Shocked at the attitude on the branch staff in Sunningdale at the end of a high value (25k) short term rental in Ascot, as they would not approve the release of the _undisputed_ amount of our deposit of almost 6k because of a claim by the landlord for 600 that we wish to take to dispute resolution as it is frivolous (handle on the wine cooler loose, light bulbs/transformers (10 years old) that failed, and 160.00 to refix the corner of a carpet that lifted when it was professionally cleaned). The offer letter from Hamptons said it as was an assured shorthold tenancy, which would have the full protection of the tenants deposit scheme (TDS), but the actual document they gave us was NOT an AST so they are holding our full deposit in their client account and would not release it - not even the _undisputed_ amount. We have now had to instruct lawyers for release of the_ undisputed_ amount, while initiating a dispute resolution process over the 600.00 of frivolous claims. Shocking customer service, arrogant and unprofessional... or perhaps they see the landlord as the client while we, paying 25k for a short term rental, are just a nuisance. We will be following through with the company's complaints procedure.