Dear anonymous firstly thank you for leaving a review on all agents we take this platform very seriously and strive upon our levels of service and knowledge within the estate agency market. Obviously I am concerned by the comments you have made and the fake charges that you refer too. all of our charges are clearly set out on the advertising portals that we are upload too and displayed in branch furthermore sent along with application forms for rentals. Furthermore I'm concerned that you are review states that you have overpaid I must at this point let you know that all payments made to ourselves are allocated to your rental account which is clearly visible to yourself on the tenant portal we the branch have no access to your funds as they are held in our client accounts by our head office and allocated correctly to your rental account. Monies are safe at all times. Your email states that the property you have moved into was filthy my question is was this raised to be branch itself and if not why not. With regard to your feelings towards myself I feel this is rather illfounded as your review has no basis is it has been written anonymously without the chance of hearing the other parties point of view and indeed going to the case notes and any other mitigating circumstances. We do have a very robust complaints procedure and this I suggest would be the best course of action if you would like to take the matter further and if not we are always open for criticism and conversation at any point to assist with yourself and other customers. On this occasion, we are sorry not to have met your expectations and we look forward to resolving your issues shortly.