We made our decision to make an offer for the property based on the fees explained to us in the branch, and shown on the PPR. However Townends increased the fees when we finally received the Tenant Offer Letter.
I was disappointed never to receive a reply to my initial letter of complaint, which I personally posted through the branch letterbox. My follow up letter did get a response, but we have reached the end of their complaints process without reaching a satisfactory resolution.
The in-branch service when arranging property viewings was very good. It\'s unfortunate that it wasn\'t matched after we made our offer for the property.