We aim to deliver an excellent service at all times, for landlords, tenants, sellers and buyers alike. If in the event we have fallen short of expectation you are entitled to make a complaint. We ask that you use the following procedure.We request that all communication is done in writing so that you have a written record of what was said, agreed or disagreed on.1. Please write to the Director of the relevant department you are writing to complain about. Your complaint will be reviewed and a response made within 5 working days.2. Should your complaint not be resolved in a satisfactory manner you can write to
[email protected] where another director with relevant jurisdiction will look into your complaint. A response and a final viewpoint will be made within 5 working days.3. If you are still unhappy with the outcome you are entitled to lodge a complaint with The Property Ombudsman Scheme. XanderMatthew is a member agent as such will cooperate with any requests made by the Ombudsman.
Sadly you had not declared your living situation accurately and it transpired that you could not substantiate the earnings required to rent the house.
Over a long period of time (14 days) you were unable to prove adequately that you had enough earnings to support the rental of the house, which was contrary to what you led us to believe when you first applied for the property. You had initially told us persons A and B were moving in to the flat, then it was persons A and C, along with a number of other changes; perhaps this was in an attempt to pass the referencing criteria? We can only guess.
It is for that reason that your holding monies were not returned. Although we sympathise with your situation the landlord had withdrawn the property from the market to allow you to undergo our referencing procedure and we had invested ample time in doing so; ample costs were borne which have to be covered I'm afraid.
We wish you all the best with your property search.