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Thank you for the clarification, what is the name of the lettings agent?
Thank you for the clarification, is this Rodor Lettings based in Birmingham?
It would appear that the company id registered with the property ombudsman, therefore you should raise a formal complaint to the the company once you have received a final response and if you remain unhappy with the response you should escalate the matter to the property ombudsman using the following link:
Do you have any follow up questions?
The Property Ombudsman regulate most letting agents, therefore once you have raised a formal complaint and you are unhappy with the outcome you can escalate the matter to the Property Ombudsman who can make awards of compensation where they see fit.
Glad to be off assistance, we wish you all the best going forwards.