Regus - Newbury Oxford House Omdömen 

All the information I am about to relate can be backed with video evidence and emails.

I have taken a County Court Judgement out on IW Group Services (UK) Ltd. The registered company for Regus and I have been successful.

I rented an office from 1/10/25 to 31/10/25 costing £1,724.69 with a refundable deposit of £1,546.40. I asked the site manger in front of witness would there be any additional charges and he said no.
I paid the fee of £3,591.79 and was given a link to download the Contract. I downloaded a large bundle of documents, including the Contract, a large document headed Terms and Conditions, and another headed House Rules.
I confess that I did not read the "House Rules". I wrongly assumed that they would be about how the room should be used and how you would behave whilst in the building.
I did read the Terms and Conditions and noted in clause 9 it stipulated that the room should be left in the same condition as when I found. I totally agreed with that.
Two days after signing the contract I received a "welcome" email from IWG in which he wrote: "The office restoration service is charged to your account when you leave. This is a small fixed cost ensures that your office is restored to its original condition, without disruption to your business usually caused by cleaning, repairs, security and IT complications".
Having read it, I was surprised, because it had not formed part of the quote but was not unduly concerned. I assumed that as described the charge would be minimal.
Just 4 days into the rental period I received an invoice for £791.18 for Restoration Services.. The room cost alone was £1855.68, so the Restoration Service Charge amounted to 42.6% of the charge.
I was shocked on two accounts:
1) because it represented far more than the "small fixed charge" the welcome email has mentioned.
2) because the invoice was dated 4 days later, which demonstrated that knowledge of the charge has been clear to the Defendant well in advance, yet it had been excluded both from the quote and the initial invoice.

On the 31st October 25 I took a video of the room and sent it to the relevant manager. There followed an email exchange as I attempted to pursue the matter on the basis of lack of transparency. On the 3rd November I asked, in writing for a copy of the company's complaints procedure. They replied it was not necessary in the circumstances and that his decision was final. In addition, I was charged a late payment fee of £63.29 and informed the fee would be charged on a daily basis until both the Office Restoration Fee and late payment fee were settled in full. I was also threatened with legal action. I explained that given the ongoing discussions the late payment fee did not seem appropriate. He agreed with me, entered some information into his computer, and said he'd applied to have the late payment fee removed.
I paid the sum of £854.47 that day by BACS.
I was then met with obfuscation and delay when trying to recover the retained deposit, an the late payment fee of £63.29.
I applied for a CCJ on the 18th December as I should have received the deposit and the late payment fee in November.
The Defendants written response to the CCJ application contained the words "I am a highly valued as a client" and as a "gesture of goodwill" I was offered a meeting room for a day.
I response I did not accept that I was a highly valued client, this was the first and only time I had used the defendants services in any capacity and I explained why.
1) I hired the room for a 3rd party,
2) I am 72 and my wife is 76 we are both retired.
3) we have no need for a meeting room now or in the future.
I was eventually paid the deposit on 2/1/2026 but not the court fee or the late payment.
I then pursued the matter and took further legal action.

We agreed to mediation to try to resolve the issue.

The mediation took place on 5/3/26 I was prepared to negotiate.

The Mediator asked if I was prepared to negotiate to reach a financial figure that both sides could accept, and I replies I was.

The Mediator concluded mediation had failed because Regus were not prepared to work to a settlement.
She advised that during the call he simply stated that he had no authority to negotiate and the offer of a meeting room in compensation remained unchanged.

On Thursday 21st May Regus and I attended the County Court where the District Judge told that IW Group Services (UK) Ltd had to pay my claim no later that 4th June 2026.
They paid the claim on the 4/6/26.

We downsized/moved to Regus, Newbury last August after moving from a large self managed office we’d been in for 10 years.
Alex @ Regus was very patient with us and beyond helpful in managing our transition across (due to an overseas HQ it was a lengthy process).
Nothing is too much trouble for Alex and any minor teething problems we have had have been (mostly) resolved.
It has been a positive move for us and we love being able to come in and just “work” with everything else taken care of for us.

The center staff are amazing as always and the only reason for 5 stars. £ is the only motivator for Regus and if I do not score 5 stars the staff are penalized !
Car parking a nightmare as a free for all even though we pay a monthly contracted £ they open it up to the public to pay as they go.
Air con you have to ask each time you want it altered and does not work out of core business hours.
Cleaner is not allowed to empty bins.
No good will or loyalty discounts from HO Regus simply not allowed.

Lorraine I'm sorry I'm having to escalate it on here but I've had no luck with customer services. The activation fee isn't the only problem, my previous contract was all paid up, I haven't had me deposit back for that which is over 2 hundred pounds. I should have had that back in October. But I haven't.
I queried the activation fee on September the 5th and its taken this long to get this far because the manager in question didn't bother to raise it.
Instead you just started trying to take a payment out of my bank which I can assure you was not part of any automated payment.
This should have been resolved 2 months qgo and i should have received my deposit back. I also wouldn't have had any problems paying the right amount but a mistake was made and nobody at regus wanted to own up to it
So I'm made to look like the bad guy fir sticking up for myself. Yes I've got upset but I've worked face to face with customers fir over 20 years and I'm sorry but this is really poor service. So I hope you understand that this goes way beyond an activation fee I have been billed for 71.96, 74.40, 25.08 and 80 pounds, 80 pounds and you have been trying to take these every month, so what are these because there has obviously been some sort of error here too.