We moved out a few months ago after a year of nonsense from Duck and Hedges. Duck and Hedges tried to charge us numerous fees during our tenancy and also after we left. We disputed every single fee with them through the My Deposits TDS scheme and won on every count that was within the Deposit Schemes' jurisdiction. We reclaimed every penny of our deposit, and were not liable for a single deduction or fee because Duck and Hedges didn't do their paperwork properly and didn't behave as if they knew any of the laws that regulate their industry (few that there are). We have been encouraged to take court action to reclaim the rest, which we are now doing. Many of the unfair clauses and terms in their contract are not enforceable under law - but there is nothing to stop them putting them in there. Know your stuff before dealing with these sharks, and be prepared for a lengthy battle to reclaim deposit, dont expect any maintenance work whatsoever, be prepared for spurious and arbitrary fees to be demanded and expect rent hikes with insufficient notice.
And P.S. Greg and Wayne, what is your complaints procedure please? Probably a pointless exercise, but as I am going to report your company to the Ombudsman and all the other bodies whose logos feature on your website, we need to attempt to go through your complaints procedure before submission. You can use this forum to communicate, as you have done in the past, because contacting you and your staff in the office to get anything done is normally a fruitless exercise.