Hi Murteza,

Thank you for your feedback.

We understand your frustration with the results of the credit check portion of your application. If you feel as though the issues with your credit history are unfounded or that you have been mislead by a creditor or financial institution, this is an issue which you should immediately raise with the creditor in question, your bank or the financial authorities. As I am sure you are aware, Hannells Estate Agents have no authority over your credit history or tenancy acceptance in these regards.

In regards to holding fee and Hannells Lettings refusal to refund, I would like to point your attention to Page One, Section One, Paragraph One of the very basic Tenant Terms and Conditions which was ticked, signed and dated by both yourself and your tenancy application partner upon application on 8/3/21, which extremely clearly states;

"In order to proceed with a property, you will be required to pay a Holding Fee. This is equivalent to one weeks rent and if your application is successful will be offset against your first month’s rent as agreed in the Offer Form. However, if your application does not progress due to you providing misleading information, failing Right to Rent checks, withdrawing from the property or failing to take reasonable steps to enter into the tenancy as per these terms and conditions, then the holding fee is non-refundable. The fee does not constitute an offer of a tenancy agreement between yourselves and the agency but is proof of your intentions."

Tenancy applications are not always successful for a multitude of reasons. It is never the most pleasant conversation for any of Hannells staff members, and no Letting Agent has any kind of "flexibility" when it comes to acceptance or refusal, especially when the refusal is a result of financial checks. We make it extremely clear in all terms and conditions that this is the case so tenants can apply for rental property in confidence. I am sure this is the reason that the conversations you had with staff members as a result felt obstinate, as there is very little we can do in this regard.

As stated, the holding fee is non-refundable for any failure of tenancy application. Your lack of prior knowledge for the reasoning behind the tenancy application failure have no bearing on this policy. A tenancy application is always made on the basis that the prospective tenant is creditworthy, and although allegedly unbeknownst to you at the time of application, in reality this was not the case.

We wish you the best with your property search in the future, and should you successfully correct the issues raised with your personal record during this application, we would be happy to assist you in the future.