Two Agents Natalia de Burgh-Milne and Mark Thompson Unprofessional and Unlawful Practices

I engaged the Mark Thompson at the beginning. I got his text message saying a suitable flat can be offered to us for £350 p/w . I met Mark trying to have a quick negotiation and secure the flat on the same day. When I tried to negotiate the offer bit lower, Mark said that Natalia de Milne-Burgh needs to be asked for confirmation. Natalia was at the office at that time, but I was told to wait for the news at home. Upon leaving, Mark promised to get back to us ASAP. After a week I was told that the flat had been taken by someone else and a 'sorry' from him for being 'busy' last week. This is extremely unprofessional and unacceptable.
 
Mark eventually met me and showed me another flat for £15 p/w higher than the taken one. When I asked for any possibility for any concession for maybe £10 p/w, Natalia rejected them all. When I said that the Letting Team messed the previous deal up and now I had to pay £15 p/w more for their mistake, Natalia said 'It's your responsibility to chase up.' Mark didn't tell Natalia about the possibility of £340 p/w could explain their dirty minds. No concession and no official apology.
 

I had a 5-minute viewing with Mark following our conversation regarding to my concern, then I tried to sign documents to secure the flat. At that time I was told that administration fee would apply for the first time, which was not mentioned in neither any of email communications nor during any previous viewings. (Also not on Dolphin Square's website). Therefore, I was quite shocked by these listed on the Terms of Business (ToB). 
 
For my visa status issue, Dolphin Square refused to let me became a tenant but Natalia eventually suggested to put both of our names on the contract, but I rejected because she did not explain why I could be on it and I thought that might be a trap. 


Natalia also treated me pretty rude. I believe Natalia has the duty to advise, especially when the tenant who had paid holding fee already urgently needs instruction and advice on next steps. Natalia just did not consider all bad experience we've experienced in the past and my situation of moving urgently. Natalia targeted not at my partner, but only at me.
 
Frankly, my previous agency company (also the landlord of the property) only has a Polish and a Malaysian lady to manage hundreds of properties, and they are far more better and professional than those who 'sleep' in the letting office of Dolphin Square.

Are you willing to deal with Natalia and Mark? They are the worst agents for sure! But after this would you trust them anymore?

Trading Standards in City of Westminster has supported me that Dolphin Square has violated ASA advertising practices in my case.

Do you know you are wrong Dolphin Square? This is not a children's game that you dictate tenants to do what you unreasonably asked to do!