Dear Mrs S. Rhead and Mr M Mortimer. I have been operating this business for 5 Years and I have not come across either of your in respect of our business. Mr Mortimer you have not ever instructed us and Mrs Rhead we have no record of ever having a transaction with you. Mrs S. Rhead Being a family run business we know every individual who we work with and aim to provide the highest of standards. For tenants we will happily refund tenant fees in appropriate circumstances. Only when information is not provided correctly or not disclosed is an issue caused. Mr Mortimer, we do not ask for payment from Landlords until after a tenant has been found. Further to this we have an average let rate of less than 20 days, once a property is fully marketed. We conduct full referencing checks on all tenants and offer an eviction service free for all Fully Referenced Tenant. Having not dealt with either of you before I cannot help you directly, however, if you wish to discuss further please contact me.