Is this real estate agent a scam- helpful answers only

I recently worked (remotely) for a company in London called Trusted Let Solutions, and I want to get people’s thoughts on something that doesn’t sit right with me.
My role is basically “marketing,” which means I post property listings on Facebook using my personal account to bring people in. Once people show interest, they’re asked to pay a fee — it’s usually called a sourcing, consultation, or processing fee.
Here’s where I start to feel uncomfortable. I’ve already had two people come back to me saying they paid this fee but didn’t manage to secure a property. One of them says they don’t get a refund, and the other says they don’t really hear back properly after paying.
When I raise concerns internally, the response I get is more about how people sign contracts and how that protects the company legally, rather than about whether the service actually helps people find a place.
That just feels off to me. If the goal is to help people find housing, why is the focus on contracts and non-refundable fees instead of outcomes?
I’m not saying this is illegal — I honestly don’t know. But it doesn’t feel aligned with good customer care, I invite you to look at the refund policy as an available exhibit.
Has anyone else had experience with companies like this, or with Trusted Let Solutions specifically? Is this normal practice, or does this raise red flags to you as well?