Dear Xin, I am extremely disappointed to read your comments and sincerely apologise if you feel unhappy over the manner in which your deposit was handled. Unfortunately, from the brief information provided in this review, I am unable to locate your file in order to comment further on your specific complaint. Our tenant deposits, are lodged with The DPS and any disputes are settled through their Alternative Dispute Resolution Service by independent and fully trained dispute professionals. It is they who decide whether or not a claim upon a deposit is legitimate and a tenant is always given a very adequate period of time in which to argue their case. We are passionate about customer service and deeply committed to solving genuine complaints. Please either contact me on 01256 830800 or write to me at 10 New Street, Basingstoke, RG21 7DE and I will provide details of our complaints procedure. We are members of the Property Ombudsman Scheme (TPOS), and are also licensed under the National Approved Lettings Scheme (NALS). I look forward to hearing from you and resolving your concerns. Mike Jones. Director.