Thanks for your reply. We have every intention of taking this further so thanks for the web address. If I understand you correctly, the grounds we have to claim this money back is because they did not say that the money was not refundable at the time of taking the payment? Is there a law regarding this? As we have been unable to get them to tell us exactly what the fee was for or even a receipt, what is to stop them saying that they did say it was non refundable or say that it was for something else. This is not something we are used to. Other than the payment going from the bank account to them, we've got nothing! Should they be displaying these fees on the property advertisment? and should they be displaying their fees on their web site?
Really appreciate your advice.
I had a response from the lettings agent who we believed to be the one who took the money (bit bad that we didn't even know who he paid the money to!) and were advised that all they do are the credit checks and obtain references on behalf of another company to which my husband paid the money.
All he was told over the phone was that he was paying to hold the room and for the checks. The first company have provided details of the company my husband paid his money to - I've emailed them and haven't yet had a response.
How many opportunities should I give them before I go through the court claim route - a timescale?