As Group Lettings Manager I would firstly like to apologise about the situation you have found yourself in. Having fully investigated the matter I cannot find any evidence that any of my staff lied to you. At the point you offered it was confirmed to you that the landlord was going to think about if he would accept your offer as it was below the asking price and you were not able to move until 5th July 2016. The office chased him regularly to gain a decision from him but he did not come back to us. Eventually he did return our calls and he unfortunately confirmed he was not going to rent his house now and was going to move back in himself. As soon as we heard this we informed you and organised for your holding deposit" to be returned to you in full. You will have received this now. The document you signed was not the contract but our advisory notes showing what funds would be due at the point the tenancy proceeded. I am genuinely sorry that our landlord decided not to proceed with the tenancy but until all parties have signed the tenancy agreement the matter is not binding. If you reconsider letting us assist you with the search for an alternative property please let us know and we would be delighted to help.

First of all the agent we signed the contract with said that as far as he is concerned the offer is accepted without any doubt because he spoke with the landlord and he agreed. You are telling me this is normal? Second of all the other agents found a million of excuses why he couldn't speak with us (As I have said on the same day he was both in holiday and on a conference). I had no problem that we signed the contract and it didn't turn out to be for us, I have a really huge problem that they were waiting 10-12 days to let me know he didn't pick up the phone. I should of knew on the first-second day that there is gonna be a delay. Please do not even try to explain to me how its not your fault ( not your yourself of course). Thank you so much

One more thing - Our ''agent'' told us he is gonna find us a new property, there was some property that was going to be free soon, can you guess if we ever heard back from him :))). One thing you dont do if you want good reviews - LIE to a customer.