Disappointing service. We went to view a property with this letting agent, the lady who showed us around was actually lovely hence the 2 stars, we fell in love and an hour later decided we would like to take the property. When viewing we had explained that i was expecting a baby and the woman showing us round had no issues with this and even gave us ideas for the second bedroom as a nursery! We called up and registered our interest, and were told we would be called back once all the viewings were over. One hour later we got a call back saying that if we wanted the property it was ours (subject to referencing obviously) and could we pay the holding fee then and there. This is I did and was absolutely over the moon. I must point out they were very nice on the phone at this point! I spent the rest of the day planning our daughters first home! Three hours later i got a call back saying they had spoken to the landlord and he did not want children in the property so we could not have the flat, is this not something they should be aware of before viewings and accepting a couple with a baby on the way? They told me they would refund me the holding fee and no more would be said about it, i said ok and holding it together asked for my money back which was paid on a credit card... silence... turns out she didnt know how to do this and would call me back. I spent the rest of the evening in tears and as you can imagine as a pregnant woman the emotional effect was not fun. Over the next three days i called countless times asking if they had found out how to do the refund only to be brushed off, finally i got hold of someone who quite rudely and bluntly told me it had been refunded and i just had to wait to see it come back. Now i would have thought a courtesy call to let me know this had been done would have been company policy but clearly not. I never heard another peep from them. Luckily we have now moved into a beautiful house with another letting agent who have been absolutely fantastic so all turns out well for my little family in the end.