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  1. Hello everyone. Just thought I'd pick your brains about a situation I'm helping deal with. A friend found a flat to rent and the agent went through the process and charged her loads of fees for this, that and the other. (I know, should have waited a week but hey ho). Payslips, bills etc were submitted at the time and it was all good. She signed her form and paid what was listed as a GOODWILL FEE of £500. This was to be deducted from the total when she comes to pay the rent plus deposit so she was happy with that. A day later the lettings agent called and said she would need a guarantor - not for bad credit, but because she earns under £28K. This was not mentioned before she signed and paid and requires a further £120 to process the guarantor (that's where I came in). She has been told that if she cannot/won't find a guarantor or walks away then she would lose her £500 "goodwill fee". I asked her to send me images of every piece of paper she had and nowhere in the document she signed does it mention that the goodwill fee is non refundable. Also, and I think quite significantly, even if it was, the total sum of their charges is less than the amount paid as a "Goodwill fee" - how can this be fair? So basically they took her money then moved the goalposts to try and extract more money or get a free payday. I have included a picture of the charges page Is this legal and what are the options. Their attitude is "deal with it" thanks
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