Hi there, we're disappointed to hear of the negative experience that you have had with the Romans team at Uxbridge. I have had the opportunity to discuss your review with Dale Craft the Lettings Manager within the Uxbridge office. Dale has informed me that you were in the process of undertaking an application with the office however could not produce the Right to Rent documentation that was requested by the branch as part of your application. In regards to the reservation fee which you have stated you have now lost a Romans Essential Information guide was given to you and it can be evidenced you signed this which notes that there would be a reservation fee of £500 for the property. Within this guide under the section Reservation Fee it states “If having paid the reservation fee… you are unable to provide us with proof of your right to rent under the Immigration Act or we are unable to verify your documents then we reserve the right to retain the reservation fee to cover the administration costs incurred” By signing the Essential Information guide you confirm you have read, agree to and understand the contents of this document. I can appreciate that you are disappointed due to losing the reservation fee however the Right to Rent documentation is something that we must check legally to abide with government legislation to verify that you are able to rent a property within the UK; the implications of failing to provide the right to rent or Romans not being able to verify these documents was also highlighted to you. After taking into account my points raised above I do not believe that the team at Uxbridge have acted incorrectly however I would like to offer my sincere apologies that you felt the service you received fell below the high standards we expect of Romans. We recognise the importance of all reviews and thank you for taking the time to provide us with your feedback. If you would like to discuss this further please contact me on 01344758596. Kind Regards, Joe Gilliland Romans