get it fixed, they always promise to call you back but never do and they way I’ve managed to get further is by raising a complaint. Edinburgh Office
George · 7 June 2024
Agent replied · 12 June 2024
Mr McDermid, we're sorry to learn of your concerns. We note that our Head of Repairs has since been in touch with you and has apologised for the delay in responding.
★★★★★ 1/5
TrustpilotUSELESS
Rubbish to deal with been complaining for over 8 weeks about street lights not working was told been fixed. It hadn’t contacted again to be told the electrician will go back out and tried blaming power cut turns out faulty timer 2 weeks down the line still not fixed I bet they’ve charged the factors for all these call outs and still not fixed
John · 10 December 2024
★★★★★ 3/5
TrustpilotDisputed invoice charges
I contact R&L because of my invoice having multiple repeated lines with conflicted periods of time and retrospective invoicing. This was not resolved and I am still waiting to hear back from them.
Tessa · 25 November 2024
Agent replied · 25 December 2024
Sorry to hear that, Tessa. We'll get our team to follow up with you this week on your query. Thanks
★★★★★ 5/5
TrustpilotFantastic.
I've been dealing with Ross and Liddel for 13 years and have to say they are brilliant. They have always acted swiftly on my behalf and made everything easy. The friendly home visits by Claire are something I actually look forward to. I'd have no hesitation recommending the s company to anyone.
Susan · 15 December 2023
Agent replied · 11 June 2024
Susan, thank you for providing feedback. Our Team appreciate this
★★★★★ 5/5
TrustpilotI have privately rented a flat from…
I have privately rented a flat from Ross & Liddell for almost 5yrs. Whenever there has been an issue my contact Claire has always been very helpful in getting it sorted. The staff at Ross & Liddell are very approachable and always ready to help when needed. I highly recommend their service.
Juanita · 8 December 2023
Agent replied · 11 June 2024
Thank you so much for your review and your recommendation of our service. We appreciate it.
★★★★★ 3/5
TrustpilotEasy to use but impersonal
Person at the other end was helpful but would prefer to speak in person. Will have to use it again as work not carried out to drainage system. Re your reply to phone I have called a number of times but you do not answer your phone!!!
Ziggy · 22 March 2024
Agent replied · 11 June 2024
Ricky, thank you so much for responding to our review invitation. if you would prefer to speak to someone , you can call our offices to speak to one of our team, who will be happy to assist you.
★★★★★ 3/5
TrustpilotI like using the chat facility, however.......
I like using the chat facility, however I do not like not getting updates on the points raised. If this aspect could be improved R&L would be on to a winner with this service.
Mr · 29 October 2024
Agent replied · 11 June 2024
Alan, thank you for your feedback. We regularly request and review feedback from our staff and our clients as we are determined to provide an excellent service to our clients.
★★★★★ 4/5
TrustpilotAerial query sorted
My enquiry about a communal aerial was answered after not too long and an offer was made to check if necessary, which it wasn’t and I was able to close the matter promptly by telephone. Many thanks.
P · 13 September 2024
Agent replied · 25 October 2024
Thank you so much for taking the time to provide feedback. We really appreciate it.
★★★★★ 1/5
TrustpilotAppalling.
How to run a factoring business with $1.4M profit:- Raise monthly fees from £60 to £150 in 2 years.- Get an overpriced block insurance and collect 22.5% premium commission.- Organize overprized corporate/industrial contractors, get more commission. - Roof still leaking? Secure entrance still not fixed? Not a problem, just charge more. - Enjoy
Peter · 5 November 2023
Agent replied · 11 June 2024
Peter, We would encourage you to get in touch with our office to discuss any concerns you have. Your concerns are unclear from your review.From reviewing your account, we note that we have no outstanding queries from you. If you are awaiting a response, or an update on planned or proposed repairs, our teams are on hand to help, therefore, please call our main line to discuss this matter.
★★★★★ 1/5
TrustpilotVery rude customer service
Very rude customer service - feels like when you speak to them you’re a total inconvenience. Accounts team in particular are so rude. Pay over the odds for a “service” which never really happens. Avoid if you can!
Mo · 9 August 2024
Agent replied · 25 October 2024
Mo, we have sent you a request for further information in order that we can assist you with any outstanding queries. We await your response. Thanks
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
