Hi there, we’re really sorry to hear of the negative experience that you have had with us and our team at Uxbridge. We’re unable to locate you on our system using the name posted alongside your review but have had the chance to discuss the comments from your review with Dale Craft the Lettings Manager within the branch and he has relayed that sadly when applying for a property you failed our referencing process. When undertaking your application a copy of our Essential Information guide was given to you and it can be evidenced you signed this. The document outlined that there would be a reservation fee of £500 for the property and within the section Reservation Fee it stated “If having paid the reservation fee… you are deemed to have failed references by a poor credit rating or we receive an unsatisfactory reference from a previous landlord i.e.rent arrears issues and/or the property not being looked after in the right manner or insufficient income rendering you ineligible for a tenancy and you do not make use of a guarantor then we reserve the right to retain the reservation fee to cover the administration costs incurred to date. By signing the Essential Information guide you confirmed you had read, agreed to and understood the contents of this document. We can appreciate how dissatisfied you may be due to losing the reservation fee you paid but feel that the implications of failing our referencing process had been made clear to you during your application. After taking into account my points raised above I do not believe that the team at Uxbridge have acted incorrectly however would like to offer our sincere apologies that you felt the service you received fell below the high standards expected of Romans. If you would like to discuss this then please feel free to contact us on 01344758596. Kind Regards, Romans