I was extremely disappointed with the service Arnolds Chartered Surveyors provided. The service was adequate but slow during our tenancy, where we paid in full, on time, every time for four years. We took very good care of the property and at the end of the tenancy, when buying our first house we thoroughly cleaned the house to an extremely high standard. Arnolds just told a cleaning company to clean the place and didn't monitor how long it would take as it wasn't their money that was being spent to clean the place, so 13 hours (!) was apparently taken to clean an already very clean house, and this was all charged to us without any prior agreement, and was automatically taken out of our deposit.
Unfortunately the deposit was not in a deposit protection scheme as it pre-dated the scheme (which Arnolds did not offer at any point, and were very smug to tell me it wasn't in the scheme). A word of warning to anyone who started their tenancy some time ago - get it transferred to a deposit protection scheme ASAP as you have no legal standing without it, no matter how blatantly unfair it is! They WILL spend your money without a care in the world without it. If it is in the scheme, ensure you mutually agree on end of tenancy terms prior to signing anything!
This organisation spends other people's money without permission without any care in the world, and for this reason I warn anyone from ever using them. In the future, when we sell our house, we will not be using Arnolds on principal, and never will.