Yumna - Thank you for taking the time to share your feedback. We are sorry to hear that you were disappointed with your experience. We appreciate that work commitments can make it difficult to answer telephone calls during the day. Our attempts to contact you by phone were made to discuss your application as quickly as possible and to help progress matters. Where we were unable to reach you, we also communicated via email to ensure you remained informed. We understand that you were in contact with your lender regarding your application, and we appreciate the efforts you made during the process. Unfortunately, there are times when deadlines associated with a tenancy application must be met, and we have to act in accordance with the agreed process. As outlined in the holding deposit agreement and the accompanying email correspondence, the holding fee is non-refundable in these circumstances. This information was provided before the payment was made. We are sorry that you feel let down by your experience, as it is always our intention to treat every applicant with professionalism, fairness and respect, regardless of the outcome. We wish you all the best in finding a suitable property. Harrisons Team.