Delay in refund of deposit

30th March we received a quotation with the following Ts&Cs: With a driver: The deposit is fully refundable, unless there are extra charges incurred. (Then we will pro-rata it & refund the difference). Please note: Refunds take up to 5-10 working days. Please note that bookings can only be made once payment has been received. <br> <br> Our move took place on 1st April 2015 and to date we have not received back our deposit. After numerous queries made, Candice informed us that she had been off for a few days and then that there was a problem with Accounts where they were not able to make payments as required. To date we have not received our refund and when we called them today, we were informed that Candice is no longer working there. The person who took the call assured us that she would call us pack with a response and we are still waiting. All we want is just to be treated fairly.