Obviously you would expect an agent to dispute such a negative comment. Naturally I do and will explain why.
You made an offer to rent a property through us. You even agreed a date to move in with the outgoing tenant. You were asked to pay a holding deposit, which is normal in the industry. After you paid the deposit, you were sent a receipt, together with terms and conditions. Amongst other things the terms say. 3.0 "The holding deposit is non refundable should the applicant(s) not take up the property on the agreed date, decide not to proceed with the tenancy, fail to provide satisfactory references or fail referencing. Please acknowledge the guidance notes attached requesting further documentation. If the applicant(s) cannot provide the requested information the holding deposit will be non-refundable."
On the 29th October you viewed the property, made an offer, agreed a move in date and paid a holding deposit.
Monday the 31st October, you were sent references to complete, by the Independent referencing company. You completed these on Tuesday the 1st November and subsequently passed quickly.

On the 9th November, you advised us that you wanted to withdraw your offer. Stating you did not know a moving in date. We advised you that a moving in date, had been agreed with all parties on the first day and that moving date was on your receipt. We advised that that nothing had changed. You even mentioned to my colleague that, "you were already committed to another property."
Basically you, failed to, 'take up the property on the agreed date and decided to not proceed with the tenancy'. It seems you saw a property you preferred elsewhere and thought you would try to back of our agreement.
We are an owner operated Company, who has been in Lewisham since the 1990's. We are thoroughly professional at all times. Everything in our office is documented. To be accused of malpractice is outrageous and unfair.