Hi Hannah, I'm sorry to hear that you aren't satisfied with our service. Your query challenged an end of tenancy charge which had already been accepted and we did respond promptly to advise that accepting the charges ended the negotiation stage and that the charges are due for payment in full. This payment needs to be made within 5 days of the charges being accepted (or contact made to us regarding how the balance would be paid) and if this deadline is missed, we do reach out to encourage engagement with us. I can see that the majority of the payment has been made and the outstanding amount is regarding the query and we have advised on our position and the reasons behind it (with fairness to all parties involved being at the centre of our decisionmaking). I hope that's understandable and the case can be settled amicably. If you have any further questions, you can reach us via endoftenancy@flatfair.co.uk Best regards, flatfair Team